What If Your Driver Is Late for Your Departure?

Your driver's name, phone number and licence plate arrive before pickup, so if the car hasn't shown when you expect it, you can call or message the driver directly rather than waiting in the dark. That contact is often the fastest way to find out what's happening — traffic, a slightly delayed previous trip, a wrong turn on their side.

If the car hasn't arrived and you're not reaching the driver, call the support number rather than continuing to wait — the sooner we know, the more time there is to get you another car if needed. If we're late or the car doesn't arrive, we get you another car as quickly as we can.

If we genuinely can't perform the booking and you arrange your own transport instead, we refund your fare in full and reimburse your reasonable replacement transport for the same journey against a receipt.

The far more common version of "the car seems late" is a driver who's on the way but hasn't yet confirmed arrival — remember that the free waiting window only starts once they confirm, and confirmation can't happen before your booked pickup time. A car arriving a few minutes past your exact pickup time, and then confirming, is not the same as a driver failing to show, and it's well within the normal range of how pickups work.

The single most useful thing you can do if you're worried is act early rather than waiting to see what happens — message the driver first, and if you don't hear back within a reasonable time or the situation feels genuinely wrong, call support straight away. The earlier we know about a real problem, the more options there are to fix it before it affects your flight, and it's always better to raise a concern that turns out to be nothing than to sit with it silently while your pickup time slips by.