Flight tracking, free waiting time, rebooking and refunds: how we handle delays, diversions and cancellations – and what you should do yourself.
Hardly any question reaches us more often than this one: "What if my flight is delayed?" The concern is understandable – with an ordinary taxi or a hire car the pickup time is fixed, and every change becomes a problem. With a professional airport transfer it is different. This article explains step by step what happens in case of delay, diversion or cancellation.
Delay: you do not need to do anything
As soon as you have entered your flight number when booking, we track the flight in real time – from departure to the actual landing in Zurich. Whether the aircraft is 20 minutes or two hours late, the pickup time shifts automatically. You do not need to call, text or worry on board. Your chauffeur appears in the arrivals hall at the actual landing time.
After landing, 60 minutes of waiting time are included in the fixed price. This allowance is deliberately generous so that passport control, baggage claim and a late baggage belt cause no stress. Should it take unusually long, for instance because your suitcase did not arrive, a short message is enough – we wait.
Diversion to another airport
In fog or thunderstorms, flights are occasionally diverted to Basel, Geneva or nearby foreign airports. In that case, please contact us via WhatsApp as soon as you are on the ground. Together we decide whether the driver collects you at the alternate airport or whether a later pickup in Zurich makes more sense. Since we offer fixed routes to the main Swiss destinations, a pickup in Basel can usually be organised without complication.
Cancellation: free cancellation and full refund
If your flight is cancelled and you do not travel, you can cancel the transfer free of charge up to 24 hours before the scheduled pickup and receive the full amount back. If you paid online, the refund is triggered automatically to the original payment method. For short-notice cancellations within the 24 hours – which unfortunately happen in bad weather – please contact us directly. As a rule we find a fair solution, be it a rebooking to the replacement flight or a credit note.
Important for business travellers: you receive an invoice with VAT shown for every booking, including rebookings. This keeps expense reports clean.
What you can do yourself
Always enter the flight number – without it we cannot track. Check that the mobile number provided at booking is reachable abroad, ideally via WhatsApp. And if your travel plans change, tell us as soon as you know: the earlier we know, the easier it is to reschedule your driver.
In short: delays are our daily routine, not your problem. You land when you land – we are there.
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