Cancellation and No-Show Policy for Airport Transfers: How It Usually Works

Cancellation terms vary between operators, but the structure is fairly standard across the UK private hire industry. Here is what to expect and how ours works.

The typical structure

1. Free cancellation window. Cancel more than a set period before pickup — commonly 2 hours or more — and there is no charge.
2. Late cancellation. Cancel within that window, or after a driver has been assigned and dispatched, and a late cancellation fee applies. This can range from a fixed minimum charge up to the full fare, depending on how close to pickup it is and whether the driver is already en route.
3. No-show. If the driver arrives, waits the agreed time and cannot reach you (no answer to calls or messages), the full fare is usually charged. The waiting time before a no-show is declared is longer for airport pickups than for local jobs.

Airport pickups are treated more generously

Because flights are unpredictable, airport pickups include:

• Flight tracking, so a delayed or early landing re-times the pickup automatically — that is not a no-show.
• A longer free waiting allowance after landing to cover immigration and baggage.
• A sensible grace period before any no-show is declared, with the driver attempting to contact you first.

If your flight is cancelled

• Well before pickup: cancel or move the booking within the free window — no charge.
• Driver already dispatched: contact us immediately. Standard dispatch terms technically apply, but we would far rather re-book you onto your new flight than charge a cancellation fee. Talk to us.

How to avoid charges

• Cancel or amend as early as you can — a quick message the moment plans change.
• Enter the correct flight number so tracking works.
• Keep the driver's contact details once sent, so you can send a "running 15 minutes late at baggage" message rather than going silent.
• If you are held up in the terminal, a short call to the driver almost always keeps things friendly and avoids a no-show.

See the current terms during checkout when you book an airport transfer.

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