If your question is not answered on this page, or you'd like more information, please contact us via phone or email and we will get back to you as soon as possible.

Question 1:

I'm arriving at the airport, and it may take me some time to get my bags and clear customs. Is any waiting time included in my reservation? 

Yes. Airport reservations include "waiting minutes" to allow you to get from your plane to your vehicle. We include 45 minutes of waiting time.

Question 2:

How do I know if my service has arrived? How do I identify my driver?

For all our service types, our driver will be on location by the time indicated on your trip confirmation. If you don't see your driver at the reserved time, simply call the number on your trip confirmation and we will locate the driver for you.

Question 3:

How do you deal with "No-shows" or late clients?

No-shows are billed in full for the reserved service. If you're late, waiting time may apply. To avoid extra charges, you must call the number on your trip confirmation or send us an email as soon as you know that you'll be late or your flight details have changed.

Question 4:

What if I need to cancel my reservation?

The cancellation deadline for your reservation will always be indicated on your trip confirmation, in the routing details. Generally speaking, hourly services may be cancelled up to 7 days prior to the trip, and airport runs in sedans or SUV's have a 24-hour advance cancellation policy.

In the event that your flight gets cancelled, you may cancel your reservation no later than 4 hours prior to the scheduled pickup time.

Question 5:

Do you have a service guarantee?

Once you receive a trip confirmation number, we guarantee that your vehicle will be on location on the scheduled date at the scheduled time. Please make sure that these details are accurate on your trip confirmation, and if they're not, please call us as soon as possible.

Question 6:

How far in advance do I need to book?

We really can't say. Demand for transportation services tends to vary greatly from day to day. Our guidance to you is to reserve as soon as you possibly can. At the absolute latest, if possible, please give us at least 24 hours' notice for a reservation.