What Happens to Your Transfer When the Flight Is Late?

We monitor your flight and adjust the pickup time for reported delays. Your driver waits up to 60 minutes after the actual landing at no extra cost; longer waiting depends on the driver’s availability and may cost extra.

That is the policy in section 11 of our terms. Below is what it means on the day, and how you can help the pickup go smoothly.

Delayed flight or long wait: what our terms say

A late flight raises two questions: when your driver should be there, and how long your driver waits once you land.

The 60 minutes start at the actual landing, not the scheduled time, so a two-hour delay in the air does not use up your free waiting time.

Help your driver find you

• Give us your flight number and a phone number. Our terms ask for both, along with the pickup address. Use a number you will answer when you land.
• Check the flight number, not just the time. We monitor the flight you give us, so a wrong number means we follow the wrong flight.
• Save your driver’s contact details. You receive them before your pickup.
• Facing a long passport queue or a lost-bag desk? Message your driver or us straight away. Waiting beyond 60 minutes depends on the driver’s availability and may cost extra, so the sooner we know, the better.

If your flight changes or is cancelled

• Moved to a different flight: write to us in your booking messages or at [email protected]. A change requested before the free-cancellation deadline has no admin charge, though a different journey may have a different price.
• The airline cancels your flight: tell us as soon as you can. Flight cancellations are reviewed case by case and never charged automatically.
• You decide to cancel: a private transfer can be cancelled free of charge up to 24 hours before pickup. After that, up to 100% of the confirmed price can apply. Day trips, group transfers and multi-day bookings have their own deadlines in the terms.
• We cannot deliver the confirmed service: we offer a suitable replacement or refund in full any amount you have paid. A refund that is due is started within 14 days.

The short version

• We monitor your flight and adjust the pickup time for reported delays.
• Your driver waits up to 60 minutes after the actual landing at no extra cost.
• Longer waiting depends on the driver’s availability and may cost extra.
• City pickups include up to 15 minutes of free waiting.
• Give a correct flight number and a phone number you will answer on arrival.
• Airline cancellation: reviewed case by case, never charged automatically.
• Private transfers: free cancellation up to 24 hours before pickup.

Airport by airport: all airport transfers.