Questions and Answers

When will the shuttle's departure time be confirmed ?

You will receive a confirmation from our driver at the latest at 9pm on the eve of your departure. If you do not receive a confirmation by then, please contact us at 1-855-NAVETTE to ensure your shuttle departure.

Where can I take the shuttle  ?

You can take the shuttle from one of our rendez-vous points :

In Sherbrooke, Magog and Orford, you may opt for the home pickup service. In Magog and Orford, it will either be the shuttle or a taxi organized by us that will drive you between your home and closest the rendez-vous point.

How much luggage can I travel with ?

Each passenger is allowed 2 regular-sized pieces of luggage (less than 23 kg or 50 lbs) and one carry-on luggage (less than 10 kg or 22 lbs). If you are travelling with additional luggage or with oversized luggage, an additional fee of 10$+tx per additional or oversized luggage will apply. If you are travelling with an animal, the animal is considered as a piece of luggage.
Luggage is considered oversized if it weighs more than 23 kg (50 lbs) or if its total dimension (length + height + width) exceeds 158 cm (62 in).
You must let us know when you book your shuttle how many pieces of luggage you will have and the type of luggage (regular vs oversized), so we can allocate the necessary space in the shuttle for your luggage and that of other passengers.

Are pets allowed ?

You can travel with your pet (dog or cat). Your pet must be in its travel cage in the shuttle and must remain in its travel cage for the duration of the shuttle trip. Please let us know that you are travelling with your pet when you book your shuttle.

What happens if my itinerary changes ?

For any changes to your itinerary (e.g. date, destination, boarding place, flight number, number of people traveling, etc.), you must contact us at 1-855-NAVETTE before your shuttle’s departure to change your ticket.
If you are outside Canada or the United States, you can also contact us by email at info@aeronavette.ca. If this change occurs within 48hrs of your departure or arrival, we are not responsible for any delays that may result. Additional fees may apply.

Who determines the shuttle's route ?

The driver determines which road to take.

Is there a locker service for coats and boots ?

Aeronavette does not offer a locker service for coats and boots.

Should I leave a tip for the driver ?

Tipping is entirely up to you, but if you liked your driver's service, a tip would be greatly appreciated.

Who checks the flight’s status ?

You must check your flight’s status, for your departure and your arrival at Montreal-Trudeau airport. If your flight itinerary changes (ex. your flight is delayed, cancelled, there is a change in flight number, etc.) you must contact us at 1-855-NAVETTE before your shuttle’s departure to change your ticket.

I’m at the airport or at the rendez-vous point and the driver is not there ?

If you still do not see your driver at the airport or at the rendez-vous point after a 15-minute wait, contact us right away at
1-855-NAVETTE.

What happens if I need to cancel my trip  ?

If the cancellation occurs more than 72 hrs before your transport, you can receive a full refund for the unused portion of your shuttle ticket.
If the cancellation occurs less than 72 hrs before your transport, you have two options, either a 50% refund for the unused portion of your ticket or a credit for the full amount valid one year.
There is no refund or credit available if the cancellation occurs less than 24hrs before your transport.

When do I need to be at the rendez vous point for my departure ?

You must be at the rendez-vous point, ready to board, 15 minutes before your departure time. If you are running late, please contact us at 1-855-NAVETTE.

When will we arrive at the airport ?

You can arrive at the airport anywhere from 2 to 4 hrs before your flight's departure, depending on the circumstances (e.g. international or domestic flight, road conditions, etc.).

What if I'm travelling with small children ?

If you are traveling with a child measuring less than 63 cm (2 ft.) in a seated position, the child must have a child car seat for his/her shuttle trip. You may bring your own car seat or rent one with us. If you bring your own car seat, we can store it and bring it to the airport when you return, for an additional fee of 10$ +tx. Car seat rental is also available for an additional fee of 5$ +tx (one-way) or 10$ +tx (round-trip).

What happens during adverse weather conditions ?

Aeronavette cannot guarantee transport to the airport and/or the Eastern Townships if road conditions are critical or if the roads are closed to circulation, for your own safety and that or our drivers.

Where can I find my driver at the airport ?

Our driver will wait for you at the Aeronavette kiosk located between doors 24 and 25 inside the airport.
If you do not see your driver after a 10-minute wait, please contact us at 1-855-NAVETTE.

What happens if something unexpected happens at the airport ?

If you have lost your luggage and must make a claim with the airline, or any other situation or problem that may delay your exit from the airport, please advise us as soon as possible by calling
1-855-NAVETTE.
In cases of unforeseen circumstances, you may have a maximum waiting time of 3hrs.