What happens if a guest is late?

Your chauffeur or crew wait at the pickup point. You can mark a no show 60 minutes after the booked start. For an airport pickup, it is 60 minutes after landing.

While you wait

• Message the guest in the app so there is a record.
• Wait at the agreed pickup point. The booking shows how long you have waited.
• For airport pickups, follow the flight rules in Flight delays and waiting time.

If the guest arrives late

The trip has already started on its own at the booked time. Carry on as normal. The booked end time does not move automatically. If the guest wants more time, they request an extension in the app, which you may accept or decline. See Handling trip extensions.

Charging for extra waiting

Time beyond the booking is charged only as an extension in the app. Never ask for cash or a transfer for waiting time.

If the guest does not arrive

If the guest still has not arrived after the 60 minutes and you cannot reach them, mark a no show in the app. See Guest no shows. A guest no show receives no refund under the Cancellation and Refund Policy.