Waiting Time Policy

The published standard (non-airport) pickup allowance is up to 10 minutes after the agreed pickup time.

• The 10-minute free waiting period begins at the scheduled pickup time.
• If you are running slightly late, please contact your driver or our office immediately.
• After 10 minutes, additional waiting charges may apply (see Section 3).
• If you have not appeared or made contact after 15 minutes, the driver may leave and the journey will be treated as a no-show.

The published airport pickup allowance is 60 minutes of free waiting time, measured from the time your flight lands (not the originally scheduled landing time).

• Provide your flight number and contact us about delays. Flight checks and pickup changes are handled manually where supported; they are not automatic.
• Confirm your collection time and when the 60-minute allowance begins with the driver or operator. The published allowance is measured from actual landing unless a deferred collection is agreed.
• This allows time for disembarkation, passport control, baggage reclaim, and customs clearance.
• For meet & greet bookings, your driver will be waiting in the arrivals hall with a name board.
• After 60 minutes, additional waiting charges may apply (see Section 3).
• Provide a valid flight number to assist manual pickup coordination where supported.

Additional waiting is handled manually. Confirm any applicable charge with us or your driver/operator before agreeing to extra waiting; the booking system does not automatically time or bill waiting.

• Additional waiting charges will be communicated to the Customer before they are applied where possible.
• If baggage reclaim or passport control takes longer than expected, contact us or your driver to discuss waiting arrangements.

A no-show occurs when:

• The passenger does not appear at the agreed pickup location within the applicable free waiting period.
• The Company has made reasonable attempts to contact the Customer/passenger by phone and received no response.
• The driver has waited beyond the free period with no contact from the Customer or passenger.