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Frequently Asked Questions

View questions by clicking on the topics below to expand each section.

The Airport Connexion

I am not familiar with your service. What does MO-X/Doc & Norm Direct do?


	● MO-X/Doc & Norm Direct provides ground transportation from Central Missouri to the St Louis Airport. ● Our office is in Columbia, Missouri; Columbia is located in the center of Missouri. ● While most of our passengers travel between Columbia and the St Louis Airport, we provide regional service thru a pickup point in Kingdom City, to the east of Columbia. ● Regional passengers can schedule pickup in Kingdom City for transportation to the St Louis Airport. ● Travel can also originate at the St Louis Airport.

Is MO-X/Doc & Norm Direct a limousine service?


	● No, MO-X/Doc & Norm Direct is a scheduled service. Passengers book reservations based upon our schedule for STL much the way reservations are made for air travel.

How can I arrange for travel on MO-X/Doc & Norm Direct?

● You can make reservations by phone.
● Or, you can make reservations on this web site.

Door to Door Service

What is door to door service?

● If you live or work in Columbia, MO-X/Doc & Norm Direct can pick you up at your home or office.
● When you return from the airport, MO-X/Doc & Norm Direct can also drop you off at your home or office.
● Or we can pick you up at your office and drop you off at home when you return.
● To arrange door to door pickup in Columbia, we require at least 48-hours notice.
● The door to door pickup area includes the city of Columbia and approximately 1-mile outside the city limits.

Express Service

What is express service?

● Express service is departure from the MO-X/Doc & Norm Direct Office.
● It is the lowest fare available, especially when booked on-line.
● Just arrive 10-minutes before departure time. It is the departure point for all trips.
● When you return from the airport, it is the first drop-off point.
● You are welcome to use our park and ride service. Leave your car in the areas designated for customer parking until you return from the airport.

Kingdom City McDonald's

How does the service To/From Kingdom City work?

● Meet the driver in the parking lot of the Kingdom City McDonald's.
● The Kingdom City McDonald's is a pickup and dropoff point for the St Louis Airport.
● Note: Our vehicles will make stops at McDonald's only when there are passengers scheduled for drop-off or pick-up. We do not make routine stops at Kingdom City.
● MO-X/Doc & Norm Direct does not have an arrangement with McDonald's for parking your vehicle.

Columbia Regional Airport.

● MO-X/Doc & Norm Direct provides drop-off service from STL to the Columbia Regional Airport.
● Contact the MO-X/Doc & Norm Direct office for this exclusive service.
● One-way fare from STL to Columbia Regional is $100 per passenger.
● Group discounts do not apply.
● Frequent Traveler Account (FTA) points are not redeemable for Columbia Regional Airport Drop-off.
● There are no available pick-ups that originate at Columbia Regional Airport.

Luggage

How much luggage am I allowed to take when traveling on MO-X/Doc & Norm Direct?

● The basic allowance for each paying passenger is: two (2) checked bags plus one (1) carry-on item, and one (1) personal carry-on item (i.e. purse, laptop computer) at no charge.

● The maximum weight for any parcel/luggage is sixty-five (65) pounds (29.5 Kg)
● The maximum size for any parcel/luggage is 48in L x 24in W x 36in H (122cm L x 61cm W x 91cm H)

● Children age 3 or under are allowed one (1) carry-on item only.

What if I have additional luggage beyond the basic allowance?

● There is a charge of $50.00 for each piece of luggage in excess of the basic allowance.
● Please notify us if you require additional luggage. Otherwise we cannot assure adequate space on our vehicle.

Frequent Traveler Accounts

What is a Frequent Traveler Account?

● A Frequent Traveler Account allows you to earn free trips on MO-X/Doc & Norm Direct by accumulating points, similar to frequent flier miles on an airline.
● Each time you travel one way, you earn a point. For a round-trip, you earn two points.
● You can earn a free one way trip with as few as six points!

