*How can we help you?*

*Find the most frequently asked questions here.*

*Can I change my booking?*

If your plans have changed, your booking can too. Go to *"My Booking"* to change:  

- Pick-up time and Flight number  

- Minor corrections to pick-up location and destination  

- Your passenger details  

Changing your booking online has never been easier. Just enter your information in the *"My Booking"* section on our website and follow the instructions to modify your reservation.

*Other changes to your booking*  

Unfortunately, no. To make other changes, please cancel your booking and create a new one.

*What happens after I book?*

As soon as you complete your booking, you will receive a confirmation email and an SMS. Make sure to read all confirmation emails to ensure your travel details are correct.  

If you have selected an airport pick-up service that does not include a meet & greet at arrivals, your confirmation email will contain important instructions on where to meet your driver.

*What is your cancellation policy?*

You can cancel your trip free of charge during the free cancellation period. You can easily cancel your ride from the *"My Bookings"* section of the website. The length of your free cancellation period varies depending on the service you book. We will explain the cancellation terms during the booking process and again in your confirmation email.  

Please note that we cannot accept cancellation requests sent by email.

*Can I change the type of vehicle I booked?*

If you want a different type of vehicle and your pick-up is within the next 24 hours, please call us. We may be able to change your booking, but we cannot guarantee it due to the short notice.  

If you want a different type of vehicle and your pick-up is more than 24 hours away, please cancel your booking and make a new one with the correct vehicle type. Since you are still within the free cancellation period, you will not have to pay anything to cancel.

*Can I cancel my booking?*

You can cancel your ride up to 24 hours before pick-up by going to *"My Booking"*.  

Most rides can be cancelled easily as long as the driver has enough notice. To know the best time to cancel, check your booking confirmation.

*I am traveling from an airport. How do I find my driver?*

Your pick-up instructions will tell you where to go and will include your driver’s phone number. Your driver may also contact you. We therefore advise you to turn on your phone when your plane has landed and keep it handy. You will also find your ride information on the *"Transfer Assistant"* page. We will send you a link to this page by SMS shortly before your trip. Even though most of our rides go smoothly, our Customer Service team is available if you need help.

*How do I find my driver?*

Please check your confirmation email. It includes instructions telling you exactly where to go. Once a driver is assigned to you, we will send you their name and phone number, as well as details about the company they work for. Your driver may also contact you. We therefore advise you to keep your phone handy on the day of your trip. When your pick-up time approaches, check if you have received an SMS with a link to the *"Transfer Assistant"* page. This way you can easily access all this information, wherever you are.

*Who should I contact if I left personal belongings in the vehicle?*

We recommend that you contact your driver directly using the number we sent you before pick-up. If you need help, you can contact us and we will do our best to reunite you with your belongings.

*What happens if my flight is cancelled?*

If your flight is cancelled, our normal cancellation terms will apply. You can find all the details about this in our Terms of Sale. It is usually possible to claim the cost of your transfer from your airline or your travel insurance. Please contact us if you need more information about your booking to help you file your claim.

*What happens if my flight is early or delayed?*

If you have booked an arrival meet & greet or a desk service, we will track your flight and automatically adjust your pick-up time based on your actual arrival time.  

Remember: make sure to provide the flight number when booking. If you have already booked, contact us to provide your flight number or any details about it.  

Upon arrival, your driver will wait for up to 45 minutes, giving you plenty of time to go through security and collect your luggage. We will send you your driver’s phone number by text and email when you land, so if it looks like it will take more than 45 minutes to reach the arrivals hall, you can let them know.  

Remember: after 45 minutes, your driver may leave if they have not been informed of your delay.  

If you have booked an economy service, simply follow the instructions in your confirmation email once you have landed. If you need help, use the emergency phone number we will send you by email and text when you land.

*When will I receive my driver’s contact details?*

For bookings made more than 24 hours before your pick-up, we will send you our service provider’s contact details 12 hours before your trip. If you make your booking less than 24 hours before pick-up, we will include this information in your confirmation email.  

We will also send you an emergency phone number by email and SMS, approximately 10 minutes before your pick-up, or once your flight has landed.

*How can I find my driver and how can I contact them?*

Your driver will pick you up at the designated pick-up address. If your pick-up is from an airport, your confirmation email will contain information on where to meet your driver.  

If you have booked an economy airport pick-up, simply follow the instructions in your confirmation email when you arrive at the airport. Approximately 10 minutes before your pick-up, or once your flight has landed, we will send you an emergency phone number by email and SMS, in case you need help finding your driver.

*How will the driver know that I am the passenger they are looking for?*

If confirmation is required, your driver will ask you to confirm your name and travel details.

*What should I do if I can’t find my driver?*

Please check your confirmation email to see where your driver will be. If you have booked an arrival meet & greet service, your driver should be waiting for you in the arrivals hall. If you have booked an economy transfer, you need to call the driver to let them know you have arrived.  

Approximately 10 minutes before your pick-up, or once your plane has landed, we will send you an emergency phone number by email and SMS, in case you need help finding your driver.

*Can I tip my driver?*

We will always make sure that the service you receive is tip-worthy, but your fare includes taxes, fees, and gratuities: so you will not need to leave anything for your driver. It’s up to you!