FREQUENTLY ASKED QUESTIONS

SERVICES OFFERED

How do I know that ECC is a valid transport company?

ECC is operated by a fully registered propriety company, Wellham & Wellham Pty Ltd (ACN 060 781 928) with full accreditation by the Queensland Department of Transport to operate coaches and limousines (Accreditation No. Q101727).

What are my transport options?

We cater for just about any need. Our core business is the Port Douglas-Palm-Cove-Cairns Airport route but we are very flexible regarding the utilisation of the vehicles in supporting roles and to and from other destinations.

On our airport transfer route we offer three types of vehicle (limousine, people-mover or coach) and two basis on which you may secure a transfer (hiring the entire vehicle, or paying on a per-seat basis). The principles are explained in Our Services, the vehicles in Our Fleet, and the relevant prices in Our Prices. If you are still not sure, and would like some advice then please do not hesitate to Contact Us.

Do you only service Cairns Airport, Palm Cove and Port Douglas?

No. Although our coaches concentrate on the Port Douglas-Palm-Cove-Cairns Airport route on a routine airport-transfer basis they may be hired for other purposes and for other routes. Similarly, our limousines are at your disposal for most purposes. See Our Services for a longer explanation and Contact Us if you would like to discuss any aspect of your requirement.

Am I allowed to carry a pet in your vehicles?

No, sorry, Queensland Transport regulations preclude the carriage of animals in hire vehicles.

Do your vehicles have child restraints and seatbelts?

Our coaches do not carry child restraints and seatbelts; indeed Queensland Transport regulations preclude them being fitted. However, they can be provided at no extra cost in the Mercedes and Ford limousines. But be sure to pre-book them; they are not routinely carried in the vehicles.

Do your vehicles have wheelchair access?

No, sorry, they do not. However, if you would like some advice on what is available in the area please Contact Us.

MAKING A BOOKING

How do I make a booking?

The simplest way to make a booking is by email using the Online Booking form. You may, however, book by phone or fax using the details listed on the Contact Us page.

What if I only want a quotation at this stage, or I have a question?

You have a number of options. If your requirement is relatively simple, fill out the Request Quotation form, adding any particular points in the Comment/Questions section. We will get back to you straight away with a quotation. If your requirement is a little more complex you may be better off discussing your needs with a staff member using the details listed on the Contact Us page.

What is the 24 hour clock?

It is a system whereby the hours of the day are numbered 1 to 24, rather that 1 to 12 and repeated for AM and PM. 24 hour times are formed by leaving the AM times as they are, and adding 12 hrs to the PM times. For example, 5.30AM remains as 0530 and 5.30PM becomes 1730. The 24-hour day starts at 0001 and ends at 2359.

PAYMENT

How do I pay?

We have found that if you have booked directly with us it is best if you pay the driver cash as you embark on the vehicle. If you chose to book through a travel agent or your accommodation then they will have another arrangement to collect the money and pass it on to us. Please check with them to see what that arrangement might be.

Do you accept credit cards on the vehicles?

No, we do not.

PRIOR TO TRAVEL

Why do I need to confirm my booking?

When anyone places a booking with us we treat it seriously and set processes in place to ensure that their needs are met. However, at the time that a booking is made there is no financial commitment and some travellers change their mind without the courtesy of letting us know. Our vehicles and drivers are based 60 kilometers from the airport, at Port Douglas, and we don't like sending them on fruitless journeys.

So, all we ask is that you let us know that you still need our service. It is strongly emphasised that if we do not hear from you we will assume that you have changed your mind and a vehicle will not be sent to collect you.

When do I need to confirm my booking?

Around the 24 to 48 hours prior to travel is about right. A confirmation sent moments after making the booking tends to be meaningless. And too close to pickup time does not give us enough time to set your requirement in place.

Of course, if you are on the road and unlikely not to have email of phone access during the 24-48 hour window then we quite understand. If you are genuine about your commitment then simply contact us whenever you can.

What if I change my plans?

That's OK, but please give us as much warning as possible. We are very flexible, but sometimes 'the impossible' is beyond our ability to achieve. If we can't personally meet your amended requirement then we will do everything possible to organise another carrier to look after you.

