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 typically respond within 5 business days 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 deadline for final trip details?
A: Final trip details — exact times, addresses, and passenger count — are due at least 10 calendar days before departure by 5:00 p.m. on a university business day. This gives our team time for driver assignment, route review, and safety compliance. A 20% late finalization surcharge applies if details are submitted after this deadline.
Q: Can I make changes to my trip after it’s been confirmed?
A: Yes — contact us at charterum@umd.edu with the updated details. Minor changes can typically be amended on your existing estimate. For significant changes, a revised estimate may be required. Changes submitted inside the 10-calendar-day deadline are treated as itinerary amendments and may be subject to the late finalization surcharge, or may not be able to be accommodated depending on vehicle assignments and operational requirements. During a trip, any itinerary changes must be approved by Charter Admin and cannot be authorized by or through the driver.
Q: Can I cancel my booking? What are the fees?
A: Cancellations must be made in writing to charterum@umd.edu. Cancellation with at least 10 calendar days’ notice will incur no charge. Cancellation with 3 to 10 calendar days’ notice will be assessed the deployment fee for the assigned vehicle. Cancellation with less than 3 calendar days’ notice will be assessed 100% of the trip total. For multi-vehicle bookings, cancellation fees apply per vehicle. University closures or inclement weather: no charge.
Q: What happens if there’s bad weather or a campus closure?
A: For non-critical travel, Charter Services follows university operating status — if campus closes, opens late, or dismisses early, trips are adjusted at no charge. If the adjusted schedule no longer works for you, you may cancel at no charge. For critical travel (airport transfers, team travel, multi-day trips), Charter Services assesses road conditions independently and will only operate if safe. If we cancel for safety, no fees apply and we will attempt to reschedule.
Q: What should I do if my group is late?
A: Billing begins at the scheduled departure time regardless of when the group boards. Late arrivals do not extend the scheduled service. If drivers wait more than 30 minutes past the scheduled pickup time without contact, they may declare a “no-show,” resulting in cancellation and a fee equal to 100% of the trip total. Please ensure your group is on time or inform us of any delays.
Q: What are the surcharges?
A: A 20% rush booking surcharge applies to new trip requests received less than 5 business days before departure. A 20% late finalization surcharge applies when final trip details are submitted after the 10-calendar-day deadline. Final trip details — exact times, addresses, and passenger count — are due at least 10 calendar days before departure by 5:00 PM on a university business day.
Q: Are there any additional fees I should be aware of?
A: Additional fees may apply for extended service duration or distance, unpaid parking or lodging, relief driver fees ($650/day), tolls (billed at actual cost), specialized cleaning, or vehicle damage caused by the group.
Q: What is a deployment fee?
A: The deployment fee is a flat fee charged per trip that covers pre-trip inspection, fueling, cleaning, and travel to your pickup location. It replaces the previous “vehicle care fee.” The deployment fee varies by vehicle type and is listed on our rate card.
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: How does billing work?
A: Payment is accepted through Workday Internal Service Delivery only—accepted worktags: USource, Grant, Gift, or Project. Invoicing is typically completed within two weeks of service. Other University of Maryland System entities (e.g., UMBC, Universities at Shady Grove) may also use Charter Services — contact us for billing details.