What Happens if Your Transfer is Late or Delayed?
Flight delayed? Running late? Here's what happens and how we handle delays to your transfer.
What Happens if Your Transfer is Late or Delayed?
Our Guarantee
We track your flight and adjust pickup times accordingly. Delays are managed, not charged.
How It Works
If Your Flight is Delayed
- We monitor your flight status
- We automatically adjust pickup time
- Driver waits (up to 2 hours without extra charge)
- You get text confirmation of new pickup time
If YOU'RE Running Late
- Contact driver immediately (number in confirmation email)
- Explain situation
- We adjust timing
- Standard wait time: 30 minutes
If DRIVER is Delayed (rare)
- You receive immediate notification
- Revised ETA provided
- Explanation and apology
- Complimentary service upgrade on your next booking
What We DO Charge For
✗ Extended wait times beyond 30 minutes (paid by you) ✗ Cancellations within 24 hours (full refund less $50 fee) ✗ No-shows
What We DON'T Charge For
✓ Flight delays (we wait) ✓ Traffic delays (we navigate) ✓ Weather-related delays ✓ 30-minute standard wait time
Pro Tips
- Add driver's number to your phone
- Text 30 minutes before ETA
- Keep us informed of flight changes
- Have hotel/accommodation's contact info ready
Our policy: Delays are part of travel. We manage them professionally.
About the Author
James Whitfield
Senior Driver & South Island Route Specialist
James has driven every major South Island route for the past twelve years, specialising in alpine access and terrain logistics. He advises on winter transfers and lodge positioning across Canterbury and Otago.