What every ride includes

Every booking includes 15 minutes after the pickup time. At the airport it is 60 minutes, counted from when the flight actually lands, not when it was due. If your flight is late, your pickup moves with it at no extra charge, for a flight number you gave us. Past that, waiting is charged only once the concierge has told you the rate.

The price is set when you book, with the 20% service charge already in it, and it does not change during the ride. Price locked at booking. It changes only if you add stops, hours or waiting beyond what's included, or the car needs cleaning after your ride. A gratuity is only what you choose to add, and it is passed on in full to the captain, or to the carrier that employs them.

A booking made on our website at least 12 hours before pickup is confirmed the moment you make it when at least 2 licensed carriers we have cleared can perform it. Bookings that need an accessible vehicle, a car seat or a private terminal pickup, and some others we check first, are confirmed by a person at the concierge desk instead. Automatic booking with a spending cap, when you have set it up, also confirms on its own. For every other ride, the concierge checks the address, the timing and the car, and tells you straight away if something will not work.

For a pickup at least 7 days away, on a booking whose free cancellation ends at least a day before pickup (bookings by the hour, group and Sprinter bookings, and peak-event dates), you can reserve with a saved card instead of paying the deposit when you book. Nothing is charged until free cancellation for your booking ends; the deposit is then charged to that card, and never after pickup. If your pickup time changes, the charge moves with it. If the charge does not go through, we send you a link to pay it.

Ask for them by name. The desk sees who has driven you before at the top of the list, and sends them whenever they are free.

Give us the flight number and the captain follows it, so an early landing is met and a late one moves the pickup with it at no extra charge. For private flights, tell us the FBO and the car waits at the private terminal.

Service animals always ride. Ask for an accessible vehicle, extra time at pickup, or help with a mobility aid when you book. Where we cannot send the right car ourselves, we tell you plainly and help you find one. How we handle access.

The site and the booking form work in English, Spanish, Portuguese, Russian and French.

If a hurricane or tropical storm warning, or an evacuation order, covers your trip, you can cancel without a fee and any deposit is refunded. The Terms say so in writing.

Accounts name a security contact who is alerted if a rider raises an alarm, and statements show an estimated carbon figure (U.S. Environmental Protection Agency [EPA], 2025) for every ride. How duty of care works.

We text about a reservation only when you tick the box that says so, event notices only if you tick a second one, and never again after you reply STOP.