Frequently Asked Questions
Which Hawaii airports do you service?
We service the Honolulu International Airport (HNL) on Oahu, the Kahului Airport (OGG) on Maui, the Kona International Airport (KOA) on Hawaii Island, and the Lihue Airport (LIH) on Kauai. We do not service the Hilo Airport (ITO) on Hawaii Island.
Besides Hawaii airport transportation services, we also provide a pier transfer on Oahu and a shuttle service to the Waikele Premium Outlets.
What vehicle will I be riding in?
The vehicle scheduled to your transfer will typically be either a van or a mini coach. We guarantee no more than 5 stops to your destination.
Are you certified to operate in the airport?
Yes! Roberts Hawaii has the necessary PUC and airport related ground transportation permits to operate in the airport. A large number of our employees have the appropriate certification to meet, greet, and support our guests at the airport, many even have access to the runways and ramps.
Where will I be picked-up?
If you are flying in on a domestic flight, our team will meet you at baggage claim and direct you to the closest vehicle scheduled for your pick-up. If you are flying in on an international flight, we will meet you outside of customs due to security restrictions.
How will I recognize your company?
Our team will be in yellow and gray Aloha shirts and hold a yellow Express Shuttle sign. We will also have your reservation information and name.
Can I change my transfer?
Yes, it is possible to change your transfer if there is availability. Rates are subject to change. To change your transfer, contact us as soon as possible at (808) 439-8800 or Reservations@airportshuttlehawaii.com.
What if I need to cancel?
We understand that plans can change, especially when planning a big trip. Cancel by 12 noon the day before your scheduled service for a refund of your transfer less 10% service fee. For cancellations made in a shorter period of time, no refunds will be provided. If you booked a round trip, the scheduled day of service is defined as the first date of service within the round trip booking.
How should I book?
There are multiple ways to book your Express Shuttle.
Reservations can be made here on the website or by calling our Express Reservation Hotline at toll-free at 1 866 898 2523 or (808) 439-8800
You can book your shuttle
- At the HNL airport by dialing ‘50’ on the airport courtesy phone.
- At the OGG airport through our airport shuttle desk
Are there discounts or savings available?
We believe in providing great value every day rather than high rates and frequent discounting. However, we do occasionally have specials available so check back here often!
Do you also offer private charters?
Yes! We do provide private charters, please contact Groups@robertshawaii.com for a custom quote.
Why is my pick up so early?
We estimate your pick up time to take into account transportation time, moderate unexpected traffic, and check in time at the airport. It may seem early but it is very important to us that you get to the airport on time.
Can you accommodate wheelchairs?
Yes we can accommodate most wheelchairs. To safely use the wheelchair lift, the combined weight of the wheelchair and guest cannot exceed 500 lbs and the maximum width of the wheelchair cannot exceed 29 inches.
Due to limited availability on ADA vehicles, please inform us of your needs ahead of time and we will make all reasonable accommodations to assist.
How far in advance should I book my transfer?
We advise booking as soon as you confirm your travel plans to ensure space availability. At a minimum, please allow at least 24 hours on Oahu shuttles and 48 hours on Maui, Kauai, and Kona shuttles.
Are you reliable?
We have over 75 years of experience in the Hawaii transportation industry and have operated the Express Shuttle for more than half a decade. We recently upgraded our operating systems to allow a greater degree of control on the dispatching of our vehicles to ensure a better service experience for you. Our drivers have also consecutively won the Hawaii Transportation Association’s statewide competition for passenger vehicle drivers.
How safe are your vehicles?
We are proud to have the largest fleet of modern vehicles and our company is on a program to acquire new equipment every four years. Our vehicles are supported by a comprehensive preventive maintenance program carried out by ASE certified mechanics.
What kind of training do your drivers have?
Our drivers undergo intensive classroom and road training covering all aspects of the service. We maintain service standards with periodic customer service training programs and continuing education classes that include driver safety and skills evaluation. First aid and CPR classes are also conducted regularly.
I can’t find my hotel in your list, do you go there?
We transfer to most major lodging properties. It is possible that we have the hotel listed under a different name. To search by address, please check our full location list here.
Do I need to provide proof of my booking?
In most cases, our team at the airport will have your name in the system and no documentation is necessary. However, sometimes, we may not have received your full flight information from your booking portal. It is always recommended to bring a printout of your booking confirmation for these unexpected cases.
Do you have restroom facilities on the bus?
No, we do not have restroom facilities on the bus. Please use the bathroom before boarding for a more comfortable ride.
Can I smoke on the bus?
No, smoking is prohibited by law on our vehicles.
My child is traveling by him/herself, can they catch your shuttle?
Under our minor policy, children under 16 years of age must be accompanied by an adult.
Do you have special rates for children?
Children under the age of four are complimentary on the shuttle if they can be securely held on their parent/guardian’s lap and do not require a seat. We do not have special child rates.
I want to share my feedback! Where should I contact you?
Drop us a note at CustomerService@airportshuttlehawaii.com. We love to hear from our guests, both positive and negative feedback is welcome.
What are your drivers like?
Our drivers are safety professionals. They are highly trained to provide safe, prompt, and efficient transportation for all our guests. They are also very friendly and would love to share more about our islands with you!
This is my first time to Hawaii, any advice?
How exciting! There is so much to see and do here, there’s something available for all ages and interests! For tours and activities, check out www.robertshawaii.com.
If you are on Oahu, you might be interested in taking a circle island tour to get an overview of the island. The ships at Pearl Harbor are also a must-see.
If you are visiting Hawaii Island, hop on a circle island tour which takes you around the island. It is called the “Big Island” for a reason though!
On Kauai, check out the stunning Waimea Canyon and Fern Grotto, marvels of nature.
In Maui, the road to Heavenly Hana is a famed windy road to one of the most beautiful places in the island. It can be a difficult drive so hop on board with our experienced local drivers.
What time is it in Hawaii?
Hawaii runs in Hawaii-Aleutian Standard Time UTC/GMT – 10 hours.
What currency do you use?
We are a state of the United States of America and USD is legal tender.
What types of outfits should I pack?
For the most part, weather in Hawaii is beautiful without extremes.The average daytime temperature is 85ᵒ at sea level. Summer attire is appropriate most times such as shorts, short-sleeve shirts, flip-flops and comfortable shoes. You should also bring a light jacket/windbreaker.
However, if you are traveling to high elevations, it can get quite cold so bring a jacket and warmer clothing! During the winter months, we do experience colder weather as well. Our “winter” season is from November to March/April when we tend to see more rain and wind.
Is the water safe to drink?
Yes, the drinking water in Hawaii meets United States Environmental Protection Agency guidelines.
Please note though that if you are swimming, wading, hiking, or playing in freshwater streams or waterfalls to be cautious of Leptospirosis.
Gratuity is not included in the rates and fees, suggested gratuity is 15%. Please give at your own discretion based on the level of service you feel you received.