The rule exists so that a driver who waits two hours at the airport is not paid nothing. It is also written so that it almost never applies to a guest who is trying to reach us.
Airport and station pickups include free waiting time counted from the moment your aircraft lands: 30 minutes for domestic arrivals and 45 minutes for international arrivals that involve immigration.
Beyond that window, the booking is treated as a no-show and charged in full, unless you have contacted us. That is the whole policy.
Because it is the only fair measure. A flight that lands forty minutes late does not reduce the time you need for baggage and immigration, so starting the clock at the scheduled time would penalise you for the airline's delay. We track your flight number for the same reason.
If you call or message us — even late — we will normally hold the driver for you. We only treat a booking as a no-show when we cannot reach you and you have not contacted us. In twenty years the number of genuine no-shows has been very small, and most of those were guests who rebooked and forgot to cancel.
Send your dates and route. We confirm the vehicle, the driver and a fixed price — usually within 2 hours.