If the customer has provided the flight number, we expect you to track the flight and arrive at the airport at the time that the flight has landed (unless you have an agreed offset at that airport), and wait for 45 minutes as per the contracted SLAs.
However, if the flight is substantially delayed, and you are no longer able to fulfill the ride due to this delay, please contact our Customer Service team who will look to make alternative arrangements for the customer. Please do not decline the booking as you may incur a Cost Recovery charge.