Can I send a different vehicle, vessel or aircraft?

Yes, but only in the app, and only with another live listing of yours that is free for the booking.

The rules for a replacement

• It must be live on Pickup and listed under your business.
• It must be the same type: a car for a car, a boat for a boat, an aircraft for an aircraft.
• A car must be the same class or better. A boat must be the same size or bigger. An aircraft must be the same category or bigger, with a seat for everyone booked.
• The guest pays nothing extra, and your payout stays the same.

How to substitute

1. Open the guest's conversation in Messages, tap the details at the top, then Change or cancel.
2. Tap Change booking, then the car, boat or aircraft. On the day of the trip, use the help icon on the booking instead.
3. Choose from the options the app lists.
4. Tap Offer to send it to the guest. They have up to 2 hours to answer, or until the trip starts if that is sooner.

An offered replacement does not count as a cancellation.

The guest can say no

The guest sees the replacement and decides. If they say no, they get a full refund. If they don't answer within 2 hours, or by the start if that is sooner, the booking is cancelled and they get a full refund. Either way, you lose the payout for it. Tell them as early as you can and explain why.

Never substitute off the record

Sending a different vehicle without recording it in the app is a material breach. If the car, boat, aircraft or crew doesn't match the app, the guest can refuse the trip from 1 hour before the start to 1 hour after it. They are refunded in full and a case opens.

To change the chauffeur or crew instead, see Changing the assigned chauffeur or crew.

The rules are in the Operator Agreement.