What happens if my flight or train is delayed?

Delays happen, whether it’s a late flight or train, lost luggage or a long queue at passport control. Call the emergency number on your booking confirmation as soon as you know you’ll be delayed. Our Operations team will work with the supplier to find the best option for you.

Your booking confirmation shows how long your driver will wait. If you’re delayed beyond that, or your flight or train is more than one hour late, the normal waiting time no longer applies, and the transfer may not be able to wait. The supplier may be able to offer you:

• a wait for the next available transfer
• a different transfer type
• a longer wait, with a waiting fee you pay the driver directly

If none of these work for you, you’ll need to make a new booking or arrange your own travel at your own cost. We can’t refund the original transfer, but on request our Customer Service team can send you a letter explaining what happened to support a travel insurance claim.

If your flight lands early, your driver’s waiting time is extended by the amount of time you landed early. If your flight is cancelled or diverted, please contact us as soon as possible.

Please make sure your flight or train details are correct when you book. Incorrect details can mean extra charges or a missed transfer. See the Supplier Terms and Conditions for full details.