Flight Delay Policy

What we need from you

Two things, and the first one is the whole policy.

• The flight number, on the booking. Everything on this page depends on it.
• A phone number you will have with you when you land, including one that works if you are arriving from abroad.
• Tell us if you are checking bags. It changes how long you will be inside, and we would rather plan for it than wait through it.
• Tell us if you would prefer a kerbside pickup rather than being met inside.

Without a flight number

We can still run the journey. We just cannot do any of the useful part.

• The car is dispatched for the time on the booking, because that is the only information we have.
• If the flight is late, the chauffeur waits from the booked time, and the included fifteen or sixty minutes runs from then rather than from the landing.
• Once that runs out, waiting is charged, and a passenger who cannot be reached is a no-show.
• None of that happens with a flight number on the booking. It takes ten seconds to add and it is the single most useful thing you can tell us.

Cancelled flights

A flight cancelled by the airline is not a late cancellation by you, and is not treated as one.

• Tell us as soon as you know and we cancel the booking with no fee, at any notice.
• Or we move it to your rebooked flight, which costs nothing either.
• If a fare has already been charged, it is refunded in full.
• This overrides the standard cancellation ladder. You do not need to argue for it.

Diversions and long delays

Rare, and always a phone call rather than a rule.

• A diversion to another airport means a different journey, so the fare is worked out again for the new route and told to you before we set off.
• We will not send a car three states away without your agreement, and we will not charge you for one you did not agree to.
• An overnight delay usually means moving the booking to the next day, which is free.
• If you decide to make your own way instead, tell us and the standard ladder applies from that point.

Departures, not just arrivals

Flight tracking helps on the way out too, though the responsibility sits differently.

• For a departure, you choose the pickup time and we keep it. We do not move a departure pickup because a flight is showing a delay. A delay can be recovered and an early gate closure cannot.
• As a guide we want you at the airport three hours before an international departure and two before a domestic one, plus the drive.
• Tell us if you want to leave later because of a delay and we will move it. That is your decision, not ours.
• We are not liable for a missed flight. Build in more time than the journey needs, especially at rush hour.

What a delay does not change

• The fare. The price agreed at booking is the price, however long the aircraft sat on the tarmac.
• The vehicle. The car you booked is the car that comes, unless it becomes unavailable and we tell you.
• The included waiting time. Sixty minutes is sixty minutes from the landing, every time.
• Our availability. There is no cut-off hour after which a delayed arrival stops being covered.