Cancellation
Cancelling, changing, and what happens when a flight does it for you
Updated 5 August 2026. Short version at the top, because that is the part people need at eleven at night.
01The short version
- 1. Cancel four hours or more before the pickup time and there is nothing to pay. Sedans and SUVs.
- 2. For a sprinter van or any booking with more than one vehicle, that window is twelve hours.
- 3. Inside the window, the operator may charge up to half the quoted fare.
- 4. If the vehicle has already set off, the fare is due in full.
- 5. If your flight is cancelled or diverted, none of the above applies. See below.
02Changing a booking rather than cancelling it
Changes are easier than cancellations and cost less. A different pickup time, a different address, one more passenger, a different vehicle class: tell us as early as you can and in most cases the same operator simply carries the amended booking.
A change large enough to need a different vehicle class is treated as a new quote, because the price moves with the class. We will say so rather than quietly rebilling you afterwards.
To change anything, call +1 (646) 559-3082 during desk hours. On the day itself, the operator number on your confirmation is faster.
03Cancelling
| When you cancel | What it costs |
|---|---|
| 4 hours or more before pickup, sedan or SUV | Nothing |
| 12 hours or more before pickup, van or multi vehicle | Nothing |
| Inside the window, before the vehicle sets off | Up to 50 per cent of the quoted fare |
| After the vehicle has set off | The full quoted fare |
| Inside the window because your flight was cancelled or diverted | Nothing. See the next section |
Those are the operator's windows, not an invention of ours. A driver who set off for a five in the morning pickup has already spent the part of the night they cannot get back.
04When the flight is the reason
A cancelled flight, a diverted landing or a delay long enough to make the booking pointless is not a cancellation you pay for. Tell us what happened, and if you booked with a flight number we can usually see it before you finish the sentence.
- Delayed arrival. Nothing to do. The pickup time moves with the aircraft and the free waiting window starts when it lands.
- Diverted to another airport. Call us. If the new airport is inside the zone we will try to cover it, and if it is not we will say so quickly so you can arrange something else.
- Cancelled outright. The booking is cancelled with no charge.
- You missed the flight and are travelling tomorrow. We move the booking rather than cancelling it, at no cost beyond any price difference for the new time.
05No shows
A no show is a passenger who does not appear and does not call, once the free waiting window has run out. It is charged as a full fare, because the vehicle was where it said it would be and the time is gone.
The free waiting windows are 60 minutes after landing on an arrival booked with a flight number, and 15 minutes from the named time on any other pickup. If you are simply running late, one telephone call turns a no show into a waiting charge, which is a great deal cheaper.
06If we cancel
Rare, and it happens for two reasons: the operator loses the vehicle, or weather closes the road the run depends on.
In either case you hear from us as soon as we know rather than at the pickup time, we try to cover the run with another operator first, and nothing is owed for a booking we could not deliver. If you paid a deposit for a multi vehicle booking, it comes back in full.
We would rather telephone you at nine in the evening with bad news you can act on than let a booking fail silently at five in the morning. That is the whole policy in one sentence.
07Refunds
Money paid to the operator is refunded by the operator, normally to the card or account it came from, and normally within five to ten working days depending on their bank rather than on us.
Because nothing is paid to this website, there is nothing for us to refund directly. If a refund is slow, call +1 (646) 559-3082 and we will chase the operator, which is a conversation we have more standing in than you do.
08Getting hold of us
During desk hours, +1 (646) 559-3082. Booking requests are answered Monday to Friday from 6:30 am to 8:30 pm and Saturday from 8:00 am to 4:00 pm, Eastern Time. We are closed on Sunday and answer Sunday requests on Monday morning. Outside hours the number takes a message, and for anything happening in the next few hours the operator number on your confirmation is the one to use.