Waiting Time at Your Door: What the Rule Is for Departures

Free waiting counts from the moment your driver confirms arrival at your address, the same as on any pickup — but on a departure there's no actual landing time to adjust the pickup against, so your driver confirms arrival at the time you booked. That's the moment the window opens, and it's a fixed point rather than one that shifts.

In practice, that means the booked time is the one to plan around. If you asked for pickup at 06:00, your driver is confirming arrival around 06:00, not adjusting for anything on your end the way flight tracking adjusts for a plane.

"Ready" means downstairs, at the entrance, or wherever you specified in your booking notes — not still packing when the driver messages to say they've arrived. If your address has a buzzer system, a gate code or a building that's easy to miss from the street, put it in the notes when you book so your driver isn't guessing at the kerb.

None of this is about catching you out. It's simply that the free window is there to absorb a normal amount of last-minute delay — a lift that's slow, a forgotten passport retrieved from upstairs — not to replace being roughly ready when the car turns up.

A departure pickup is built around your flight leaving at a certain time, so if your flight moves, the pickup should move with it — that's a change to make before the day, not something to sort out with your driver at the door. Update the booking as soon as you know your flight has shifted, and the pickup time updates with it.

Call or message your driver as soon as you know you'll be later than expected — you'll have their number sent before pickup. Letting them know early is always better than letting the clock run and hoping it works out; we'd rather talk to you than guess.