Wait Time Policy
Last updated: October 12, 2025
This policy explains complimentary wait time and how additional wait time is handled for airport pickups, point-to-point reservations, and hourly service.
Complimentary Wait Time
We include complimentary wait time based on the service type:
- Airport arrivals (domestic): 60 minutes from actual flight arrival time
- Airport arrivals (international): 90 minutes from actual flight arrival time
- Point-to-point pickups: 15 minutes from the scheduled pickup time
- Hourly service: wait time is included as part of the hourly reservation
When the Wait-Time Clock Starts
- Airports: The clock starts at your flight's recorded arrival time (not the scheduled time). See our Flight Tracking & Delay Policy for details on how we monitor flights.
- Point-to-point: The clock starts at the scheduled pickup time shown in your confirmation.
What We Need From You
To minimize delays and avoid unnecessary wait charges:
- Provide accurate pickup details (terminal, airline, flight number where applicable).
- Keep your phone available for coordination.
- Let us know immediately if you experience baggage delays, customs delays, or last-minute changes.
Additional Wait Time
If wait time extends beyond the complimentary period, additional wait time may be billed. We'll make reasonable efforts to communicate before extended wait time is incurred.
No-Show Relationship
If you are not available within the complimentary wait time window and you have not contacted us to modify your reservation, the trip may be treated as a no-show (see your Terms & Conditions).
Contact
For help coordinating a pickup, contact: