Frequently Asked Questions
Booking, pickup, payment, waiting times and cancellations — the answers passengers ask for most, in plain language. If yours is not here, call us any hour on 0427 143 612.
Booking Your Transfer
How far in advance should I book?
We recommend at least 24 hours ahead so you get your preferred vehicle class and pickup window. Last-minute bookings are accepted subject to driver availability — for anything inside a few hours, call 0427 143 612 rather than booking online, so we can confirm immediately.
How do I get a price?
Use the emailed quote form with your pickup address, destination and passenger count. The price you are shown is the price you pay — it already includes tolls, GST and airport access fees, and it does not change with traffic or time of day.
Do I need to pay a deposit?
No. There is no deposit and no card held at booking. Payment is due on the day of travel, directly to your driver. See payment methods for the options.
Can I book a return trip at the same time?
Yes, and we recommend it. Booking both legs together means one reference number, one confirmation and a driver already allocated for your return. You can request this on the quote form or by phone.
Pickup, Meeting Points & Wait Times
Where does the driver meet me at Sydney Airport?
At T1 International your driver meets you at the P7 Building. At T2 and T3 Domestic the pickup is in the designated shuttle area. Your driver will message you with the exact spot once you have landed — full walking directions are on the pickup guide.
What do I do as soon as I land?
Turn your mobile phone on. Our driver will message you directly to coordinate your exact pickup location. Your phone needs to be switched on so we can reach you by message or call after landing.
How long will the driver wait at the airport?
Maximum wait after landing is 1 hour at T1 International and 40 minutes at T2 and T3 Domestic. Extra waiting time may incur additional fees and can also result in cancellation of the service, so please keep your phone on and let us know if you are delayed at baggage or customs.
How long will the driver wait at a home or hotel pickup?
Maximum wait time is 10 minutes after the driver arrives at non-airport pickup locations. Additional charges may apply beyond the average wait times.
What happens if my flight is delayed?
We monitor your flight in real time. If it is delayed or lands early, your pickup is adjusted automatically — there is no charge for the change and you do not need to call us. This is why we ask for your flight number at booking.
Fares, Payment & Receipts
How do I pay?
Payment is due on the day of travel, to the driver. We accept card (EFTPOS available, 1.8% surcharge applies), cash paid directly to the driver, and PayID with no surcharge. Digital and QR receipts are available on request.
Is the fare really fixed?
Yes. The quoted fare covers tolls, GST and airport access fees. It does not rise with traffic, time of day, public holidays or demand. There is no surge pricing at Prime Rider.
Can I get a tax invoice?
Yes. Ask your driver for a digital or QR receipt on the day, or reply to your booking email and we will send a tax invoice through.
Can my company be invoiced instead?
Yes — we run monthly account billing for businesses that book regularly. See corporate accounts or email info@primeridershuttle.com.au.
Changes & Cancellations
How do I cancel or change my booking?
Reply to your booking email or call 0427 143 612. Please give us at least 24 hours' notice to avoid a cancellation fee.
What does cancelling cost?
Cancellation is free if you tell us at least 24 hours in advance. If the booking is cancelled after the driver has already arrived, 50% of the total fare is charged. Full detail is on the cancellation policy page.
Can I add a stop along the way?
Yes. Extra stops — a second pickup address, a pharmacy run, a park-and-ride drop — can be added at booking and are quoted upfront. Ask for a multi-stop quote so the fare stays fixed.
Coverage, Vehicles & Who We Are
Which suburbs do you cover?
More than 700 suburbs across Sydney, the Blue Mountains, the Central Coast, the Hunter, the Southern Highlands and the Illawarra. Browse them by council area on the areas we serve page.
Do you run at 3am?
Yes. We dispatch 24 hours a day, every day of the year, and there is no night surcharge. Early-morning international departures are one of our most common bookings.
Are you a taxi or a rideshare?
Neither. Prime Rider Shuttle is a private, pre-booked shuttle service. Your vehicle and driver are allocated in advance, the fare is agreed before you travel, and our drivers are CPV-accredited and BSP licensed — not app-matched at the kerb.
Do you carry pets?
Yes, with notice. Small animals in an appropriate carrier travel free; larger dogs are accepted in the People Mover and Mini Bus. Tell us at booking so we allocate a suitable vehicle. Assistance animals always travel with their handler at no charge.
Where to Find More Detail
Every answer above has a page behind it with the full policy, walking directions or price table.
Talk to a Real Person, Any Hour
Our Sydney dispatch team answers the phone 24 hours a day — no chatbot, no hold music, no overseas call centre.
✓ Fixed fare · ✓ No deposit · ✓ Free cancellation 24 hrs · ✓ 24/7 dispatch · ✓ Flight tracked