Frequently Asked Questions

Safety

  • How do I know that I’m traveling with a reputable and safe vehicle operator?

    The Buster team vets every operator personally before they become Buster Verified and can take trips with our customers. All our operators meet all USDOT safety and insurance standards and are required to be in satisfactory standing. Insurance and safety details are available for all Buster customers upon request.

  • Can I rate the vehicle operator that runs my trip?

    Yes, and we hope you will! We are always eager to learn from your experiences traveling with Buster. We share some feedback with operators so they can get better every trip, and we personally review every piece of feedback you send us about Buster and use it to improve our service.

Booking

  • How can I get a quote for my trip?

    You can get actual quotes for your trip in just a few minutes. No waiting and no emails or phone calls required. Just use our trip planner to create your trip, and click “See Options.” You’ll see real quotes for all package options - whether you’re looking for the night of your life in a party bus or a simple ride to the airport.

  • Where do I manage my trip once I’ve booked?

    Once you sign in, you can manage all your trips in your dashboard. Even after you book, you can edit trips and send questions or notes about a trip to our team and your operator.

  • Some of my itinerary details have changed. Can I update my trip?

    Yes! Find the trip you’d like to update in your dashboard, and click through to manage it. On the trip’s page, you can edit your itinerary. You’ll see how changes might affect your trip price before you decide whether to save them.

  • What is Buster’s cancellation policy?

    You can cancel your trip at any time. However, if you cancel within one week of your trip, we can only refund 50% of the trip price.

  • How can I contact my trip operator?

    Before your trip, you can ask questions or share information about your trip with Buster and your trip operator on your trip’s page in your Buster dashboard. Three days before your trip, you’ll also know the name and phone number of your driver in case you need to coordinate directly.

  • How far in advance should I book my trip?

    Charter operators tend to book up well in advance, so the earlier you book, the more options will be available for your trip. We still guarantee your trip, even if you need to book with only a few days’ notice.

  • I’m looking for certain amenities in the vehicle that I book. How can I find the right option?

    Once you plan your trip and get results from your search, you’ll see packages with different amenities, vehicle types, and sizes. We’ve created packages to make it easier to understand what options really are out there - so if what you’re really looking for is a mini school bus with Wifi and laser lights, you might not see it. But if you’re looking for something operators in your area have, you’ll find the right match.

  • I want to book a trip where we have shuttling vehicles making loops around a few stops. Does Buster provide that option?

    Yes, but our trip planner doesn’t support that option yet, so please contact us in a live chat so we can help you plan your shuttle.

  • Is there any limit to the number of destinations I can add to a trip?

    The sky’s the limit. We can’t travel to the sky. This is a ground transportation company. But you can add as many stops on land as you like.

  • I’m going to need multiple vehicles for my trip, and each one needs to make slightly different stops along the way. Is that doable with Buster?

    Yes indeed. Once you book your trip with a single itinerary, you can easily edit the itinerary for each individual vehicle to create multiple routes.

  • Why are options in the Standard and Luxury categories sometimes cheaper than options in the Basic category?

    We show all your options sorted by quality and amenities, from the most basic packages (like school buses) to the most elaborate (like fancy party buses with lots of amenities). The prices for different kinds of vehicles vary based on where you're traveling, how far you're going, and how many seats you need, and which of our partner companies are in the area - so sometimes, nicer packages end up being cheaper. It's basically like a hack - we're exposing the best prices in the charter industry for you. The weird thing is that you couldn't find those deals before!

Payment

  • When is my credit card charged?

    When you book your trip, Buster authorizes your credit card with a $1 hold to verify your payment information. Then, seven days before your trip, we’ll charge the full trip price on the card you used to book. After your trip, if there are any changes in price because of tolls, parking, damages, or time and mileage overages (yawn, traffic), we will notify you and charge your card again for those costs.

  • Are there extra fees on top of the price I see when I'm booking?

    We do our best to avoid any extra charges by including tax and tip up front when you check out, but sometimes trips do see more extra costs than that, from things like tolls, parking, damages, or time and mileage overages.

