Frequently Asked Questions (FAQ) – Answers to the Most Common Inquiries

Around 8 in 10 messages our support team gets on a Sunday evening fall into the same five questions. Not the questions the FAQ pages were originally built for — the questions people ask once they've already booked, the plane is in the air, and something doesn't quite match what they expected. So this page is built around those, plus a few that come up earlier in the booking flow and tend to get glossed over.

Read the one that fits your situation. The answers don't all match in length. That's deliberate — some questions deserve two sentences, some need a worked example.

How long will the driver actually wait if my flight is late?

For airport pickups, the driver tracks your flight automatically once you've added the flight number to the booking. You don't need to message anyone. Standard waiting time after the actual landing time is 60 minutes free, which covers passport control, baggage, and a slow customs queue on a bad day at, say, FCO or BCN.

If you're stuck longer — lost luggage, missed connection that pushed your real arrival back hours, anything operational — message support. We've extended waits past two hours when a passenger was stuck in baggage reclaim at Heathrow at 03:00. It's not automatic, but it happens.

For non-airport pickups (hotel, address, station) the standard wait is 15 minutes. After that the driver may need to leave for the next booking.

My driver isn't here. What do I do?

First: check your confirmation. The pickup time is local time of the city you're being picked up in, not your departure city. This catches more people than you'd think.

Then check the messages tab in your booking — drivers usually message a meeting point, especially at airports where the actual pickup zone differs from the obvious one (CDG, MAD, JFK all have this). If there's nothing and the time has passed, hit the "Contact driver" button. If still nothing, contact support and we'll either reach the driver or assign a replacement vehicle. You don't pay extra for a replacement caused on our side.

Can I cancel and get my money back?

Depends which rate you booked. We have two:

• Standard rate. Cancellation more than 24 hours before pickup: full refund. Within 24 hours: not refundable, with rare exceptions when there's a documented operational reason (cancelled flight, hospitalisation).
• Flexible rate. Cancel any time up to 40 minutes before pickup for a full refund. Costs roughly 15–20% more upfront.

If you're booking a rigid corporate trip you'll never change, the standard rate is fine. If you're flying an airline with a 30% same-day cancellation rate (you know the ones), the flexible rate usually pays for itself the first time you actually use it. Honest assessment: for a single airport transfer on a reliable carrier, flexible is probably overkill.

Is the price actually fixed?

Yes — the figure you see at booking is what comes off your card. No metering, no surge, no surcharge if traffic is bad and the driver sits in jam for 40 minutes longer than planned. The two things that can change it are:

• You add a stop or extra waiting time after the trip starts.
• You change the destination significantly mid-trip.

Tolls, airport pickup fees, fuel — all included.

What about extra luggage, child seats, oversized stuff?

Tell us at booking. Standard sedan = 2 standard suitcases plus carry-ons. Three suitcases plus a buggy and you want a sedan: it won't fit, the driver will refuse, and you'll be standing on the kerb arguing about something that wasn't anyone's fault except the booking. Pick a minivan or estate.

Child seats: free in many countries, paid extra in some. Specify age (and weight, for infant seats) at booking, not on the day. Drivers don't carry spare car seats.

Oversized items — golf clubs, ski bags, surfboards, instrument cases — say so. Some vehicle classes can't take them at all.

I'm not at an airport. Does this still work?

Yes, the service covers city-to-city, hotel-to-station, address-to-address, anywhere a driver can legally reach. Airport pickups have flight tracking; everything else relies on the time you specified, so be realistic about it. If you're getting picked up from a London restaurant at 22:00 on a Saturday, a 22:00 booking is going to be tight — book 22:15.

How do I pay, and in what currency?

Card at booking is the standard route. The currency you see at checkout is the currency you're charged in — we don't add an FX margin if you're paying in EUR but your card is in GBP, but your bank might. Cash to the driver isn't supported on most routes (it confuses tax handling and the driver doesn't carry change for €200 in mixed notes).

Corporate accounts can be invoiced monthly; that's a separate setup and not relevant for one-off bookings.

Which trip is this article for?

If you've read this far and your specific situation isn't covered: that's likely. We deliberately didn't list everything — a 4,000-word FAQ that nobody finishes is worse than a short one that points you to support for the edge cases.

Edge cases worth messaging support directly about, not searching the FAQ for: anything involving group bookings over 8 passengers, transfers crossing borders (especially Schengen↔non-Schengen), pets, last-minute changes the day-of, anything where the booking confirmation looks wrong.

Reply time on weekdays is usually under an hour. Sunday nights, expect 2–3 hours. If you're standing at the kerb right now with no driver, use the in-app contact button instead — it's faster.

That's the realistic version. The marketing version is shorter and ends with "we're here to help 24/7" but you didn't come here for that.