Refund & change policies

Refund policy

Your refund depends on the number of days you cancel before your scheduled service. If you change the booking to a later date, the original date still determines your refund eligibility.

• 7 days or More than 7 days: 100% refund
• Between 3 and 6 days: 50% refund
• Less than 3 days: no refund

Change policy

For the most expedited service, we recommend you let us know of any travel changes via our customer portal.

• Anytime up to day of service*: Unlimited free changes via portal

* For transportation, changes are possible up until the time our driver departs for pick-up.

Transportation Changes

• Changes can be made via customer portal up to 5pm the day before service where no fee is applied
• Changes can be made via customer portal after 5pm the dayn before service and up to 9am the day of service where a $50 fee will apply. This is only possible where your reservation will be for a new scheduled pick up at 10am or beyond.
• If your reservation is for a pickup time earlier than 9am and you have not notified us before 5pm the day prior, your reservation can be changed via the portal but will be waitlisted for approval. A change cannot be guaranteed, and refund eligibility will not apply.

Fast-track arrival

• The ticket is still valid if you arrive within 24 hours of the original service date.
• A $25 change fee applies if you arrive after the next calendar date of your original service and have not notified us. A $25 change fee applies if you notify us of the need to change after the next calendar date of your original service date. I we are notified on or before the next calendar date of your original service date, no change fee applies. Eg. If you are scheduled to arrive on Jan 1 (original service date) and will now be arriving on Jan 2 (next calendar date) and have not notified us of a need to change, no fee applies.
• If you are scheduled to arrive on Jan 1 (original service date) and will now arrive on Jan 3 (after the next calendar date being Jan 2) a $25 fee applies.
• Your ticket is no longer valid beyond the second calendar date if you have not contacted us and is not eligible for a refund

Fast Track Departure

• The ticket is still valid if you arrive within 24 hours of the original service date.
• A $25 change fee applies if you arrive after the next calendar date of your original service and have not notified us. A $25 change fee applies if you notify us of the need to change after the next calendar date of your original service date. I we are notified on or before the next calendar date of your original service date, no change fee applies. Eg. If you are scheduled to arrive on Jan 1 (original service date) and will now be arriving on Jan 2 (next calendar date) and have not notified us of a need to change, no fee applies.
• If you are scheduled to arrive on Jan 1 (original service date) and will now arrive on Jan 3 (after the next calendar date being Jan 2) a $25 fee applies.
• Your ticket is no longer valid beyond the second calendar date if you have not contacted us.
• If you have already used the fast track departure service and your flight is cancelled there is no fee to rebook for an alternative date. We would confirm this before issuing you a new ticket
• If you have already used the fast track departure service and you miss your flight, you will be required to rebook the service with a $25 rebooking fee

Car seats and service add-ons

Add-ons like car seats, drinks packages, etc. are subject to the same cancellation and change policies as the underlying booking.