FTA points needed for free trip	One-Way	Round-Trip
Door to Door Service	12-Points	20-Points
Express Service	6-Points	10-Points

How can I get a Frequent Traveler Account?

● You can call our office.
● You can also create your Frequent Traveler Account on-line .
● Then, just follow the directions and enter the information requested. Once you have your account, you can start earning points with each reservation you book!

Are there any restrictions on use of the FTA?

● The account is non-transferable ... each passenger requires a separate FTA.
● You cannot earn FTA points for another passenger.
● You cannot receive FTA points from another passenger.
● Trips booked prior to enrollment in the FTA program cannot be used to earn FTA points.

Cancelling a Reservation

How do I cancel a reservation?

● Reservations can be cancelled on-line or by calling the MO-X/Doc & Norm Direct office.
● Reservations made less than 24-hours prior to departure time are non-refundable.
● Reservations can be cancelled for a full refund if done at least 24-hours prior to departure time.
● If you have purchased a round-trip, you may receive a refund for the return portion of your trip as long as it is cancelled 24-hours prior to the trip departure time for that portion of your reservation.
● If cancelled less than 24-hours in advance, the reservation is non-refundable, but MO-X/Doc & Norm Direct will provide a credit for the full amount which can be applied to a future reservation. Credits never expire.

● For security reasons, you will need to know the reservation number or the dates of travel in order to cancel on-line.

Meeting the MO-X/Doc & Norm Direct driver At the Airport

How do I locate the MO-X/Doc & Norm Direct driver when I arrive at the Airport?

● The MO-X/Doc & Norm Direct drivers wear black slacks and MO-X shirts or jackets bearing the

logo.
● All MO-X/Doc and Norm Direct vehicles bear the

logo and the

logo.

● Check Airport Information on this web site.

At the St Louis Airport (STL)

● St Louis passengers arriving at Terminal 1 will meet the driver inside, on the lower level, near Baggage Carousel #1.
● Look for our driver carrying a MO-X sign.

● Passengers arriving at Terminal 2 will meet the MO-X/Doc & Norm Direct Vehicle outside the west exit door marked EXIT 15.
● At Terminal 2, our driver is not allowed to leave the vehicle. It is important that you locate the vehicle and go outside to meet the driver.
● Notice: MO-X/Doc & Norm Direct Vehicle will depart Terminal 1 at the departure time shown in our schedule. The vehicle will arrive at Terminal 2 approximately 10-minutes later.
● For example, if your scheduled trip leaves STL at 2:00, the vehicle will arrive at Terminal 2 at approximately 2:10.

What if my flight is delayed and I am late arriving at the airport?

● MO-X is a scheduled service and our drivers are instructed to depart on-time.
● If you miss your scheduled trip, we will gladly try to accommodate you on the next available trip.
● Of course, we can only guarantee space and availability for the scheduled departure you reserved when you booked your trip.
● We understand the uncertainly of airline schedules and delays. However, our drivers are not allowed to wait for passengers delayed by the airlines.

Special Assistance

I am confined to a wheelchair. Does MO-X/Doc & Norm Direct have vehicles to provide service for me?

● Passengers who are wheelchair bound and unable to move from his/her wheelchair to the shuttle vehicle seat will require an ADA MO-X or Doc & Norm Direct vehicle.
● MO-X and Doc & Norm Direct will provide specially fitted equipment that will allow the passenger to board the MO-X or Doc & Norm Direct vehicle via an ADA approved lift system.
● The passenger will remain in his/her wheelchair while boarding and for the duration of the shuttle trip.
● If you have any further concerns or needs please contact our office directly.

I have an assist animal. How does MO-X/Doc & Norm Direct handle my special needs?

