Charter Request FAQ
Q: How do I book a charter?
A: Start by reviewing our vehicle descriptions and rates. Then, fill out the charter request form with all applicable details and email it to us at charterum@umd.edu. Our team will reach out within a week with an estimate or to request further details.
Q: What information do I need to provide in the charter request form?
A: Please include as many specifics as possible, such as dates, times, addresses, locations, and itineraries. Don’t forget to provide day-of charter contact information for smooth communication.
Q: How far in advance should I book a charter?
A: We recommend booking at least six weeks before your desired service date to ensure availability. For multi-day or extended services, booking several months in advance is advisable.
Q: What is the airport hold option, and when should I use it?
A: The airport hold option allows you to reserve a motorcoach for a 24-hour period, ideal for groups with flexible or uncertain travel plans. Use it if flight times or event schedules might change last-minute. If your plans are fixed, it’s more cost-effective to book directly.
Q: What are the rush fees?
A: Rush fees apply if the itinerary is finalized within eight university business days before the trip. The fees are the greater of one hour of the hourly rate or 8% of the total trip cost for motorcoaches, large transit buses, small transit vans, and sprinter vans, and a $30 flat rate for SUVs.
Q: Can I cancel my booking? What are the fees?
A: Yes, you can cancel by emailing charterum@umd.edu or calling (301) 314-7271. There is no charge for cancellations made at least seven calendar days in advance. For cancellations within one week but at least 24 hours, a fee applies. For cancellations less than 24 hours in advance, higher fees are applicable.
Q: What happens if my trip is canceled due to inclement weather?
A: Weather-related closures of the College Park campus do not automatically cancel charters. UMD DOTS will decide whether to run or cancel services based on safety conditions. If your trip is canceled due to unsafe conditions, there will be no cancellation fees, and we will try to reschedule.
Q: What should I do if my group is late?
A: If drivers wait more than 30 minutes past the scheduled pickup time without contact, they may declare a "no-show," resulting in cancellation and applicable fees. Please ensure your group is on time or inform us of any delays.
Q: Are there any additional fees I should be aware of?
A: Additional fees may apply for extended service duration, unpaid parking or lodging fees, specialized cleaning, and damage to the vehicle caused by the group.
Q: Who can I contact for emergency assistance on the day of service?
A: For day-of-service emergencies, contact the Charter Operations Hotline at (301) 314-7271, option 1. For weekends and late nights during the summer, Shuttle-UM is closed so please email charterum@umd.edu.
Q: What payment methods are accepted for charter services?
A: We accept credit card, check, KFS, and RSTARS as payment methods for our charter services. Our billing specialist will reach out to you within two weeks after your charter to follow up and set up the payment