Excellence Coaches Terms & Conditions
  • Excellence Coaches is a family run business offering transport between Cairns airport and Port Douglas. We've transported 1000s of passengers since staring business and everything goes pretty smoothly, but like all businesses we need to have our T&Cs. Shuttle services delivered by Excellence Coaches aim to transfer passengers on time and according to the booking confirmation. All staff and drivers are working towards that goal.
    All passengers are advised to have travel insurance to cover any costs resulting in any unexpected delays in transit, or for any other loss associated with their travel.
    All Australian Consumer Law (Queensland) rights and guarantees apply.
  • COVID SAFE Travel information Policy 2020

    Created: 2 June 2020 (updated 14 July 2020)

    Excellence Coaches will look to closely align with airline procedures.

    Travellers are therefore encouraged to continue the same precautions they felt comfortable with when flying into Cairns. We note many planes are near capacity in mid-July 2020.

    We do recommend our private transfer service at this time, and so the following policy is applicable to our seat in shared shuttle service.

    These procedures are in place for June 2020 or until updated here. This policy will be revised monthly.

    1. Maximum seats in the shared shuttle have been reduced from 13 persons to maximum 7 persons. This allows for social spacing within the shuttle. Commencing 1 August 2020 normal seats in shared bus will recommence. Passengers wishing to maximise physical distancing are recommended to utilise our private transfer service with no other passengers.

    2. All shuttles are stocked with hand sanitizer at the entrance to the shuttle, and passengers are asked to please use when entering the bus.

    3. Shuttles are cleaned regularly.

    4. All Excellence drivers are encouraged (but not mandated) to wear masks.

    5. Masks will be made available to any passenger who wants one.

    6. The use of masks remains optional in Queensland.

    7. Contact tracing. As a natural occurring consequence of any booking we maintain a manifest of peoples names, contact email and phone number. If these are requested by the Queensland Government Only as part of contact tracing we will provide details for that purpose only. Our terms and conditions have been updated today to reflect that change.

    IMPORTANT NOTICE TO TRAVELLERS: As with any travel now there is a responsibility on passengers to not travel when unwell, or if becoming unwell during travel to adapt their plans or consider how they may minimise contact with other passengers or travellers while they feel unwell.

    Thank you for helping us transfer your family and friends between Cairns Airport, Cairns City and around Port Douglas.
  • Definitions:

    - Captain Cook Highway means the highway from the roundabout intersection with Port Douglas Road, running south into National Highway 1 and the intersection with Airport Avenue in Cairns.

    - Our Business means Excellence Coaches

    - Travel Insurance means an insurance policy to protect you for losses associated with delays in travel.
  • Being contactable on your phone is an important part of travel. Passengers can help transfers flow smoothly by being contactable.

    1. Please ensure your mobile phone is on as soon as you are allowed in Cairns or within the terminal and proceed direct to the baggage claim or arrivals hall areas. Please try and make contact with our driver and let them know you have arrived and are getting your bags. If the driver is not visible, collect your bags and wait at baggage claim carousel 4 as that is where our driver will arrive OR contact the phone number on your bookings confirmation after you have your bags.

    2. Important transfer details are on the booking confirmation sent to you once you've paid, including phone number of your shuttle and your EXC reference number. Please keep this available to you for any enquiry.

    3. Before departure from Port Douglas please ensure you make contact Excellence Coaches 18-24 hours before you leave to confirm your pick up time. Usually our business will email OR text you to confirm the pickup time, but sometimes the text doesn’t go through to international phones, or the confirmation email may go to spam. If you phone us about your booking please phone 07 4183 1400 and be sure to try and have your booking reference number handy (EG. EXC0015). This is on your confirmation receipt sent to you when booking confirmed, and can help us quickly check your departure details.

    4. Once your shuttle has been booked there is no need to reconfirm your arrival into Cairns. All bookings are automatically scheduled for pick up once your confirmation has been emailed to you.
  • Payment in full to secure booking.

    1. Payment needs to be made in full to secure your booking. Confirmation documents are usually not issued if payment has not been received. Bookings where passengers pay by cash to driver can be arranged but must be organised in advance directly with our office.

