General information

For any other questions, please call our customer service department +1(702) 350-2055 Mon-Sun: 6:00am - 10:00pm

 

I have a confirmation number, but no physical ticket. What do I do?

Your confirmation number and your ticket number are the same. You can register before your trip by providing this number to one of our dispatchers at the front desk. If you still need a physical ticket, we can always print it for you.

If you just purchased your ticket online, one of our representatives will contact you shortly to confirm your trip and provide you with a new ticket number.

 

How much baggage can I take?

You are entitled to 80 pounds per adult (2 pieces of luggage with a maximum weight of 40 pounds each). If luggage exceeds the limit, an extra charge of $1.00 per extra pound will apply.

 

My bag is missing. How can I get it back?

If you have left your suitcase behind or lost it during your trip, please call our headquarters and provide your trip information. We will help you try to find it, but we cannot be responsible for left luggage.

 

When does boarding begin?

On CTI Express, boarding begins 15 minutes before departure time. However, due to the size of our vehicles and the length of our trips, we must have each passenger confirmed at least 30 minutes before departure time. If you are not there within 30 minutes of the shuttle leaving, we reserve the right to offer your seat to another passenger on the waiting list. If you need to reschedule your trip because you think you will not arrive in time for check-in, please call +1(702) 350-2055. A rescheduling fee will be charged in accordance with our Terms and Conditions.

 

I am traveling with my baby, what do I need? Does it require a ticket?

Courtesy of our company, the first infant (0-2 years old) who has a reservation on one of our trips can travel for free. Any other infants will pay a "Child" or "Minor" rate. All infants and toddlers should be seated in an appropriately sized infant carrier or child restraint. Please bring your own for the trip. Consult the appropriate legislation of NV and CA on the matter. 

 

I would like to send my child alone, is that okay?

Children from 8 to 15 years old can travel alone when their guardian fills out the consent form available in our office. We recommend that minors travel on morning departures. Please send your minors with means or resources to buy water, snacks and call the corresponding family members. Call our office for more information.

 

What about animals?

Space in our vehicles is limited. For this reason, traveling with pets is not allowed (this includes emotional support pets). Service animals are fully permitted. We recommend travelers contact us via email at info@ctiexpress.com in advance to allow time for verification and proper arrangements. This helps ensure a safe and comfortable experience for all passengers. Our request is based on the following:

 

In about 90% of inquiries, the animal is actually an emotional support pet rather than a trained service animal. As we are not required to accommodate emotional support animals—and due to limited vehicle space, shared rides, and trip duration—we are unable to do so.

To determine any necessary accommodations, we ask travelers to briefly describe the specific task the service animal is trained to perform. We do not ask about medical conditions.

Passengers are welcome to submit any supporting documentation to help expedite our review, though it is not required.

A photo of the animal can help us assess whether an extra seat may be needed to ensure sufficient space and safe travel, based on passenger count and seat selection.

We believe these steps are reasonable, but travelers are welcome to consider alternative transportation if they find the process unsuitable.

 

Can I take my bicycle?

Only bicycles that can be disassembled and fit in our vehicle’s luggage compartment can travel and there will be an additional cost for this service. Please consult one of our sales agents for more details.

 

Can I take my electric wheelchair?

No. Our vehicles lack the necessary ramps, lifts, or sufficient compartment space to safely load or transport such mobility devices.

Additionally, our drivers and staff are not professionally trained, nor covered by liability insurance, to provide physical assistance with boarding, disembarking, or handling passengers requiring significant mobility support.

As much as we strive to serve all communities, passengers who rely on electric wheelchairs or who require assisted boarding and disembarking may encounter significant barriers and should consider alternate transportation arrangements. We strongly recommend that such passengers contact us in advance before booking, as we may be able to refer them to a more suitable carrier, if available.

 

Do you have overnight parking?

Our facilities have limited parking. For this reason, we ask that you do not leave your vehicles overnight. CTI Express will not be responsible for any damage caused to your vehicle or for it to be towed.

 

At the rest stop, how much time do I have?

The duration of the stop is usually 10 to 15 minutes, some days the rest stop may take a little longer due to special plans in the logistics of our route. But don't worry, you'll always have time to stretch your legs, use the bathroom, or grab a snack. Just remember that eating is not allowed in the vehicle.

 

I need to cancel my trip, can I get a refund?

You may reschedule or cancel your trip. Refund is only available for Flexible Tickets. Cancelling Standard Tickets can only result in the issuance of credit vouchers, penalties apply. For more information, please see Section III. of our Terms and Conditions: "Changes and Cancellations".

 

Restrictions on board

We work hard to provide the best service we can to all of our passengers while complying with the law. For this reason we restrict some activities in our vehicles:

All pieces of luggage will be stored in the rear compartment of the vehicle. This policy helps us prevent any blocking of emergency exits in the event of an incident. All luggage will be stored in the rear compartment of the vehicle. This policy helps us prevent any blocking of emergency exits in the event of an incident.

Smoking, vomiting or drinking alcoholic beverages is not permitted during the trip. Please consider these restrictions when making your reservation.

CTI Express is a harassment-free space and disapproves of any form of discrimination. If any passenger is disrespecting you or your personal space, please report it to our driver to take appropriate measures to ensure the safety and comfort of our passengers, these measures may include reporting the incident to the authorities if our first reasonable attempts to handle the situation falLas Vegas Shuttles is a harassment-free space and disapproves of any form of discrimination. If any passenger is disrespecting you or your personal space, please report it to our driver to take appropriate measures to ensure the safety and comfort of our passengers, these measures may include reporting the incident to the authorities if our first reasonable attempts to handle the situation fail.

Please see our Terms and Conditions for more information.