Santa Fe, NM
FAQ | Frequently Asked Questions
College Plaza South
2400 Cerrillos Rd.
Santa Fe, NM 87505
Office Hours:
7:00 AM - 8:00 PM
505-474-5696
santafe@groometrans.com
Santa Fe Branch FAQ
Do you provide on-site parking?
We provide complimentary parking at the Groome Transportation office located at 2400 Cerrillos Rd., Santa Fe, NM 87505.Do you offer residential pickups?
We do not currently offer Home Pick-Ups from our Santa Fe Location.Do you offer hotel pickups?
Yes, all Santa Fe Hotels served with confirmed reservation. Be at your pickup point 10 minutes prior to your designated pickup time. Groome Transportation is not responsible for transporting passengers who miss the van. Please remember, you must be outside the hotel for pick up. If you are not picked up by 5 minutes past your departure time, call our office immediately. Have your confirmation number ready. With this number you are guaranteed service.Do I need advance reservations for transportation?
To ensure availability, we recommend at least 24 hours notice when seeking a reservation. We will do our best to accommodate customers who do not provide advance notice but service cannot be guaranteed.How does your shared-ride service work?
Service from the Albuquerque Airport to Santa Fe
Book online or over the phone at 505-474-5696 in advance to guarantee you a seat at your preferred shuttle departure time. Gather your luggage and proceed to the Shuttle Waiting Area inside the airport next to the East door just past Carousel 8. Please be prepared to check in with your driver at least 10 minutes prior to your designated pickup time. Due to security considerations, the Albuquerque Sunport does not allow us to wait outside at the curb. Our drivers park in the commercial parking lot and walk in to the airport Shuttle Waiting Area.Service from your Santa Fe hotel, lodging, convention center, or train stations to the Albuquerque Airport
We recommend booking your ride at least 24 hours in advance. Be ready to go 5 minutes prior to your scheduled pick up time. Join the ride with other passengers going to the airport. When you arrive, our driver will drop you off right outside the Albuquerque Sunport airport entrance doors.How many stops will the van make?
The number of stops will depend on the number of other passengers in your vehicle. Most of our vehicles seat 10 passengers. The average amount of stops within a route typically consists of five to six stops, but that may vary based on the destinations of the other passengers.How do I know what order I’ll be dropped off?
Since we can’t guarantee the sequence of pick-up or drop-off in advance of the ride, we recommend you speak your driver directly to find out about their planned route.How long will the trip take?
Our shuttle departure time from Santa Fe is the time we leave from the corner of Water & Sandoval, and we pick up guests at hotels around town prior to the departure. Travel time from Water & Sandoval to ABQ Sunport is approximately 75 minutes. Travel time from ABQ Sunport to Santa Fe is estimated as 75 minutes, but the exact time of dropoff at any given stop depends on the number and destination of the other passengers on the shuttle. The driver chooses the drop off order to create the best route for the maximum number of passengers.What does riding at your own risk mean?
Riding at your own risk means that you booked with a pickup time outside of those times recommended by our system to ensure timely arrival. For customers booking pickup later than the recommended times, we are not responsible for fees resulting from a missed flight.Where is my ride?
This is the most common question we receive from customers with an impending pickup. If it is 5 minutes after your scheduled shuttle time and the vehicle has not arrived, please call our office at 505-474-5696 and one of our customer service agents will contact the driver.What if my flight is delayed?
If you know in advance that your flight is delayed, please call our office at 505-474-5696 so we can move you to another shuttle. If you do not find out in advance, just call us when you arrive and we will get you on the next available shuttle. We do our best to monitor inbound flights, but on days of high volume or extreme weather delays that may not be possible.Do you offer service to Santa Fe Airfield?
We do not offer service to / from Santa Fe Airfield at this time.
