FAQ

You can cancel your ride up to 24 hours before pick-up by contacting our service. Most rides can be easily cancelled as long as the driver has enough notice. To check how much notice is needed, please check your booking confirmation.

Yes, it's easy to change your booking online. You can make changes to your pick-up time, flight number, pick-up and drop-off points and passenger details. Just contact our customer service.

If you need a different type of vehicle and you’re due to be picked up in the next 24 hours, please get in touch. We may be able to make a change, but can’t guarantee this at short notice. If you need a different type of vehicle and your pick-up time is more than 24 hours away, please cancel and rebook with the correct vehicle type. As you’re within the free cancellation period, you won’t be charged for cancelling.

If you’re due to be picked up within the next 24 hours, please call us. We may be able to make this change, but unfortunately we can’t guarantee this at short notice. If your pick-up time is more than 24 hours away, please cancel and rebook with the right vehicle type for your group size.

We recommend updating your booking under 'Manage my Booking'. You can make changes to your pick-up time, flight number, pick-up and drop-off points, and passenger details.

You should've received a booking confirmation email almost immediately after booking – if you can't see it in your inbox, check your spam or junk folder. If your confirmation email has not arrived, please get in touch via our online contact form so we can help you.

If your flight is cancelled, our normal cancellation policy will apply. You can find details on this in our Terms and Conditions. It is usually possible to claim back the cost of your transfer either from your airline or your travel insurance. Please get in touch with us if you need any information about your booking to help make your claim.

If you've booked a Meet & Greet or a Desk Service, we'll track your flight and adjust your pick-up time automatically according to your new arrival time. Remember to make sure you provide the flight number when booking, if you've already booked then you can amend this under 'Manage my booking'. Once your flight has landed, your driver will wait for 45 minutes, giving you plenty of time to pass through security and claim your baggage. We'll send you your driver's phone number via text message and email when you land, so if it looks like it's going to take longer than 45 minutes to get to the Arrivals hall, you can let them know. It is important to remember after the 45 minutes are up, your driver may leave if they have not been informed of a delay. If you've booked an Economy Service, simply follow the instructions in your confirmation email once you've landed. If you need help, use the emergency contact number we'll send you via email and text message when you land.

Please check your confirmation email, as this will have instructions that tell you exactly where to go. Once your driver is assigned, we’ll send you their name and phone number as well as details of the company they work for. The driver will be able to get in touch with you too, so keep your phone to hand on the day of travel. Nearer the time, look out for a text message with a link to our 'pick-up companion' – an easy way to access all of this information while you’re on the move.

We’ll send you the details of your driver as soon as they’re assigned to your booking. If you want to get in touch on the day, you can do this easily using our 'pick-up companion'. Just look out for a text with a link to this page closer to your journey, and simply scroll down to the contact options.

We list luggage capacities for every vehicle that appears in your search results. Generally, these vehicles can carry between 2 and 16 suitcases, if each suitcase measures 63cm high, 36cm wide, and 21cm deep.

If you’re being picked up from an airport your driver will track your flight and wait for at least 45 minutes once you land - even if your flight is delayed. If you still need more time after this, we recommend that you call the driver to see if they can extend your waiting time. You’ll find their contact information in your driver details email. If you’re being picked up from somewhere else your driver will wait for at least 15 minutes from the pick-up time. If you need more time than this, we recommend that you call the driver to see if they can extend your waiting time. You’ll find their contact information in your driver details email.