FAQs

Help is just around the corner. Feel free to contact us if you don’t feel like reading or if your question(s) are not answered below.


Planning your trip

Where can I view your rates?
Airport Transportation
Regional Transfers
Activity and Dinner Transfers
In-town Custom Shuttle
For a personalized quote, please contact us with your transportation requests. If you have a group requiring multiple transfers please place a Request for Proposal.
What is the GST?
The Goods and Services Tax is a 5% federal tax applied to all goods and services purchased in Canada. Visitors can be refunded in full upon application. For more information please contact the Revenue Canada Visitor Rebate Program. Rates shown online do not include GST but will be added on at the time of booking.
What are Airport Gate Fees?
Airport Gate fees are added to all chartered bookings departing from the Calgary International Airport. This allows for the driver to park at the Calgary Airport where he/she will then wait for you to gather your luggage and make it to the vehicle.The applicable airport gate fee will be added at the time of booking.
Does the cost include a gratuity or tip to the driver?
Gratuities are not included in our rates. If you would like to add a gratuity to your quote please let our reservations team know when you are making the booking.
Does the cost include the Banff Park User Fee?
The cost does not include Banff Park User Fee. For more information call Parks Canada at +1 (403)-762-1504. The Banff Park User Fee will not be included in your booking.
Are prices quoted in Canadian Dollars or United States Dollars?
Our rates shown online are in Canadian currency.
What type of vehicles do you use?
Our fleet includes Lincoln MKTs and Cadillac Escalade SUV’s. All of our vehicles are regularly maintained at our on-site facility and cleaned expertly by our detailing team.
Is my pet allowed to travel with me in the vehicle?
Due to allergies, we unfortunately do not allow pets in our vehicles. However, if you have a service animal we will be happy to have them on board.
How much luggage can you accommodate per person?
Our luggage limit is simular to that of most airlines. We allow for: 2 pieces of luggage and 1 carry-on. Ski and snowboards must be in a ski/snowboard bag. Sporting equipment is included in your luggage limit. Bikes must be packaged in a box to prevent damage during transport. If you are travelling with a bike boxes or any other oversized luggage items please contact us. *Banff onDemand is not responsible for any damage incurred during transport.
How much time should I allow between my scheduled flight arrival time and the charter departure time?
Passengers coming from locations in the US or International should allow approximately 45 minutes – 1 hour to go through immigration, collect luggage and clear customs. Passengers coming from within Canada should allow approximately 30 minutes.
On my return, how much time should I allow for travel between my location and the Calgary International Airport?
Allow 2.45 hours travel time from Lake Louise to the Calgary International Airport, 1.45 hours from Banff and 1 hour 20 minutes from Canmore.

Making your booking

How can I request a quote?
Contact us with your transportation requests. If you have a group requiring multiple transfers please place a Request for Proposal.
What type of payment is accepted and when will my card be charged?
Individual reservations are charged at the time of booking to Visa, MasterCard, or American Express. For multiple transfers view our Meeting Planners section or contact us for more information on your payment options.
What if I need to confirm, change, or cancel my reservation?

It is always a good idea to confirm your booking 24 hours before travel. Changes to date and times are $10/change and we will do our best to accommodate your requests. All cancellations made prior to 48 hours are 80% refundable. Cancellations after this time has expired are non refundable. See our full policy.


Airport Transportation

What will happen to my reservation if my flight is delayed/cancelled?
All private reservations come with a 30 minutes time delay included. Beyond this point, additional charges will apply ($20/15 minutes). If we don’t hear from you and your plane is delayed longer than two hours then we will depart the airport without you and full charges will apply. If your flight in cancelled or delayed before take off, call our office to speak to a representative at +1-888-449-2901.
How long does it take to travel between Calgary and Canmore, Banff or Lake Louise?
It will usually take up to 1 hour and 20 minutes to arrive in Canmore, 1.45 hours to Banff, and up to 2.45 hours to arrive in Lake Louise.
Where at the airport will I meet my driver?
Your driver will carry a sign with your group name listed and will meet you at your arrival gate for domestic travel. For international travel, the driver will meet you just outside of customs. If for some reason you do not see the sign and driver, the default meeting spot is at the Banff Airporter tour desk, main arrivals, area B.
Where will I be dropped off and picked up in Banff/Canmore or Lake Louise?
For all private vehicle transportation in Banff, Canmore and Lake Louise you will be dropped off at your location of choice. On a private service we can also drop off/ pick up at downtown locations in the city of Calgary and of course at the Calgary international Airport. Please advise the reservations agent of your preferred drop off/ pick up location at the time of booking.

Activity and Dinner Transfers

Where will the driver pick me up?
For all private vehicle transportation in Banff, Canmore, and Lake Louise you will be picked up at your location of choice.
What is the wait time?
All activity and dinner transfers include 3 hours of wait time. This means that for the price quoted the driver will wait at the destination for you for a maximum of 3 hours. At the end of the 3 hours the driver will then return you to your desired drop off location.
What if we want to stay longer than 3 hours?
If you would like to stay at the location for an hour or so longer that’s not a problem. In this case we will just add an additional charge for each additional hour. However, if you would like to go somewhere for the whole day pricing will differ from an activity/dinner transfer. For example: You wish to go to Sunshine Village for skiing/hiking for multiple hours. In this case you would be better to organize a regional transfer, which is classed as two separate legs of travel. In this case the driver will depart after dropping you off, and return only for the designated pick up time.