Albuquerue International Sunport (ABQ)
How To Find The Shuttle At ABQ Airport
CHECK-IN AREA ON BAGGAGE CLAIM LEVEL
Please check in with your driver at the Shuttle Waiting Area kiosk INSIDE the terminal building on the baggage claim level next to the East door, just past Carousel 8. (Head right at the bottom of the escalators and go all the way to the far east end.) Be at the Shuttle Waiting Area 10 minutes prior to your designated pickup time. Groome Transportation is not responsible for transporting passengers who miss the van. Please have your confirmation number ready. With this number you are guaranteed service.We ask that passengers arrive 10-15 minutes prior to departure for all locations.
DROP-OFF ON DEPARTURES LEVEL
Your driver will drop you off on the departures level outside one of the main entrance doors. If you need assistance from a skycap please ask your driver, and they can flag down an airport employee.
Check In Policy
What is the check-in policy?
We request all passengers be in the Shuttle Waiting Area at least 10 minutes prior to your departure time.
Reservations
How do I make an airport shuttle reservation?
The easiest and most convenient way to make a reservation is to use our online reservation system. To make a reservation online, go to your local Groome Transportation webpage and click “Book Now” to get started. You can also call your local Groome Transportation office to make your reservation.How early should I arrive for my reservation?
To maintain an on-time schedule, we kindly request all passengers be ready at their pickup location at least 15 minutes prior to departure.What do I do if my flight is delayed?
If you’ve missed your scheduled shuttle please call our office at 505-474-5696 as soon as possible and we will rebook you on the next available departure.Are shuttle reservations required?
To ensure availability, we strongly encourage reservations. We will do our very best to accommodate customers who do not provide advance notice, but service cannot be guaranteed.
Cancellation Policy
How do I cancel my reservation?
You must cancel or change your reservation by 11:59pm the day before your travel date. No refunds will be issued. If you need to cancel, you will be issued a credit for use on future travel within the next year. The travel credit is valid for one year from its issue date (the date of the original cancellation). Travel must be rebooked by the expiration date (one year from its issue date). The travel does not need to occur by the expiration date.Credit will not be issued if cancelling after 11:59pm the day before your travel date. Same-day reservations are not eligible for credit if cancelled.
Cancellation Policy
How do I cancel my reservation?
You must cancel or change your reservation by 11:59pm the day before your travel date. If you need to cancel, you will be issued a credit for use on future travel within the next year. Credit will not be issued if cancelling after 11:59pm the day before your travel date. Same-day reservations are not eligible for credit if cancelled.
Payments
Do you accept credit card and cash payments?
Groome Transportation requires a credit card for any advance reservations made on the phone and online, we gladly accept all major credit cards.
Luggage Policy
Each traveler is restricted to two standard suitcases and one personal item. Since there will likely be other passengers on your shuttle, you will share luggage space with other travelers. If you are traveling with more than two pieces of luggage per person, we recommend that you consider reserving an additional seat.
Personal Items
Your personal items should be small enough to keep on your lap or in between your feet on the floor without interfering with the space of another passenger. Examples include a purse, laptop case, everyday backpack or small shoulder bag.Luggage
Groome Transportation’s standard luggage allowance is: two suitcases, each of which should weigh 50 pounds or less with a total linear length (sum total of the length, width, and height) of 62 inches or less. If any of passenger’s luggage exceeds 50 pounds, the passenger may be required to assist with loading the luggage, space permitting. Groome Transportation will not be liable under any circumstances for personal injuries as a result of loading, unloading, or other luggage handling for such luggage.Luggage Tips
To avoid loss or mix-ups, we recommend that passengers ensure their luggage is tagged and identified with both the customer’s full legal name and contact information. We also recommend that all luggage be locked with TSA approved locks.We will make every effort to safeguard and return luggage to passengers in the condition that it was when loaded on the shuttle. However, Groome Transportation will not be liable under any circumstances for damage to or loss of any luggage. Groome Transportation disclaims any liability for particularly expensive, valuable, or fragile items such as, but not limited to, computers, electronics, jewelry, banknotes, artwork, collectibles, or antiques, and strongly recommends that these items remain with passengers at all times, subject to the other policies set forth above.