    After your trip, if your trip required overages like tolls or extra travel time, we’ll notify you and charge your card for those extra costs. And we’re always happy to help you understand what cost extra on your trip, if you have questions.

  • How much does it cost to use Buster?

    Buster is free to explore and search for trips, and the price you see for each package is the price you pay. Prices vary a lot based on what kind of trip you’re planning.

  • Can I receive a refund from my trip?

    After your trip, you can request a refund if you are not happy with your experience. Our team will review your request, and talk to your trip operator about it. We’ll coordinate to make sure everyone is on the same page, and once everyone agrees, we’ll issue your refund.

  • Is tip included?

    Yes - tip is included in the total price you pay when you book your trip. You do not need to tip your driver the day of your trip. No need to carry cash!

General

  • I lost an item on my recent trip. Can you help me retrieve it?

    Yep. We’ve been there. In your Buster dashboard, when you’re looking at the page for your completed trip, look for the button that says “Lose something? Report lost items to your driver and company.” You can report as many lost items as you like. It does make the lost item hunt a little easier if you submit each item as a separate report. Once you’ve sent in the details, we’ll work with your trip operator to try and get it back to you.

  • Do Buster vehicles allow eating and/or drinking?

    Sometimes. Look for the food and drink amenities when you’re browsing your options after you search with your trip itinerary. Food is a hamburger (or a veggie burger, you decide). Drink is a little cup.

  • Will my vehicle have a driver?

    Yes. All Buster trips are chauffeured charter trips, so you'll have a driver. Each vehicle you book will have a driver for the entire length of your trip. If your trip is very long, you may have an extra driver on your journey so that the drivers can rotate to stay alert on the road.

Automated Booking Management

Buster handles automated quoting, invoicing, and customer service in one centralized, beautifully-designed dashboard. So you can finally spend more time driving your business forward, while maintaining complete control.

  • Where do I keep track of all of my bookings?

    On your Trips page, you can see all upcoming and past trips and individually manage each one.

  • How does Buster facilitate communication between the customer and me?

    Before a trip, the Buster team is there to facilitate any communication needs with your customer. Three days before the trip’s departure, we’ll ask you for the driver details and share them with the customer so you can be in touch directly.

  • How soon after a trip ends should I close my trip?

    As soon as possible. You’ll receive an email from Buster reminding you to close your trip about 12 hours after the trip ends, but you can always do it earlier. The sooner you close, the sooner we can pay you for the trip.

  • Does Buster keep track of transaction history, revenue, and trips I’ve taken?

    Yes, we do. In your My Metrics section you’re able to view and export all data about your Buster transactions, revenue, and trips.

Hassle-Free Payments

When our system handles a booking, you are protected by a robust, secure, and flexible payment system. With customer payment information on file and daily reconciliation, you’ll never need to chase checks for extra fees, damages, or cancellations.

  • When and how do I get paid for trips?

    We pay you by direct deposit seven days after you close your trip. We reconcile payments every day, so you don’t have to wait for a particular day of the week.

  • What’s done to make sure I receive payment after a trip and to prevent the customer from dodging the bill?

    The customer’s payment information is on file from the moment they book, and they pay in full before the trip. The card is saved so we can also bill them for all additional fees at the end of the trip. You’re protected by our robust and secure payment system, so we ensure you don’t have to chase checks for any costs associated with a trip.

  • What about additional fees like tolls, parking, overtime, or damages which may accumulate during a trip?

    We add an incidentals fee to the booking cost to cover tolls, parking, damages, and overages. If these fees go over $75, then the customer will be charged the difference after the trip. After you return from each trip, you can adjust costs to reflect these fees under your Trips page.

  • How do I go about canceling a trip?

    If you can no longer take a trip, you must farm out the trip so another Buster Verified Operator can pick it up. If you need to farm out a trip, you’ll incur a $100 penalty. You’re never required to initially accept a trip from the Buster exchange, so if you are not sure whether you’ll be able to take a trip, it’s best not to accept it.

