Waiting Time and No-Show Policy

Airport arrivals

Provide the operating airline and flight number. The pickup may be monitored from available flight information, but a delay, cancellation, diversion or rebooking is not always communicated automatically by the airline.

The confirmed waiting period normally begins from the event stated in the reservation, such as actual arrival, gate arrival or scheduled pickup. International customs, baggage and terminal transfer time should be considered when the booking is made. The precise allowance and excess-wait charge belong in the confirmation.

Hotels, residences and other pickups

For non-airport service, waiting generally begins at the confirmed pickup time. Passengers should be ready at the agreed entrance and reachable by phone. Loading, elevators, venue exits and security desks should be considered when choosing the time.

Additional waiting is subject to chauffeur and vehicle availability and may be charged in increments stated in the confirmation. It cannot be guaranteed when the vehicle has another commitment.

What counts as a no-show

A passenger may be treated as a no-show when they cannot be found or contacted at the confirmed place after the applicable waiting period and reasonable contact attempts. A wrong terminal, incomplete address, unavailable mobile phone or failure to follow meeting instructions does not automatically extend the allowance.

A no-show may be charged up to the full reservation amount, including committed parking, tolls, waiting, event staffing or other costs, subject to the confirmed terms and applicable law.

What to do when delayed

• Call 604-999-9025 and use any day-of contact in the confirmation as soon as the delay is known.
• Give the booking reference, passenger name, current location and realistic expected readiness time.
• For airline changes, provide the new operating flight rather than only a screenshot or original itinerary.
• Do not leave the assigned meeting area without notifying the transportation contact.

Hourly and event service

Hourly time runs for the confirmed service period and is not paused while passengers attend meetings, meals or activities. Overtime requires availability and may be billed at the confirmed increment and rate.

For conferences and group movements, the manifest, loading window and onsite contact determine release and no-show handling. One missing passenger may not justify holding a vehicle when doing so would disrupt the accepted program.