What Happens If We Can't Assign a Driver?

Bookings are only confirmed once a licensed driver can genuinely be assigned to your trip — a confirmation isn't sent speculatively. That's the first line of defence: the situation this guide describes is one we work to avoid entirely through how bookings are confirmed in the first place, not one we expect to manage often after the fact.

If circumstances mean we cannot complete your 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. That's not a goodwill gesture applied case by case — it's how the situation is meant to be handled, in full.

What this doesn't cover is anything beyond the transport itself — a missed flight or a knock-on cost that followed from the delay isn't part of what's reimbursed, only the replacement journey you arranged in place of the one we couldn't provide.

If there's any doubt about your driver being assigned, the right thing is to hear it from us directly and early, not to discover it by waiting at an empty pickup point. Contact us if a pickup time is approaching and you haven't received your driver's details — that's the clearest signal something needs attention, and we'd rather you flag it than assume it will sort itself out.

This is a different situation from cancelling your own booking, which follows the free cancellation rule up to 12 hours before pickup. What's described here is the other direction — us being unable to fulfil a confirmed booking — and it's handled with a full refund plus your reasonable replacement transport cost, not just a refund of the fare.