Questions

We track your flight, so a delay isn’t something you need to call about. We adjust the pickup to your actual arrival, and your 45 minutes of free wait time starts when you land rather than when you were scheduled to. If the delay is a long one we may have to put you with a different driver. A flight that lands five hours late can conflict with our planned schedule. If anything significant changes we’ll reach out and tell you. Either way, someone will be there when you land.

At Salt Lake City: the first curb outside the Ground Transportation doors, between columns 5A and 6A. Collect your bags, tell your driver you’re on the way down, then take the escalator one floor and head outside. If you would rather be met inside baggage claim, meet and greet is $45. At Provo and Ogden the walk is short enough that your driver will simply tell you where to meet.

The SLC pickup guide, step by step →

Yes. We serve Salt Lake City International, Provo and Ogden, with the same flight tracking and the same free wait time at each.

Airport transfers →

We need the tail number of the plane and which FBO you’re flying into. Some airports have more than one FBO, so the airport on its own doesn’t tell us where to be. We need the same info when you’re flying out, so we drop you off at the right place. If you know both when you reserve, put them in the notes. If you’re chartering you may not know until you fly. In that case, tell your driver when they reach out to confirm your ride, or call the office at (801) 432-0033. We meet or drop you off planeside wherever the FBO allows it, and at the lobby where it doesn’t. We work the private ramps at Salt Lake City, Provo, Ogden and Heber. Tell us where and when, and we’ll be there when you land.

Private aviation & FBO transfers →

Salt Lake City International recommends two hours before a domestic departure and three hours for an international one, so work back from that. From Park City the drive is 45 minutes to an hour in clear conditions, which puts your pickup around three hours before a domestic flight and four before an international one; from downtown SLC it’s less. If snow is forecast, allow more time. The canyons and I-80 both slow down. It’s always better to be at the airport early than late. If you aren’t sure what to book, call or text us your flight info and we’ll help you choose the best pickup time. The online form takes whatever time you give it, so that one is worth a call.

As early as you can. The further ahead we know about a trip, the better we can plan the day around it, and holiday weeks, ski-season Saturdays and Sunday morning trips to the airport fill first. Twenty-four hours still works for most trips, and we take later ones by phone, but if your date is fixed, get on the calendar as soon as you have it.

Call us. The online reservation system closes 24 hours before pickup, so anything inside that window has to go through the phone. We take those trips where we can, and a 20% late booking fee applies. It’s included in the price we quote you on the call, so there’s no surprise afterwards. We’ll then send you a link to confirm and pay; the trip isn’t booked until that’s done, which matters more than usual when the pickup is hours away. Worth knowing before you commit: because the trip is already inside the 24 hour window, it’s non-refundable as soon as it’s booked.

Call or text and we’ll take care of it: a new date or time, a different pickup or drop-off address, an extra stop, or a change in how many of you are traveling. You can also send a change request yourself, by following the View Confirmation link in your confirmation email. Either way it comes to us to confirm rather than changing the trip on its own. A change means the trip is quoted again at the rates in effect at the time of the change, and we’ll let you know if there is any change in price. If your trip is within the next 24 hours, tell us as soon as you know and we’ll do our best to accommodate your change.

Yes. The SUV is available by the hour with a three hour minimum. Useful for a night out, a day of meetings, or anything with several stops where you would rather keep the car than book each leg. The van can be booked by the hour as well, but it’s quoted rather than priced off a list. How the clock is counted, and how far an hourly trip can go, are on the hourly charter page.

Hourly charter →

It depends on your exact addresses, traffic and the weather, so rather than publish a number that may not hold, the reservation system shows the estimated time to your destination on the quote, before you book.

Payment is due at the time of booking. When reserving online, you provide payment as part of the booking process. If we set the trip up over the phone, you will receive an email or text with a link where you confirm, pay and accept the terms. The reservation isn’t confirmed until you have completed those tasks, so it’s worth doing when you get the link. If you would rather give card details on the call, just say so. Paying over the phone counts as accepting the terms in the same way completing the link does. Fares are paid by credit card, and an invoice is emailed to you when your payment is processed.

Gratuity is part of every trip; what you choose is the amount. When you reserve you pick 15%, 20% or 25%, or enter your own figure of at least 15%. You can instead opt to hand it to your driver in cash; if you choose that and the driver isn’t tipped, 20% goes to the card afterwards. Either way there’s nothing to work out at the curb.

Cancel more than 24 hours ahead and you’re refunded in full. Inside 24 hours there’s no refund. At that point the vehicle and the driver are committed to you and the slot can’t be resold. A trip booked inside that window is therefore non-refundable from the moment it’s booked. To cancel, call or text, or follow the View Confirmation link in your confirmation email and send the request from there. You’ll get a confirmation once the trip is canceled.

Yes. All our vehicles run 4WD with winter tires, which keeps us compliant when UDOT posts traction restrictions on the canyons. What we can’t drive through is a closure. Avalanche control shuts the canyons without much warning. We watch the road reports the morning of your ride and call you if the plan has to move.

No. We specialize in private SUV and van rides: a full-size SUV for up to six, and a 14 passenger van for bigger groups. Both go where a stretch can’t: up a canyon on a snow day, into a resort drop-off, onto an ordinary driveway. If a stretch is what you’re after, we’ll tell you straight that we aren’t the right call.

Ask and we’ll do our best. We can’t promise it. It depends on who and what is free that day, and a long delay can force a change even after it’s set. What does not change is that the trip is yours, and nobody rides in it who didn’t arrive with you.

The SUV takes five passengers with full ski gear, or six with regular luggage. The van takes fourteen with bags. Skis, boards and boot bags ride at no extra charge. If your group is bigger than fourteen, ask and we’ll quote it.

Yes, on request and at no extra charge. Tell us the child’s age and weight when you reserve so we bring the right one.

Yes. Put it in the trip notes when you book: small pets ride in a carrier and larger dogs are fine on the floor, and there’s a $25 pet fee. Our reservation system can’t add that fee itself, so we’ll add it to your reservation and tell you the price before the trip. Telling us in advance also decides which vehicle we send. Service animals are always welcome, ride at no charge, and don’t need a carrier. The fee covers having the animal along rather than cleaning, so if there’s a real mess afterwards the cleaning terms apply.

Yes. (801) 432-0033 takes texts as well as calls. Use it to reserve a ride, ask a question, or change something on an existing reservation. It’s the better option when we can’t pick up, because the text is still sitting there when we’re available. We’ll text or call you back as soon as we can. One thing worth knowing: that number reaches the office. Once your trip is under way, contact your driver directly instead. They’re the one who can actually do something about where you’re standing. Some automatic messages, like trip status updates, come from a different number. They say Wasatch Mountain Express, so you’ll know it’s us. A reply to that number does reach us, but the office line or your driver is quicker.

Your driver reaches out the day before your ride to confirm, so you have their number well before you need it. Our reservation system also sends an automatic text when your driver is on their way, with a link to their number in it. Contact the driver rather than the office once you’re ready. They’re the one who can start moving toward you. If you’re ready to go and haven’t heard from your driver, call the office at (801) 432-0033.

Call or text your driver or the office at (801) 432-0033 as soon as you notice, and we’ll go look. Your driver checks the car after every trip, but small things like a phone down the side of a seat or earbuds in a door pocket are easy to miss, and the sooner we know the better the chances. If we find it, we’ll work out the best way to get it back to you; any cost of returning it is yours. We hold what we find for 30 days.