Guide
What happens if your flight is delayed
Why you do not need to call us, what moves with the flight, and what to do if you land somewhere you were not expecting to.
Step by step
What to do, in order
What to do at each step, why it matters, and what you should be looking at.
Give us the flight number when you book
The flight number is what lets us follow the journey; without it the booking stands on the time you chose. It is optional on the form, and it is the one optional field worth filling in on an airport pickup.
We follow the flight, not the clock
Your flight is checked against the airline’s own schedule as the day goes on. A delay on the ground at the departure airport, a late boarding or a longer taxi than expected all show up before the aircraft reaches you.
Your pickup moves on its own
When the landing time changes, the driver is told the new one and sets off to arrive as you come through. There is nothing to confirm and no number to call, and the fare does not change because the flight did.
If you land early
An early landing usually means a short wait rather than a missed pickup: the driver is sent against the landing time rather than waiting at the airport from the original one. Waiting after landing is included for the first hour either way.
If you are diverted or held
Diverted to a different airport, held on the aircraft, or stuck behind a passport queue that has stopped moving: call us. A diversion is the one case the flight number cannot fix on its own, and we will move the car to wherever you actually come through.
Questions
Questions we are asked
How far in advance do I need to book?
At least four hours before your pickup. You can book up to six months ahead, and booking earlier is always cheaper than booking on the day.
What happens if my flight is delayed?
We track your flight number and move your pickup to match your actual landing time. There is no extra charge for a delayed flight, and your driver waits until you come through arrivals.
Is the price fixed, or does it change with traffic?
It is fixed. The price you are quoted when you book is the price you pay. Traffic, time of day and the route your driver takes do not change it.
Can I cancel my booking?
Yes. Cancel up to 24 hours before your pickup and you are refunded in full. Inside 24 hours, contact us and we will do what we can.
Do you provide child seats?
Yes — child and booster seats can be added when you book at no extra cost. Tell us the ages of the children travelling so the right seats are fitted.
How much luggage can I bring?
Each vehicle listing shows its passenger and suitcase capacity. If you are unsure whether your luggage will fit, choose the next size up or contact us before booking.
Do I need to tell you about the delay?
No. We are already following the flight, and calling will not move the pickup any faster. If you are diverted or held on the aircraft, that is worth a call.
Does a delayed flight cost more?
No. The price is agreed when you book and a late landing does not change it. Waiting after landing is included for the first hour.
How long will the driver wait after I land?
An hour from landing is included, which covers baggage reclaim and passport control. Beyond that the driver stays with you and a waiting charge applies, agreed with you before it starts.
More guides
Other things worth knowing
How to book an airport transfer
From the first quote to the morning of the journey: what to decide, what to check, and what happens when the flight does not go to plan.
Learn MoreTravelling with children and extra luggage
Choosing a vehicle that fits the whole family, fitting child seats, and getting through the terminal without a rush.
Learn More
Ready to book your transfer?
Two addresses and a time is all we need. You will see a fixed price for every vehicle before you commit to anything.