If you’re running late or delayed for your pickup, the most important thing is to let us know as soon as possible. Early communication gives us the best chance to assist and avoid unnecessary issues.
This article explains what to do and what to expect.
Call Us as Soon as You Know
If you realise you’re going to be late, call us immediately.
๐ 1300 258 847
(International callers: +61 1300 258 847)
Do not wait until the scheduled pickup time has passed. Calling early allows our operations team to coordinate with the chauffeur and advise on next steps.
Airport Arrivals
If you are delayed due to:
- Late flights
- Long queues at immigration or customs
- Delays collecting baggage
Please:
- Turn your phone on once you land
- Check the Passenger App or SMS messages
- Call us if delays are significant
For airport arrivals, waiting time allowances apply depending on your booking type.
Non-Airport Pickups
For hotel, residential, or office pickups:
- Be ready at the agreed pickup time
- Call us if you are delayed leaving the building or location
- Do not assume the chauffeur will wait indefinitely
Waiting time limits apply and may result in additional charges.
On-Demand (ASAP) Bookings
For on-demand bookings:
- Chauffeurs are dispatched immediately
- Vehicles may already be en route
- Delays can impact availability for other bookings
If you are not ready, call us straight away to discuss options.
What Happens If You Don’t Make Contact
If no contact is made:
- The chauffeur may wait only for the allocated period
- The booking may be marked as a no-show
- Charges may apply in line with our booking terms
Keeping us informed helps prevent this.
Who Can Contact Us
For security and privacy reasons, we can only accept instructions from:
- The person named on the booking, or
- The account holder
If someone else is travelling, ensure the correct contact details are listed on the booking.
What Not to Do
To avoid issues:
- Do not ignore messages from your chauffeur
- Do not cancel and rebook without speaking to us first
- Do not leave the pickup location without contacting us
Our Commitment
If you’re running late, we will do our best to assist where possible. Clear communication helps us balance fairness to chauffeurs and service to passengers.
Quick Reminder
๐ Call us early if delayed: 1300 258 847
๐ฑ Keep your phone on and check messages
๐ง Non-urgent matters: [email protected]
