Changing or Cancelling When Your Plans Change

The deadlines

Up to 12 hours before the agreed pickup time you can cancel free of charge. Because nothing is charged at booking there is nothing to refund: the obligation to pay simply ends, and it is not a process that takes weeks.

Between 12 and 2 hours before the pickup time we charge a cancellation fee of €10, never more than the fare. Cancel less than 2 hours before, or do not show up, and the full fare is due.

On a return booking the deadlines apply per journey, not to the booking as a whole. Take the outbound and cancel the return later and you are cancelling only that one, measured against its own pickup time.

What can be changed at no cost

• Time and date, as long as the route stays the same.
• The hotel within the same destination — simply a note.
• The passenger count, as long as it stays within the booked class.
• Extras: a child seat, extra luggage or a stop can be added or dropped.
• The contact details, such as a different mobile number for the day.

None of that carries a change fee. The amount only moves when what is actually being driven or carried moves.

What does move the price

Two things. First, a different destination: if it falls in a different destination area, the fixed price for the new route applies and we tell you beforehand. Second, a headcount that crosses a capacity limit — then a different vehicle class is needed. If the group shrinks, ask about the smaller class rather than continuing to pay the old price.

How a change gets through

A short message with four details: your name as on the booking, the original travel date, what is changing, and from when. You get a confirmation back with the amended details — that is what counts, not the message you sent. The channels are on the contact page; a new flight number you enter yourself under “Manage booking” — the link is in your confirmation email.

When it is the flight rather than you

Then different and mostly simpler rules apply: a delay we see ourselves and need to hear nothing about. What we do and do not need is in your flight changed after booking; the special case of a cancellation is in if your flight is cancelled.

If you decide at short notice to make your own way

Tell us explicitly, even if the deadline has passed. A driver waiting for someone who is no longer coming is the one outcome a single message avoids — and telling us late is considerably better than not at all.

Common questions