    2. Online booking under 24 hours before travel not always possible. If using our shuttle book and pay form to book for your transfer less than 24 hours before travel your booking may not be processed. You will be advised ASAP if your booking is either successful or unsuccessful. Your credit card will not be charged if your booking is not processed.
    Liability limited to refund of transfer cost or redelivery of service.

  • Liability limited to refund of transfer cost or redelivery of service.

    The maximum liability and remedy for any dispute regarding our shuttle transfer service is the cost of the transfer provided. No liability is accepted by Excellence Coaches for any other loss or consequential loss such as airfares, accommodation, missed wages or any other loss whatsoever resulting from any delays (for example but not limited to delays caused by other passengers, accidents, landslips or inundations which close the Captain Cook Highway, or any unforeseen circumstance which prevents the shuttle from gaining access to the airport or gaining access before a flight check in has closed) or any accidents which affect the delivery of the shuttle service. Additionally no other liability beyond refund or redelivery of service is accepted by Excellence Coaches for any loss, or any claim made, whatsoever against any affiliate shuttle service providing contracted services to Excellence Coaches.
  • Cancellation fees. Timely communication can help you get a refund.

    1. To secure any refund less cancellation fee, passengers must request cancellation at least 24 hours prior to travel time in writing by email or phone.

    2. Cancellations of any confirmed and paid bookings more than 24 hours before travel attract $12 fee per adult and $6 fee per child to cover booking establishment fees. Booking mean seating capacity has been dedicated to your party, and so withdrawing a booking has cost implications for all service providers.

    3. We make refunds by the same method as payment.

    4. For cancellations less than 24 hours before transit there will be no refund payable and any security held for booking used. For discounted return bookings, cancellation of your outward or return leg only will mean your booking is charged as a one way price, and the cancellation fee for the return remains under the same conditions as above. Why no refund under 24 hours? When passengers have booked a shuttle the shuttle company contracts or rosters a drivers and shuttle bus to your transfer. Cancellations less than 24 hours mean a financial loss for the business. You may be the only passengers on the shuttle and without your custom the shuttle becomes a loss making journey. This cost can not be covered by the shuttle, for example, when a passenger elects to cancel at the very last minute by deciding to hire a car or for some other reason. As per cancellation item 2 above cancellation over 24 hours is OK for a minimal fee per passenger. The discounted rates we offer (vs taxi or walk up shuttle transfers) are only possible by the allocation and management of booked services. Thank you for your understanding.

    5. Passengers at the airport who do not make themselves known to the driver by the time their flight has cleared or who are not at a designated point of meeting at the time arranged, and are not contactable on their nominated mobile will be regarded as a no show and no refund will be made if the bus has already departed. For passengers who are non contactable and later make contact we will try (but are under no obligation) to get you a later bus if possible, but this will likely involve extra costs.
  • Delays or frustrations to delivery of service can happen. Events beyond everyone's control may cause a delay, but the goal is to minimise any delay for passengers.

    The most likely potential situation is that the Captain Cook Highway gets closed (sometimes for several hours) if there is a traffic accident on the road. This can impact departures from Port Douglas to Cairns, and does happen from time to time. This is one of the reasons our business will always encourage passengers to have travel insurance for delays and frustrations beyond the normal course of business. Additionally we also try to work to a target of leaving Port Douglas 2.5 to 3.0 hours before scheduled flight departure to maximise our options in case of sudden road closure, and leave earlier for international flights or flights with earlier check in like Tiger Airways. We also recommend passengers have the potential to leave earlier if needed, and be contactable on your mobile phone or email the day of your transfer if possible. For example if there is a road closure, shuttles can access Cairns via the inland highway via Mareeba which takes an extra hour (2 hours travel instead of 1 hour travel).

    1. There are multiple events that could cause delays such as late or early flight arrivals. Our business always tries to monitor flights before you arrive in Cairns and before your departure from Port Douglas to help identify changes to any schedule. This includes shuttle drivers monitoring flights at Cairns airport where flights are indicated in real time as landed, on the block and then arrived. Drivers and shuttle companies liaise with drivers about flight arrivals and changes in traffic conditions.

