Flight Delay & Priority Policy

Flight Monitoring

For airport pickup journeys, we monitor flight arrival times using publicly available flight tracking information.

• Flight monitoring helps us plan driver arrival times

• Monitoring does not guarantee immediate availability in the event of significant delays

• Customers are still responsible for keeping us informed of major changes where possible

Flight monitoring allows us to provide a more reliable service but does not override the priority rules outlined below.

Included Waiting Time

For inbound airport pickups:

• The first hour of flight delay is included at no additional charge

• This allows reasonable flexibility for minor delays, passport control, and baggage collection

This included period is intended as a goodwill allowance and not an unlimited waiting window.

Waiting Charges Beyond One Hour

If a flight is delayed by more than one hour and the delay impacts another confirmed booking:

• Additional waiting time may be charged at £20 per hour, or part thereof

• Waiting charges apply only where the delay affects scheduled work

• Customers will be informed where possible if additional charges apply

Waiting charges are applied to ensure fairness and to protect other customers’ bookings.

Priority of Outbound Journeys

In the event of a significant inbound flight delay:

• Outbound airport journeys always take priority

• This ensures customers travelling to catch flights are not put at risk of missing departures

If an inbound pickup delay conflicts with a confirmed outbound booking, the inbound journey may be rescheduled or reassigned to the next available time slot.

This policy is essential to maintain reliability across all airport transfers.

Severe Delays and Rescheduling

For extended or unpredictable delays:

• We may need to reschedule the pickup to the next available time

• In rare cases, we may be unable to continue waiting if it impacts multiple bookings

We will always aim to communicate clearly and act reasonably, but availability cannot be guaranteed during prolonged delays.

Customer Responsibilities

Customers are responsible for:

• Providing accurate flight details at the time of booking

• Informing us as soon as possible of known major delays or cancellations

• Ensuring their phone is reachable after landing where possible

Failure to provide correct flight information may affect pickup timing and availability.

No Automatic Refunds for Delays

Flight delays are outside our control.

• Waiting time allowances are provided as outlined above

• Refunds are not automatically issued for delays caused by airlines, weather, or airport operations

This policy ensures consistency and fairness across all bookings.

Purpose of This Policy

This Flight Delay & Priority Policy exists to:

• Protect outbound customers travelling to catch flights

• Ensure fair use of driver time

• Maintain reliable service for all customers

• Set clear, realistic expectations

By booking an airport pickup with us, you acknowledge and accept this policy.