The first rule: don't panic, don't phone us mid-flight
Most travellers' first instinct when a flight is delayed is to text the taxi company to ask if the driver will wait. With a fixed-fare pre-booked operator, that text is unnecessary — our dispatch system is already tracking your inbound on the live aviation feed and has already retimed the chauffeur. You don't need to phone, text, or do anything. The system has it.
The exception: if your airline confirms a flight cancellation (not a delay) or a diversion to a different airport, then yes, call us as soon as you have the information. Those scenarios need human action on our side — rebooking or routing to a different pickup point. A simple delay does not.
How our flight tracking actually works
Every airport pickup booking includes a flight number. When you submit the booking, that flight number is linked to a live aviation tracking feed sourced from FlightAware / FlightStats / IATA. The feed pushes real-time updates every 60 seconds covering:
- Departure status — wheels-up time from origin airport
- En-route position — aircraft GPS track during the flight
- ETA updates — predicted arrival time, refined as the aircraft descends
- Actual touchdown time — wheels-down minute
- On-stand time — when the aircraft is at the gate / stand
- Carrier status — gate changes, diversion notifications, cancellations
The dispatch desk monitors all inbounds throughout the day. When a status change happens (e.g. your BA long-haul holding at FL340 over the Bay of Biscay with an updated ETA pushing 90 minutes later), our system automatically retimes your chauffeur's arrival at the airport short-stay car park to match the new touchdown. You don't get an alert (unless you've opted in to SMS confirmations), the driver doesn't sit in the car park burning time you'd be charged for.
The 45-minute waiting time rule explained
Every airport pickup includes 45 minutes of free waiting time, clocked from the actual landing minute, not the scheduled time. This is the most important policy distinction between a fixed-fare PHV operator and a metered black cab or ride-share app.
Scenario: your flight is scheduled to land at 14:00. Actual touchdown happens at 16:30 due to a 2.5-hour delay. The chauffeur arrives at the airport short-stay car park at 16:25 (timed to your actual touchdown via the live feed), walks into arrivals at 16:35 with the surname placard, and meets you when you exit immigration at 17:05. Your 45 minutes of free waiting time starts at 16:30 — the actual touchdown — not at 14:00. The meter does not begin until 17:15 (45 minutes after touchdown). In this scenario the meter never starts at all because you met the driver at 17:05.
Compare with a black cab: the meter starts when the vehicle joins the airport rank queue. A 2.5-hour delay would generate a £100+ waiting-time charge before you even got in the car. Compare with a ride-share app that hadn't been pre-booked: surge pricing kicks in at the higher hours and the fare may double.
Scenario walkthroughs
Scenario 1: Flight delayed by 90 minutes
What happens: System retimes chauffeur arrival automatically. No action needed. Driver still meets you inside arrivals with surname placard. Same fixed fare you booked. 45 min free waiting time still applies from new touchdown.
Scenario 2: Flight delayed by 6 hours (overnight push)
What happens: System retimes. Driver shifts to next morning if applicable. Same fixed fare. No overnight surcharge applied (we don't have one). If you'd booked a return trip for the same day that becomes impossible, contact us to amend — usually no fee.
Scenario 3: Flight cancelled by airline
What you do: Once your airline confirms cancellation (not just delay), call 01923 88 2424 or email us via the contact form. We'll either hold your booking for the rebooked flight (no rebooking fee) or refund the full fare back to your card if you can't travel. No penalty for airline-side cancellation. Same policy for ATC strike disruption.
Scenario 4: Flight diverted to a different airport
What you do: Call us as soon as the diversion airport is announced (typically while you're still in the air, but more commonly on landing). We'll either send a vehicle to the diversion airport (fare adjusted to the new pickup distance) or refund and rebook for the original destination once your airline organises onward transport.
Scenario 5: You miss your departing flight because of traffic
What happens: This is the rare scenario where the "blame" sits with the road. If we're on-time at your pickup address per the booking confirmation and you're delayed because of traffic en-route to the airport, you'll typically need to rebook the flight with your airline (covered by your travel insurance if applicable). We don't charge a penalty — the fixed fare you paid for the original transfer stands. The lesson: build a 90-minute buffer over the airline's recommended check-in time, especially for long-haul Heathrow T5.
What about outbound flights that are delayed?
Delayed outbound is less impactful because you're at the airport when the delay is announced — you're not in transit. The chauffeur has already dropped you, the fixed fare is settled, the rest is between you and your airline. If you have a return-leg booking with us, our system tracks your inbound flight number and reschedules the return pickup automatically if your outbound's delay pushes the return into a different day. Just confirm by phone if you've changed flight numbers.
The summary checklist
If your flight is delayed (not cancelled or diverted):
- Do nothing. Our flight tracking has it.
- The chauffeur retimes automatically.
- 45 min free waiting time from actual touchdown.
- No airline-delay loading fee.
- No overnight surcharge even if delay pushes arrival to 02:00.
If your flight is cancelled or diverted:
- Call 01923 88 2424 or email [email protected].
- We'll hold, reschedule or refund.
- No penalty for airline-side disruption.