Prohibited Items
Boxes that exceed standard suitcase restrictions, other over-sized luggage, and duffel bags exceeding the luggage allowance; corrosive substances (such as acids and alkalis), combustible or flammable liquids (such as gasoline and kerosene), compressed gases, bio-hazardous materials, explosives (including fireworks), hazardous materials (poisons, radioactive materials, etc.), materials with a noxious odor, illicit substances.Military Travel
Military travel is unique for temporary duty assignments (TDYs) and, therefore, Groome Transportation will allow personnel traveling for TDYs to bring the standard TDY kit which includes two duffel bags, one externally supported ruck sack and one personal bag. If additional equipment is required, please communicate that to the local office and we will do our best to accommodate on a space available basis.Military personnel traveling with us who are moving to their next duty station (PCS) should follow the standard luggage policy and make appropriate arrangements to move any household goods.
Firearms and Ammunition
All passengers are prohibited from carrying weapons on the bus or in their carry-on items. Federal or local law enforcement officers are subject to exemptions. Weapons and firearms may be transported in suitcases. Firearms in suitcases must be in a locked hard-sided case and declared to a Groome representative at check-in. Ammunition may not be transported in any carry-on bag.Assistive Devices
For those passengers traveling with an assistive device, please see our Accessibility Policy for additional information.
Accessibility
Are the shuttles handicap accessible?
Groome Transportation provides reserved seats for persons with ambulatory disabilities and specially designed vans with drive-on ramps with a capacity of 800 lbs for persons who use a wheelchair while boarding and disembarking from the vans. Contact us by telephone for assistance in making reservations for accessible travel.
Please alert Groome Transportation when booking reservations if you will be traveling with a service dog so we may reserve a seat at no additional charge for the service dog.
Children
How old must I be to ride alone?
Unaccompanied Minors, defined as passengers pages 15 to 17, may ride alone. Passengers aged 14 and under must travel with a parent or guardian.Do you provide car seats?
New Mexico law requires safety seats for children. Groome Transportation does NOT provide child safety seats and we are unable to transport children unless they are properly seated according to New Mexico law.We are unable to provide car seats or booster seats and require all passengers to provide them for their children. We are unable to hold any child restraint seats in our office.
Pets
Are pets allowed on the shuttle?
Pets are welcome in a carrier, and there’s a $10 charge each way. Service Animals, as defined by the ADA, may travel with a paid passenger free of charge.Under the ADA, service animals must be harnessed, leashed, or tethered, unless these devices interfere with the service animal’s work or the individual’s disability prevents using these devices. In that case, the individual must maintain control of the animal through voice, signal, or other effective controls.
Lost Items
What if I leave something on a shuttle?
Groome Transportation is not responsible for any lost or damaged items, however, if you have left something behind please call your local office and we will do our best to reunite you with your belongings.Lost or Damaged Luggage/Items.
Groome Transportation shall not be responsible for any lost or damaged luggage or any of the contents of customers luggage, to include, but not limited to, personal electronic items such as ipads, laptop computers, etc.
Group Transportation
Do you provide group transportation?
Groome Transportation has a late-model fleet of vans to meet your group travel needs. Call your local Groome Transportation office to inquire about availability!
Corporate Accounts
Do you offer corporate or government accounts?
If your organization’s associates travel regularly or you have clients, guests or prospective employees that travel to or from your office, a corporate/government account offers many advantages to your organization.Benefits:
Groome provides customized invoices or vouchers to your organization.
Any service can be used at any scheduled time.
Reservation can be made up to two hours prior to the trip time.
Your reservations can be made by you, your guest, or by us.
There are no taxes or handling fees.
Groome eliminates the need to reimburse your associate or guest.
Direct convenient monthly invoicing in each month you have riders.
WHY GROOME?
Leave the Driving to Us!
Schedules
Services available 24/7, year-round. Schedules to meet any flight plan.
Parking
Complimentary parking available at most offices for your convenience.
Affordable
Sharing a ride is less expensive and greener than driving alone.
Convenience
Enjoy curbside drop-off and pickup at your destination.
CONTACT GROOME
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