    If you farm out a trip within seven days of the trip departure, you’ll be charged 25% of the booking cost or $100, whichever is greater, for the emergency farm-out.

    If a customer makes changes to a trip itinerary that result in a change of value of 25% or more, and you no longer want to take the trip, you’ll have have 24 hours to farm out the trip without any penalties.

  • What if my friend can take the trip?

    If you accept a trip through the Buster exchange, YOU are required to take the trip with YOUR vehicles. If your friend wants to take the trip instead, we’d love to have them join Buster as well. Then you can farm out the trip and they can accept it. Otherwise, the only way to farm out a trip is through the Buster exchange, to our pool of Buster Verified Operators.

  • Does Buster take a commission on Buster generated trips?

    Buster takes a 10% commission on all trips. We also charge a 2.9% credit card processing fee.

  • How does Buster help reconcile any damage done to my vehicle(s) during a trip?

    After a trip, you can submit a damage report from the Trips page in your Buster dashboard. We’ll review your report and share it with the customer, and if we agree that the claim is valid, the customer will be liable for the damages.

  • How can I view the most up-to-date total trip cost?

    You can always view your receipt under the Trips page in your dashboard to see the current cost. And any time a customer updates a trip itinerary, we’ll send you an email.

Fair Competition

When you become Buster Verified, you’re joining a community of operators who value quality and safety. With automated compliance checks, clear ratings, and customer reviews, you are operating on a level playing field of exclusively reputable operators.

  • What is required to become verified on Buster?

    We work with each operator we verify to ensure they are providing the best quality, service, and safety to customers. We make sure Buster operators meet all federal, state, and local safety qualifications. They must also add Buster as an additional insured on their vehicle liability insurance policy and the coverage must be primary and noncontributory to any insurance held by Buster. The insurance coverage must be provided by an insurance company with a rating of “A-” or better by A.M. Best Company or its equivalent, and provide a waiver of subrogation in favor of Buster.

  • How long does it take to get verified?

    You can complete your profile in less than an hour. As part of the verification process, our team will visit you in person to take professional photographs of your vehicles. The sooner we can schedule an appointment, the sooner we can have you live and ready to take trips.

  • How often does my safety information need to be updated?

    As often as it expires. We require expiration dates for all uploaded documents, so we’ll be sure to remind you when an expiration date is coming up.

  • Can customers rate my company and/or driver after a trip?

    Yes, and we encourage them to do so. This will help us ensure all Buster Verified Operators provide the best service possible.

  • Can I rate my customers after a trip?

    Yes. We encourage you to give feedback about your customer so we can understand your experience working with Buster and ameliorate any issues.

Instant Online Bookings

We are invested in the best digital marketing practices available, so we can give your company a robust, expanded reach. Through Buster, customers can book online, directly and seamlessly, and find you more easily.

  • How does Buster make it easier for customers to book with me?

    Buster operators have exposure to a robust consumer audience that they may not be in front of already. We make booking much easier for customers, and we make connecting with those customers much easier through the Buster exchange.

  • My pricing is unique depending on day of week, time of day, month of year, and various holidays. How can I accurately reflect that to customers?

    We’ve developed tools to account for dynamic pricing. You can adjust price based on month, day of the week, time of day, and specific holidays under your My Fleet page. We designed our pricing tools to help you make your profile as uniquely customized, and as true to your business as possible. You can manage base, time, and mileage rates for each of your vehicles on your My Fleet Inventory page. You can also set gratuity, overnight fee, and shuttling fee.

  • How is the price of a trip determined?

    We use real prices from all of our operators to find the overall market average that a customer sees. If you like the price of a trip that comes through the exchange, take it! If you’re busy that day, you can just ignore it.

  • Why do I need to give the driver’s cell phone number when confirming each trip?

    We require driver cell phone numbers so that customers can reach the driver personally with any last minute details about the trip, coordinate as necessary during the trip, and establish a more personal connection with your driver and your business during the trip.