Guest Information

Pick-Up Rules & Procedures

To ensure a smooth, punctual, and stress-free journey through the Canadian Rockies, please review the pick-up rules below before your transfer. These procedures apply to all bookings with Bow Valley Chauffeur.

Calgary International Airport (YYC)

Airport Meet & Greet

At the time of booking we require your flight number and arrival time so your chauffeur can monitor your flight in real time and adjust for delays or early arrivals at no additional cost. Once you have landed and collected your luggage, you will be contacted with your assigned bus bay number (between 1 and 36), located directly outside the luggage carousel area on the Arrivals Level.

Flight Details Required

Provide your flight number and scheduled arrival time when booking. We track your flight and account for typical customs and baggage times.

Meeting Point — Bus Bays 1–36

After collecting your luggage, exit the carousel area to the outdoor bus bays (numbered 1 through 36) directly outside the terminal. Your chauffeur will meet you at your assigned bay.

Contact on Landing

Once your phone connects, please call or WhatsApp us at +1 (587) 338-2806. We will confirm your assigned bus bay number and your chauffeur's exact location.

Complimentary Wait Time

We include 60 minutes of complimentary wait time from your scheduled landing. Additional wait time is billed at $30 per 30 minutes.

Banff

Hotel & Residence Pick-Up

For departures from Banff, please be ready in the lobby or at the main entrance at your scheduled pick-up time. Please note: we only pick up and drop off at the hotels listed below. If your accommodation is not on this list, contact us in advance and we will do our best to arrange the nearest approved pick-up location.

Pick-Up Location

Drop-Off Location

Not seeing your hotel? Contact us before booking to confirm availability.

Be Ready 5 Minutes Early

Please be in the lobby or at the entrance at least 5 minutes before your scheduled pick-up time. Your chauffeur will not enter the hotel to search for guests.

Loading Zones

We use the property's designated valet or loading zone. If your accommodation has restricted vehicle access, we will meet you at the nearest legal pick-up point and advise you in advance.

Chauffeur Notification

Your chauffeur will send a WhatsApp or SMS notification 10 minutes prior to arrival with the vehicle description and licence plate.

Departure Timing for YYC

We recommend departing Banff at least 3.5 hours before international flights and 2.5 hours before domestic flights, accounting for winter driving conditions.

Vehicle Policies

Passengers, Luggage & Conduct

Passenger Capacity

Our 2023 GMC Yukon XL comfortably seats up to 6 passengers with luggage. Larger groups must be arranged in advance and may require additional vehicles.

Luggage Allowance

Standard allowance is one large suitcase and one carry-on per passenger. Please advise us in advance of oversized items such as ski bags, golf clubs, or strollers so we can plan accordingly.

Child Seats

Alberta law requires child restraints for children under 6 or under 40 lbs. Please request an infant, toddler, or booster seat at the time of booking — provided at no additional charge.

Vehicle Conduct

Our vehicles are strictly non-smoking (including vaping). Sealed non-alcoholic beverages are welcome; open alcohol is not permitted under Alberta law. Please respect the vehicle interior — cleaning fees apply for damage or excessive soiling.

Delays & Conditions

Late Arrivals, No-Shows & Weather

Flight delays. If your flight is delayed, your chauffeur will automatically adjust. No action is required from you as long as your flight number was provided at booking.

Missed connections or diverted flights. Please notify us as soon as possible by phone or WhatsApp so we can rebook or reschedule your transfer.

No-show policy. If a passenger cannot be located after the complimentary wait window has elapsed and repeated attempts to reach the primary contact have failed, the booking is considered a no-show and the full fare will be charged.

Winter driving & road closures. Guest and driver safety take priority over schedule. In severe weather or highway closures on the Trans-Canada, your chauffeur may adjust departure time or route. We will keep you informed at every step.