What happens if my flight is delayed?

You will not be left stranded.

The base constantly monitors the estimated times of arrival of all flights relevant to our passengers and we juggle our vehicle movements accordingly. We will either have your currently assigned vehicle and driver wait for you; we will organise another one of our vehicles and drivers to meet you or, if that is not possible, we will have another company look after you.

What if I miss my flight and I am on a later one?

In that case, you will need to advise us prior to boarding your flight. If we don't hear from you we will have set the wheels in motion to meet your original flight. If you are not on it you will be deemed to be a 'no show' and the vehicle will depart without you. The airlines are not empowered to divulge passenger lists so we have no way of tracking you down. I

WHEN I ARRIVE

Where do I find my driver?

Normally your ECC driver will be waiting in front of your arrival gate with an ECC sign with your party’s name on it. In the unlikely event that he is not there he will not be far away. Simply collect your baggage from the adjacent carousel and keep your eye out for him. Don't wander off.

What happens if I cannot find my driver?

If after, say 15 minutes and you still have not made contact with your driver, then ring the office on 07 4098 5473. The base has radio and telephone contact with each vehicle and staff will probably already know the nature of the delay. If not, they will be able to find out for you.

However, if you did not confirm your booking at least 24 hours prior to your arrival it will have probably been deleted from the booking system. (See Why do I need to confirm my booking?) We may be able to assist. We may not.

What if my bags are lost?

We will help you to register your loss with the relevant baggage counter. This could be done by delaying your vehicle long enough for you to do so, or we could reschedule you to a following vehicle. The former is relatively easy to achieve if you have a limousine or a sole-chartered coach; however, if you have a number of fellow seat-in-coach passengers, then their needs will have to be balanced against yours. Please note that airline regulations do not permit us to collect your bag(s) and convey them on a later vehicle. The airlines have their own contracted carriers who will look after them.

THE JOURNEY

When do we depart?

If you are joining us at the airport and travelling in a limousine or in a 'sole-chartered' coach, as soon as your party has their baggage you will be on your way. (Please note that we don't have set departure times that could see you with up to an hour wait in the airport. If you have a 'sea-in-coach' arrangement your vehicle will depart once all travellers on that vehicle are accounted for.) Very occasionally there may be a wait for passengers on another flight. However, as a matter of policy we do not have our vehicles collect passengers on flights with scheduled arrival times more than 15 minutes apart.

How long will the journey take?

The no-delay travelling times to Palm Cove and Port Douglas are 15 minutes and 60 minutes respectively. A number of variables affect these times. Traffic delays and weather conditions can cause delays once underway, but the biggest influence on your total travelling time will be the vagaries of the airport and fellow passengers.

What does not, however, add to your travelling time is stops at numerous destinations along the way. We don't detour back into Cairns city, nor do we stop at Cairn's Northern Beaches. An 'all stations' transfer can more than double your travelling time. If you are bound for Port Douglas, the only 'detour' may be Palm Cove

Can we stop along the way?

If you are travelling in a 'seat-in-coach' capacity the ability to stop along the way is very limited; except for emergencies. However, if you are in a limousine or a sole-chartered coach then there is much more flexibility. Ask your driver and he will do what he can.

WHILE AT YOUR DESTINATION

What if I have other transport requirements?

While at your destination you may have an emergent transport requirement. Perhaps you require a personalised tour of the region using a limousine, with the services of one of our knowledgeable drivers. Or you may want to travel to the restaurants of Port Douglas or Palm Cove or change your luck at the Cairns Casino. We can help. Simply call the office and discuss your requirement.

GETTING BACK

How do I book a return transfer?

It is probably best to do so at the same time that you submit your arrival on-line booking. However, if you are not in a position to do so at the time, you can contact the office (using the Contact Us details) during your stay, or you can organise the transfer through your hotel.

FEEDBACK

What if I have a comment about your service, either good or bad?

If you would like to communicate with us we would welcome your feedback. Contact Us has the details of how you can communicate by telephone or letter. It has a dedicated form which is an easy way to email us.