We understand many airports are still struggling with queues for customers to exit customs & baggage reclaim, and this puts pressure on our agreed minimum 45 minute wait time.
In the event that your customer is delayed, but the driver is in communication with them, and they need more time; if your driver can wait the extra time free of charge this is much appreciated.
However, if there are occasions when an extra cost needs to be added, please do not attempt to directly charge the guest or cancel the journey. Please call our Partner Support number and we will advise the best course of action: +44 161 850 4025.
Otherwise, your driver can leave after the 45 minute waiting time and report the customer no show either through the Driver Events or else by submitting a ticket via the Portal / Help Centre by selecting the option: I have a question about a booking / Report a customer no- show