Flight delayed / cancelled / earlier than planned — what should I do?
If your flight is cancelled: Please contact customer support as soon as possible. If you do not take the ride, it will be treated as a no-show and is non-refundable. Private Car Flight delayed: We will adjust based on the actual landing time. Free waiting is 90 minutes after landing, up to 120 minutes. Flight earlier: If the driver can accommodate, you may board earlier; otherwise, board at the original time. Not boarding counts as a no-show. Carpool ・Flight delay: If your “airport pickup” carpool service is affected by a flight delay and you are unable to board at the scheduled time, the system will automatically cancel your shared ride and issue a full refund. In addition, all airport pickup and drop-off services follow the same waiting rule: if you fail to appear within 10 minutes of the scheduled pickup time, the driver will depart and no refund will be provided. If you wish to switch to a private transfer, please contact customer service at least 3 hours before flight arrival during dispatch hours (07:00–22:00). Flight earlier: You still need to board at the original scheduled time; early departure is not available due to other passengers. Heads-up: Airport pickups involve uncertainties such as immigration and baggage claim. For a smoother experience, consider booking a private car.