● MO-X and Doc & Norm Direct welcome service animals used by persons with disabilities.
● An animal may accompany a customer with a disability in the vehicle, provided the animal can be accommodated without obstructing an aisle.
● Service animals may not block an aisle or other area used for emergency evacuations.
● There is no fee for service animals used by customers with disabilities.
● A harness, tag or vest indicating status as a service animal will be helpful in distinguishing them to MO-X and Doc & Norm Direct personnel.
● However, credible verbal assurance that the animal is providing a service to assist with a disability will suffice should an inquiry be made.

I have an animal for emotional support. Is there a special way this is handled?

● Emotional support service animals are service animals that provide emotional support to an individual with a mental health-related disability.
● Per the Department of Transportation, we require appropriate documentation to permit emotional support animals to travel in the MO-X and Doc & Norm Direct vehicles.

● Advance notice is strongly recommended to ensure all paperwork is in order. Specifically, we require a letter on letterhead from a mental health care professional (physician or psychologist) stating the following:

● that the passenger has a mental health-related disability
● a mental health-related disability (any individual who has a mental impairment that, on a permanent or temporary basis, substantially limits one or more major life activities, has a record of such an impairment, or is regarded as having such an impairment)
● major life activities (functions such as caring for one's self, performing manual tasks, walking, seeing, hearing, speaking, breathing, learning, and walking)
● that the person providing the documentation is a licensed mental health care professional or physician
● that the passenger is under his or her professional care for the mental health related disability for which the passenger needs an emotional support animal
● and that having the animal travel with the passenger is necessary to the passenger's mental health and/or treatment or to assist the passenger with his or her mental health-related disability
● Passengers should contact our office directly if they have further concerns or questions.

On Time Departure

MO-X is a scheduled service. We make every effort to depart on-time. For this reason:

● It is necessary to pick-up door-to-door passengers prior to the departure time on our schedule.
● Please be prepared for pick-up 30-minutes prior to the scheduled departure time.
● If you are being picked-up at an apartment building, dormitory, office building, hotel/motel, campus building, etc: Please be waiting with all luggage on the curb in front of the facility.
● If you are departing from the MO-X Office or Kingdom City McDonald's please arrive at least 10-minutes prior to the scheduled departure time.
● Our drivers are instructed to leave on time. They will not wait for passengers who are not ready.

Parcel Service to the Airport

● Parcel Service is available between the MO-X Office and the St Louis Airport.
● Pricing: $50.00 per package.
● Maximum parcel size:
● Maximum Weight: sixty-five (65) pounds (29.5 Kg)
● Maximum Dimensions: 60in L x 24in W x 36in H (152cm L x 61cm W x 91cm H)
● To arrange for parcel service, please call the MO-X Office.
● Passenger service has priority over parcel service. Parcel service is offered on a space available basis.

General Considerations

● Changes to reservations within 48-hours of travel are subject to availability of services.
● Transportation of animals (excluding assist animals) is prohibited. Pets are not allowed, even if they are in carriers.
● For information about our policy regarding Service Animals, please refer to our Special Assistance Section.
● MO-X accepts no responsibility for lost or damaged luggage.
● MO-X is not responsible for cars parked at our facility.
● MO-X cannot be held responsible for delays due to weather, road conditions, or unforeseen mechanical mishaps.

Seat Belts and Child Safety Seats

Seat Belts

● Seat belts are not required to be worn by federal or state laws governing commercial ground transportation. For your safety, MO-X encourages you to buckle up.

Child Safety Seats

● Federal or state laws governing commercial ground transportation do not require the use of child/safety seats . MO-X/Doc & Norm Direct do not provide child/safety seats. If you elect to bring and use your personal child/safety seats, these steps must be followed:
● You are responsible for the installation and securing the child/safety seat in the MO-X/Doc & Norm Direct vehicle. Drivers will not assist.
● The child/safety seat must fit into the space of one passenger seat only.
● The child/safety seat must be taken with you at the completion of your trip.
● If you choose to have the child/safety seat sent back on the MO-X/Doc & Norm Direct shuttle, there will be a $50 baggage fee for handling and transport.