- (305) 289-9997
- [email protected]
- Big Pine Key FL
Updated 1/2026
All services (as defined below) offered by Keys Shuttle Service, LLC dba Keys Shuttle and its affiliates are subject to the following Terms of Service (“Terms”). By agreeing to these Terms, you acknowledge and agree to be bound by the conditions of use listed below, and any future revisions and additions, as published at:
https://keysshuttle.com/terms-and-conditions/
Keys Shuttle’s services (“Services”) consist of providing transportation reservation services via website and over the phone, to individual users and payment collection services of fees and expenses from users for the Services.
Your decision to book a reservation and/or to accept transportation services is at your sole discretion.
Your receipt and/or charge may appear as Keys Shuttle and/or Pay Nexis on your bank or credit card statement.
When making a booking or registering an account profile on our site, as appropriate, you may be asked to enter your name, email address, mailing address, credit card information or other details to help you with your experience.
To confirm a Shuttle reservation, a valid credit card is required to be added to the client’s profile at the time of booking. All credit card details are stored securely via our online portal.
Your credit card will be charged at the time of booking, not on the day of travel.
We cannot accept any reservation that doesn’t have the passenger’s cell phone, email, etc. Flights run early and late and our dispatch team may need to contact you.
By providing your cell phone number during the reservation process, you agree to allow Keys Shuttle to call and/or text information regarding your reservation details.
By making a reservation you are consenting to text and/or email communications.
Customers are responsible for providing accurate information at the time of booking.
Please note we cannot accept any reservation to and from airports without flight details including airline flight number and arrival/departure times.
If you do not provide your flight information at the time of booking, you waive all rights to a refund, customer credit, or rebooking due to flight cancellations, delays, rerouting, or weather conditions.
Passengers are responsible for providing accurate flight information, including airline and flight number.
Confirmation emails are provided at the time of booking to allow customers to review details of their reservation in advance.
Passengers are responsible for correct reservation selection of pickup/drop-off times to meet their individual travel needs.
Reservation changes less than 48 hours before travel may incur additional fees.
When you submit an online reservation for a shuttle reservation, your credit card is going to be charged immediately.
The payment receipt may say “Keys Shuttle Service LLC” and/or “Florida Keys Welcome Center”.
If you do not wish to make an online booking and would rather make your booking over the phone, there is a $10 fee for all telephone reservations.
We operate similarly to major airlines.
You have 24 hours from the time you make your booking to cancel and request a full refund, excluding associated fees such as booking fees and credit card/bank fees.
If travel occurs within the 24-hour period, cancellations/refunds are not permitted.
Cancellations made within 24 hours of travel or same-day cancellations are non-refundable.
After 24 hours, one free date, time, or name change is allowed. Additional changes incur a $15 fee.
If you cancel more than 24 hours after making your booking, the booking is non-refundable and only a trip credit will be issued.
Trip credits are valid for 12 months from the original booking date and are transferable.
Cancellations resulting from weather conditions, flight delays, or other transportation delays do not automatically qualify for refunds or credits.
If accurate flight information was provided, accommodations will be made for delays and cancellations.
Flight delays will be accommodated on the next available shuttle.
Cancellation of any portion of a round-trip booking is non-refundable.
Cancellation requests must be made via:
Cancellation Link
Refund requests must be submitted via:
Refund Request Form
Unforeseen circumstances such as traffic, accidents, weather, technology issues, equipment failure, or communication issues may cause delays.
Keys Shuttle is not liable for missed flights, rebooking fees, alternate travel costs, or related expenses.
Shared ride shuttles may take longer than private services due to multiple pickups and drop-offs.
Travel time depends on geography, weather, traffic, and time of day.
No exact duration of travel can be guaranteed.
Pick up is at ground level after retrieving checked luggage.
Exit through Door 11 ARRIVALS and proceed to the designated Keys Shuttle pickup location.
Shuttles depart on schedule whether all passengers are onboard or not.
Pickup is between Terminals 1 & 2 at the designated limo/minibus/rideshare area.
Pickup is located outside baggage claim in the rideshare and shuttle area.
Your exact pickup time may differ from the selected shuttle time.
You will receive an email or text the night before your trip with your exact pickup time.
The shuttle cannot wait and will depart five (5) minutes after scheduled arrival time.
No-shows are non-refundable.
Keys Shuttle does not provide medical transport or Non-Emergency Medical Transportation services.
Passengers must be able to move independently or with minimal assistance.
Bookings made for medical transport purposes are at the passenger’s own risk.
Tolls, taxes, and other fees are included in the ride cost.
Gratuity is not included.
Each passenger is allowed one standard piece of luggage and one carry-on.
Fees apply for oversized or excess luggage.
Keys Shuttle is not responsible for lost, damaged, or stolen baggage.
All passengers are required to wear seatbelts.
Drivers may refuse service to passengers who refuse to comply with safety requirements.
Keys Shuttle does not provide child car seats or booster seats.
Pets are allowed with advance notice.
All pets must be transported in approved carriers unless protected by ADA service animal regulations.
Cleaning fees may apply.
Smoking, alcohol, vaping, and drug use are strictly prohibited in all vehicles.
A minimum $500 fee applies for violations.
By booking transportation services, passengers voluntarily assume all risks associated with travel and transportation services.
This includes risks related to COVID-19 and other communicable diseases.
Passengers release Keys Shuttle Service LLC from liability for injuries, damages, losses, expenses, or claims arising from use of services.
Passengers agree to indemnify and hold harmless Keys Shuttle Service LLC from related claims and expenses.
Passengers acknowledge they have carefully read and agreed to all terms and conditions before booking.
This agreement is governed by the laws of the State of Florida.
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