Too Ill to Fly? Cancelling Your Ride

If you cancel more than 12 hours before your pickup time, it's free of charge and refunded in full to the payment method you used. This is the case whatever your reason for cancelling — there's no need to explain or provide evidence, and no partial refund to negotiate.

If you only realise you're too unwell to travel closer to the pickup time, contact us as soon as you know — the sooner we hear, the more we can do. Where the trip can be resold or reassigned to another booking, we refund what we can and tell you the outcome either way.

This is different from a no-show: telling us proactively that you can't travel, even close to pickup, is always better than simply not appearing.

Cancelling your car booking doesn't touch your flight booking, and vice versa — they're two separate contracts with two separate cancellation policies. If you're too ill to fly, you'll need to deal with the airline directly about the flight itself; their rules on illness, refunds, rebooking or travel insurance claims are entirely theirs, not something we can speak to.

If you have travel insurance, illness before departure is a common claim category — check your policy for what documentation it asks for, since that's usually separate paperwork from anything to do with your transfer.

Once you're well enough to travel and have a new flight, you can book a new transfer for that date the same way as any other booking — there's no need to reference the cancelled one.

The same cancellation policy applies whether it's you or someone travelling with you who's unwell — more than 12 hours before pickup, the whole booking cancels free of charge regardless of which passenger the illness affects. If only part of a group booking needs to change — one traveller stays home, the rest still fly — contact support to talk through what's possible, since that's a change to the booking rather than a straightforward cancellation.

However close to pickup you realise you're not travelling, contact us as soon as you know rather than waiting to see how you feel closer to the time — earlier contact simply gives more options, whether that's a straightforward free cancellation outside the 12-hour window or the best outcome we can manage inside it. Call the support number directly if it's the morning of your pickup; it's the fastest way to reach someone who can act.