What Is Waiting Time?
Waiting time refers to the period a chauffeur waits after arriving at the pickup location when a passenger is not yet ready.
Waiting time allowances vary based on:
- Pickup type
- Booking type
- Location
- Whether delayed entry has been selected
Airport Pickups
Domestic Arrivals
For domestic airport pickups, 30 minutes of waiting time is included.
Waiting time starts from:
- Touchdown, or
- A pre-selected pickup time, if Delayed Entry has been selected during booking
This allowance covers normal delays such as:
- Disembarking
- Walking to baggage claim
- Collecting luggage
International Arrivals
For international airport pickups, 60 minutes of waiting time is included.
Waiting time starts from:
- Touchdown, or
- A pre-selected entry time after touchdown, if selected during booking
This allowance covers:
- Immigration
- Customs
- Baggage collection
Hotels, Homes & Offices
For pickups from:
- Hotels
- Residential addresses
- Office buildings
10 minutes of waiting time is included from the scheduled pickup time.
Passengers are expected to be ready at the pickup location at the agreed time.
Special Events & Venues
For special events (concerts, stadiums, conferences, large venues):
20 minutes of waiting time is included from the scheduled pickup time.
Event environments often involve access restrictions and congestion, which is accounted for in this allowance.
On-Demand (ASAP) Bookings
For on-demand (ASAP) bookings:
- Chauffeurs are dispatched immediately
- Waiting time is limited
- Passengers must be ready for prompt pickup
ASAP bookings should only be made when you are ready to be collected.
Delays may result in additional charges or the booking being marked as a no-show.
What Happens If Waiting Time Is Exceeded?
If the included waiting time is exceeded:
- Additional waiting charges may apply, or
- The booking may be classified as a no-show, depending on circumstances
This reflects time committed by the chauffeur and the impact on other scheduled bookings.
Communication Is Essential
If you are delayed:
๐ Call 1300 258 847 as soon as possible
Early communication gives us the best chance to assist and may prevent unnecessary charges.
Passenger Responsibilities
To avoid issues with waiting time:
- Be at the pickup location on time
- Keep your phone switched on
- Check the Passenger App or SMS messages
- Respond promptly to any communication
Who We Can Communicate With
For security and privacy reasons, we can only communicate with:
- The person named on the booking, or
- The account holder
We cannot act on instructions from third parties.
Our Commitment
We aim to apply waiting time allowances fairly and consistently while ensuring chauffeurs are not disadvantaged and other passengers are not impacted.
Key Takeaway
Included waiting time allowances are:
- 30 minutes โ Domestic airport arrivals
- 60 minutes โ International airport arrivals
- 10 minutes โ Hotels, homes, and offices
- 20 minutes โ Special events
Waiting time starts from touchdown or the pre-selected pickup/entry time, depending on how your booking was set up.
Understanding these conditions helps ensure a smooth and stress-free experience.