    2. Shuttle services may be affected by any pick up or drop off changes implemented by Cairns Airport, and these are beyond our control.

    3. If, through circumstances not foreseeable and beyond our control, shuttles are delayed or unable to transfer you we cannot be responsible for any financial or material losses which may be incurred by passengers. This is an important reason why we recommend travel insurance for any passengers who may be affected by unforeseeable circumstances or events beyond our control which affect delivery of our service. Examples (but not limited to) of events beyond our control: accidents where the shuttle company vehicle has been directly or indirectly involved; delays caused by road closures, accidents, landslips or inundations on the Captain Cook Highway between Port Douglas and Cairns, or in and around Cairns affecting access to the airport; severe weather events or tropical cyclone; delays in traffic conditions preventing the shuttle company from getting to the airport or getting to the airport on time; and any other events of the nature described here.

    4. If through circumstances beyond the control of Shuttle services unable to transfer you we will seek to arrange alternative transport for you at no additional cost.

    5. For delays caused by circumstances within the control of the shuttle the maximum liability and remedy for any dispute regarding this transfer service is the cost of the transfer provided.

    6. It is standard practice for shuttle companies to monitor incoming flights as planes can arrive early or late. The standard policy target is not to have passengers arriving on flights scheduled to arrive more than 20 minutes apart, on the same bus. Planes that arrive a few minutes late may mean a slightly longer wait for those passengers who have arrived on an earlier flight. We ask those passengers for patience on these occasions - as it could be your flight that is running a late or arriving early and nobody wants to be left stranded. If a severe plane delay is occurring, passengers on that flight will usually be transferred to the next available bus or we will make alternative arrangements for their transfer to minimise the waiting time at the airport. There may be an additional cost incurred.
  • Safety. Please obey Australian traffic regulations and driver safety advice.

    100% of passengers including all children must wear a seat belt in the shuttle van. Failure of any passenger to wear a seat belt will mean the shuttle will not move.

    1. All Excellence Coaches shuttles are equipped with safety belts. Child seats are available and can be installed if booked at the time of your booking. Vehicles must comply with Queensland Transport authority's rules and are regularly checked by that authority for compliance.

    2. All shuttle bus drivers are experienced drivers who must have Queensland Transport issued Drivers Authority (DA) to transfer fare paying passengers. This DA issued by Queensland Transport ensures a driver has passed a medical exam, eye examination and criminal records check. Drivers must also hold an upgraded Queensland driver’s license for either LR (Light Rigid) or MR (Medium Rigid) vehicle (depending on the vehicle they are driving).
  • Pick up and drop off points - sometimes the bus cannot access a street with no turning or a gate with no key code.

    1. Due to the design of some streets we may not be able to enter some areas of Murphy Street, some gated real estate and some caravan parks where there is no turning option for our shuttle. These drop off and pickups are then available only at the closest street corner, front gate or nearest practical access point.

    2. Shuttle buses are prevented from entering unsealed roads due to insurance and damage liability issues.

    3. Our shuttles drop your party at one location only. Due to the shared nature of a shuttle and timetables, we are unable to keep passengers waiting while other passengers collect keys. If you need to collect keys from an accommodation agency, we suggest best approach is to drop your party at the accommodation and send one person via local shuttle or walk if close by. Alternatively, we can drop your party at agency to collect keys and make your own way to accommodation. Options may be discussed with your driver, but any decision by the driver to apply our one drop off per party policy will be supported by our business, and enquiries referred to this T&Cs policy which is linked from our booking form and accepted by passengers before booking.
  • These terms and conditions for the entire agreement between Excellence Coaches and passengers.

    When we provide a transfer service these terms and conditions (T&Cs) are applicable to any bookings made or subsequently made verbally after an initial online booking. A link to these T&Cs is linked from our shuttle book and pay form. It is the responsibility of any travelling passenger to be aware of these terms and conditions related to our service.

    These terms and conditions form the entire agreement between Excellence Coaches and any travelling passenger. No additional terms, conditions or warranties may be implied into this agreement unless required by statute in the State of Queensland, or as required under Australian Consumer Law (Queensland) rights and guarantees which apply here.
  • Edited January 2018