Frequently asked questions

Where you have given us a valid flight number, we monitor the flight and adjust the pickup time where we reasonably can. A delay to the flight itself will not normally result in waiting charges.

Airport and cruise port pickups include up to 30 minutes of waiting time from the arrival or pickup time on your booking. Home, hotel and office pickups include 10 minutes. Full details are in our Terms & Conditions.

For arrivals, your driver meets you in the arrivals hall of your terminal with a name board, unless different arrangements are confirmed on your booking. Your confirmation sets out the meeting instructions.

Choose a vehicle that fits both your passengers and your luggage. Passenger capacity includes children. If you are unsure, message us with your group size and luggage and we will advise.

Child seats must be requested at the time of booking. Availability depends on the type of seat required and the vehicle. Please tell us the child's age so we can select an appropriate seat.

Tell us before booking if you wish to travel with an animal, as we may need to allocate a suitable vehicle. Assistance dogs are accommodated in accordance with the law.

Payment methods are confirmed with you when your booking is arranged — options may include cash or card to your driver, or another method agreed at the time. We do not store complete payment card details, and any card payment is handled by a third-party payment provider.

Our standard cancellation period is 6 hours before the scheduled pickup time unless different terms are stated on your booking. Cancellations received at least 6 hours before pickup will normally qualify for a refund of prepaid amounts. Full details are in our Terms & Conditions.