FREQUENTLY ASKED QUESTIONS

CANCELLATION, LUGGAGE & MISCELLANEOUS INFORMATION

What is your COVID-19 policy?

  • As a result of the May 25, 2021 Grand County Public Health Order, masks will no longer be required for fully vaccinated people on Home James vehicles.

  • Denver International Airport still requires masks, so masks need to be worn while on airport property (even outside).

  • Individuals who have not been vaccinated will still be required to wear masks on board Home James vehicles.

  • If a non-vaccinated passenger removes their mask or wears it improperly, the driver has been instructed to drop that passenger off at the next gas station.  No refund would be provided to the passenger.

  • ​Drivers will disinfect vehicles between each trip.

 

Do I have to call the office the day before I depart the Winter Park area?

  • For a departure leg to DIA we ask that all passengers call the Home James office at 970-726-5060 or toll-free at 833-2RIDE-WP the day before your departure to reconfirm your pickup time and location.

What is your cancellation policy?
  • We have a 48-hour cancellation policy for all reservations that have not purchased trip insurance. All reservations are non-refundable if cancelled within 48 hours of your scheduled pickup time, unless you purchased trip insurance. See Trip Insurance in the Home James Policies for details about cancellation with trip insurance.  If you made this reservation using a credit card, it will be charged 48 hours before your scheduled pickup time. 

Do you have trip insurance?

  • If you purchase trip insurance for the shared shuttle service, you can cancel your reservation up to 30 minutes before your scheduled pickup time for a full refund, less the cost of the trip insurance itself.  If you purchase trip insurance for the private charter service, you can cancel your reservation up to 3 hours before your scheduled pickup time for a full refund, less the cost of the trip insurance itself.  Passengers that travel with Home James (board the shuttle and use the service for any length of the trip) but are delayed due to traffic, weather, and road closures are not entitled to a refund.  Passengers that do not notify Home James of their cancellation will be charged the full amount.

How much is trip insurance?

  • It's just $5 each direction for trip insurance on shared shuttles.  You may purchase trip insurance on one leg of a round trip if you'd like.  If you have more than one person in your party and you are booking together, trip insurance is all or nothing; every person must opt in or opt out.

  • It's $25 each direction for private charter services.

How much luggage can I bring?

  • Each passenger is limited to 1 large bag, 1 carry-on sized bag, plus a ski or snowboard bag or another large bag.  Carry-on luggage may be required to fit underneath your seat. Excess luggage is subject to a surcharge of $78 (the price of an additional one-way seat). Oversized luggage (any single dimension greater than 5 ft.), oversized ski or snowboard bags, and bike boxes are subject to paying an additional $78. 

Do you charge extra for a wheelchair?

  • An ADA-compliant collapsible scooter or collapsible wheelchair are no extra charge, however due to insurance reasons drivers are not allowed to help passengers move in or out of the van.  Please call the office if you are travelling with these items so that we can plan for the space required.

Are you pet-friendly?

Are private charters allowed a stop?
  • Private charters are allowed one stop for up to 30 minutes.  Should the group require more time, the driver or Home James office staff will need to collect $85/hour beyond the first 30 minutes. 

How do I find you at the airport?

  • Collect your luggage at the baggage claim area on level 5 of the Main Terminal. Proceed to Door 513 on the east side of the terminal. The signage will be blue; if you see even-numbered doors on red signage you need to walk across the terminal to the east side.  The driver will pull up outside Door 513 at Island 1, which is labeled Mountain Carriers, about 10 minutes before the scheduled departure time. Passengers must meet the driver at the van.  The driver is not allowed to leave the van.

Do you have a map of where to find the Home James vehicle at the airport?

Are you kid friendly?

  • Yes of course!  Children 11 and under are always half the price of a full-price adult fare.

Do you provide child seats?

  • Home James does not provide child car seats.  While car seats are not required by law within commercial vehicles, Home James strongly encourages guardians to travel with their child’s car seats.  The drivers are not allowed to help install car seats; it will have to be done by the child’s guardian.

Do I get my money back if there are weather or traffic delays or road closures?

  • As much as we’d like to, Home James is unable to control the weather or traffic.  Home James is not responsible for missed flights due to these issues.  If you feel that more time may be needed, it is your responsibility to call and change your pickup to an earlier time.  The office staff will do their best to accommodate based on current availability.

What happens if the roads close?

  • If the roads are open, Home James will be running vehicles! 

  • If Berthoud Pass (Highway 40) closes due to an avalanche, an accident, or any other reason, we will assess the situation and decide if it makes sense to wait for the road to open, or if we will "go around" by taking Highway 40 west to Kremmling, then Highway 9 to Silverthorne, and then I-70 to the Denver International Airport.  This route takes a minimum of 3 hours, and in bad weather it can take well over 4 hours.

  • If CDOT closes both Highway 40 and I-70, there is no way to get to Denver.  If the estimated length of closure looks to be long enough to affect you making your flight, you should look at changing your flight plans.  After that, make your way back to the ski hill and enjoy the great snow and smaller crowds! 

  • If you are down in Denver when the roads close, we will do everything we can to get you up to the mountains as soon as possible.  

  • In all road closure cases, we will proactively call every affected passenger to keep them updated on the situation, and give them options on what travel adjustments can be made.

 

Can Home James change my pickup time?

  • Home James Transportation reserves the right to move any departure reservation to an earlier time.  Home James Transportation also reserves the right to move any arrival reservation to a later time.  This can be done at any time for any reason.  We keep this ability for a number of reasons.  This list is by no means exhaustive and is only intended to illustrate some of the most commonplace reasons: 

  • Safety: we may be aware of a storm coming, and for the safety of our passengers and drivers, we may move the pickup time in order to have a better chance of getting you to your flight on time.  

  • Traffic: Much like bad storms, we may be aware of severe traffic, and we may move your pickup time in order to have a better chance of getting you to your flight on time.  

  • Road Closures: at times CDOT will notify us of avalanche blasting, and so we will move pickup times up in order to attempt to get you to the airport on time, or push your airport pickup time later so that you are not sitting in the van for hours waiting for Berthoud Pass to re-open.

  • Home James will do everything in our power to get a hold of every passenger by phone prior to moving pickup times.  If you are unreachable by phone, we will send an email to the address that received the confirmation email.

How long has Home James been around?

  • Home James Transportation is proud to be in its 39th year of operating shuttle service from Denver to the greater Winter Park area! Our commitment is to provide the highest level of service to all of our guests in a safe environment.  If we ever fall short of this commitment, please let us know.  

Does Home James do local private charter service?

  • Yes!  We are happy to bring you from town to the resort, pick you up before and after dinner, or any other trip you might need!  We request that you make advanced bookings (preferably more than 24 hours) however we can attempt to accommodate immediate requests based on staff availability.  

Does Home James do weddings?

  • Yes!  We'd love to help get your loved ones to and from your wedding safely.  Send an email to info@ridehj.com or call our office to get a quote!

 

More questions?  Take a look at our Terms & Conditions