Cancellation policy

What to expect when you cancel a booking, change your plans, or the airline cancels your flight.

When cancellation is free, when it’s not

Flight delays and cancellations

We track your flight. If it is delayed and we know in good time, the pickup is adjusted. Free wait time is 30 minutes for domestic arrivals and 1 hour for international, measured from the flight's arrival at the gate — or, if the flight cannot be tracked, from the booked pickup time. Beyond that, waiting is billed at the hourly rate for your vehicle class — or reschedule instead; see below. If your flight is canceled and you don’t reschedule, the booking is treated as a cancellation and the cancellation terms above apply.

Rescheduling

If the trip is still happening, don’t cancel it — reschedule it. On an airport pickup, very long delays can happen: call at least an hour before the booked pickup time and we move the pickup to the actual landing, with nothing to pay for the reschedule. The same goes beyond airports — any booking can be rescheduled free up to the free-cancellation time for its type; inside that, the change is quoted before you confirm. Missed your flight, or landed at a different airport? Call (646) 222-4444 — we rebook against the new flight, and any difference is quoted before the car moves.

No-shows

A no-show is charged as a completed trip, because it is one: a chauffeur went to the address, waited and left. At an airport we wait 1 hour after the flight arrives; anywhere else, 30 minutes after the booked pickup time. Before the car is released the chauffeur calls and texts the passenger and dispatch also calls the booker/customer, which is why the mobile number on the booking should be the traveler’s.

How to cancel

Call or text (646) 222-4444, 24/7. A cancellation is effective when we acknowledge it, not when you send it. Refunds are approved immediately in most cases and reach your card within 5 to 6 business days.