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: For carpool service, the driver can wait up to 10 minutes for free. After that, the ride will be automatically canceled with a full refund. If you still need a car, you can upgrade to a private ride by paying the same fare as your original booking. Please contact customer service within 3 hours before your flight lands, during operating hours (07:00–22:00), and we’ll arrange it promptly to ensure a smooth connection. 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.