Flight delays and waiting time

Flights run late. Clear terms and good communication keep the trip smooth for everyone.

Set your waiting terms up front

An airport pickup waits 60 minutes after landing. You can add a clear note to your listing so guests know what to expect:

1. Open Listings and choose the listing.
2. Tap Car rules, then Add a rule, or Trip pack defaults for notes on hotels and airports you pick up from.
3. Add your note, for example where your chauffeur waits.
4. Save your changes.

Keep terms reasonable and consistent with the Operator Standards.

Keep an eye on the flight

The booking shows the guest's flight number. Your chauffeur should still check the flight status with the airline or airport before leaving and again on arrival.

When a flight is delayed

1. Message the guest in the app so they know your chauffeur is aware.
2. Adjust your chauffeur's arrival to match the new landing time. If Pickup gets a new landing time, the pickup moves with it where the car and chauffeur are free. If there is a clash, we ask you to sort it.
3. If the delay runs past your booking, the guest can request an extension in the app. See Handling trip extensions.
4. If you cannot cover the new time, message the guest and contact operator support before cancelling.

Changing the chauffeur

If a long delay means a different chauffeur must take the trip, change the assignment in the app. The new chauffeur must be verified, and the guest is told who is coming. See Changing the assigned chauffeur or crew.

What not to do

• Leave without messaging the guest.
• Ask for cash for waiting time.
• Hand the trip to a chauffeur who is not assigned in the app.

If the guest does not arrive at all, see Guest no shows.