Top 10 Questions to Ask When Choosing a Transportation Company for Shuttle Service

Before signing a contract, make sure to ask these 10 essential questions to ensure you’re choosing a provider who’s capable, compliant, and aligned with your goals.

1. What industries do you specialize in serving?

Not all transportation companies are created equal. Ask whether they have direct experience with your specific needs—whether it’s employee shuttles, hospital transportation, hotel guest transfers, or event logistics. A provider familiar with your industry will understand its unique challenges and regulations.

2. Are your vehicles ADA-compliant and properly maintained?

For any shuttle service, safety and accessibility are non-negotiable. Confirm that their fleet includes ADA-compliant vehicles and that regular maintenance checks are performed. If you serve elderly, disabled, or medically vulnerable populations, this is especially critical.

3. What type of vehicles are in your fleet, and can we tour them?

Luxury, capacity, and features vary widely. Ask about:

• Vehicle size options (e.g., 14-passenger, 27-passenger, 56-passenger)
• Amenities like WiFi, air conditioning, outlets, or leather seating
• Branding options for your organization

If possible, schedule a fleet tour to see the quality firsthand.

4. Do you provide custom route planning and scheduling?

Your shuttle service should be tailored to your team’s needs. Look for companies that provide route optimization based on:

• Employee home locations
• Hospital shift times
• Airport arrival/departure schedules
• Visitor flow or event schedules

The best providers will offer route simulations and flexibility for adjustments.

5. What technology is included for tracking and communication?

Modern transportation solutions should come with modern tools. Ask about:

• Real-time tracking for vehicles
• Rider alerts via SMS or email
• Dashboards or ridership data reports

These tools—such as RidePal—enhance transparency and allow you to track usage, efficiency, and ROI.

6. How are drivers trained and vetted?

Your drivers are the face of the service. Confirm:

• Background checks and drug testing
• Customer service and sensitivity training (especially for hospital/patient transport)
• Emergency protocol certifications
• Experience requirements

You want drivers who are not only safe but also friendly and professional.

7. Do you offer dedicated account management and customer support?

Having a single point of contact for scheduling, questions, and changes ensures better service continuity. Ask:

• Is there 24/7 dispatch support?
• How do you handle last-minute changes or emergencies?
• What’s your average response time?

8. Can your services scale with our growth or seasonal demand?

Whether you’re planning to open a new office, expand your hospital campus, or expect seasonal tourism surges—your transportation provider should be ready to scale. Ask about fleet availability, flexibility, and notice required for changes.

9. What sustainability practices do you follow?

More organizations are prioritizing green initiatives. Ask:

• Do you use electric, hybrid, or CNG vehicles?
• How do you reduce emissions or optimize routes for fuel efficiency?
• Can you provide environmental impact reports?

This is especially important for companies committed to ESG goals or LEED certification.

10. Can you provide references or case studies from similar clients?

A reputable transportation provider should be happy to share success stories, client testimonials, or case studies that align with your industry. This helps validate their experience and shows a proven track record.

Final Thoughts

Choosing a shuttle service provider isn’t just about transportation—it’s about trust, reliability, and partnership. Asking the right questions up front ensures you find a company that aligns with your operational goals and delivers the level of service your riders deserve.

At Bauer’s Intelligent Transportation, we’ve helped organizations across California elevate their transportation programs for nearly 40 years. Whether you’re launching an employee shuttle, connecting hospital campuses, or enhancing guest experiences—we’re here to answer your questions and guide you every step of the way.