Company Policies

Reservation Policies

1. Reservations should be made at least 48 hours in advance.
2. Forms of Payment:
   • When traveling from our Orlando Terminal, payments can be made in cash or with a credit/debit card.
   • When traveling from any other location, only cash is accepted.
3. If you have a reservation and no longer wish to travel, please contact us to cancel your reservation.
4. Unpaid reservations are not guaranteed.
5. By providing your phone number and booking reservations with Jet Set Express, you consent to receive informational text messages regarding your reservation.

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Passenger Conduct and Travel Policy

Jet Set Express is committed to providing a safe, comfortable, and pleasant travel experience for all passengers. To maintain these standards, all passengers must adhere to the following policies:

Dress Code

• Passengers are required to dress appropriately while traveling. Clothing must be clean, in good condition, and suitable for public settings. Passengers wearing excessively soiled, torn, or inappropriate attire (e.g., offensive graphics or language) may be denied boarding.

Personal Hygiene and Odor

• Passengers must maintain personal hygiene. Strong or unpleasant odors that may disrupt the comfort of other passengers are not permitted. Clothing and personal belongings must also be clean and odor-free.

Intoxication and Substance Use

• Jet Set Express has a zero-tolerance policy for intoxication or the use of illegal substances. Passengers exhibiting signs of intoxication, such as impaired behavior, slurred speech, or the smell of alcohol and/or drugs, will be denied boarding and may be asked to leave the premises.

Personal and Checked Items

To ensure safety and cleanliness, all personal items and checked items must be packed in proper luggage. Jet Set Express only allows:

• Suitcases
• Duffel bags
• Backpacks

Luggage must be in good, clean condition. The following are not allowed:

• Loose shopping bags
• Cardboard boxes (unless professionally packed and sealed for travel)
• Totes or containers in poor condition
• Bicycles and scooters
• Coolers, boxes, or other containers with frozen goods or liquids

Additional Policies:

• Luggage is limited to two complimentary checked bags (45 pounds each) and one carry-on per person.
• Overweight or oversized bags will incur additional fees.
• Plastic-wrapped luggage is not permitted.
• All items must fit within designated storage areas and meet size and weight restrictions.
• Personal items must fit in the overhead compartment or under the seat; oversized personal items must be checked.
• Passengers must declare luggage valued over $100 USD and may purchase supplemental insurance.
• Fragile and valuable items should not be placed in checked luggage.
• All persons and luggage are subject to search.

Food and Drinks

Passengers may bring packaged snacks (e.g., chips, candy) and uncooked items (e.g., fruits, vegetables). Cooked foods are not permitted. Resealable or twist-top drinks and sodas are allowed, but large-mouth cups or containers with lids are prohibited.

Traveler Restrictions

• Passengers under 15 years old must travel with a guardian aged 18 or older.
• A seat must be purchased for each passenger, including infants and children.

Conduct and Behavior

• Passengers must behave respectfully toward staff and other passengers. Disruptive, aggressive, or inappropriate behavior will not be tolerated and may result in denial of service.
• Headphones are required for audio devices, and passengers are asked to minimize phone calls to respect others.

Compliance with Policies

Passengers must comply with all posted policies and staff instructions. Failure to adhere to these policies may result in refusal of service without refund. Our company reserves the right to deny service to any individual who disrupts operations or prevents proper service delivery.

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Check-in Policies

General

• Departure times listed on our website and email confirmations are departure times, not check-in times. Passengers must be checked in, luggage stored, and seated onboard the bus prior to the departure time.
• Passengers checking in for tickets purchased online with a credit card are required to show valid government-issued photo identification upon check-in.
• Children over the age of 15 traveling alone must provide a birth certificate, valid government-issued photo identification, or two non-government-issued forms of photo identification to validate the child’s age.

Check-In Procedures by Location

Orlando Terminal

• Check-in begins at least one hour before departure.
• Customers must be checked in by the receptionist at least 30 minutes prior to departure. Late check-ins may result in loss of reservation without a refund.

Kissimmee

• Check-in begins 30 minutes before departure.
• Late check-ins within 5 minutes of departure are not guaranteed a seat or refund.
• Payments and luggage inspections are handled by the mobile dispatcher or driver if a dispatcher is unavailable.

Service Plazas and Other Locations

• Check-in is performed by the driver upon arrival.
• Passengers must wait at the designated location specified in their confirmation email. Drivers will not search for passengers inside buildings or outside designated areas.

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Cancellation and Refund Policies

1. No changes, cancellations, or refunds are permitted within 24 hours of departure.
2. Missed or unused trips will not be issued refunds or credits.
3. Changes are accepted if requested and approved at least 24 hours in advance.
4. Credits left on file must be used within 30 calendar days of the initial departure date.
5. Refunds requested at least 24 hours in advance will incur a $2 fee per passenger per one-way trip.

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Time Estimates

1. Pick-up and arrival times are estimates and not guaranteed.
2. Jet Set Express is not responsible for delays caused by breakdowns, traffic, weather, or other conditions.

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Parking Policies

Orlando Terminal

Overnight parking is available at $10 per calendar day per vehicle.

Kissimmee and Other Locations

Parking at these locations is at the passenger’s risk. Adhere to local signage to avoid fines or towing.

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Good Service Commitment

Jet Set Express is dedicated to providing well-maintained vehicles and exceptional service. If you are unsatisfied with your experience or have suggestions for improvement, please contact our team. Your feedback is valuable to us.

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Prohibited Items

Prohibited Items in Carry-On

Prohibited Items in Checked Luggage