Service Guarantee
Driver waits for an extra hour at no extra charge
Your driver will track your flight status using the flight no. you provided. If your flight is delayed for no more than 2 hours, your driver will wait for an extra hour without extra charge. If your flight is delayed for more than 2 hours and your driver cannot wait or reschedule, your booking will be cancelled free of charge.
Free cancellation of airport transfer booking in case of flight cancellations
If your flight is canceled, you can also cancel your airport transfer booking free of charge. If your original pickup/drop-off service cannot be used due to the cancellation of your connecting flight, your airport transfer booking can also be canceled free of charge.
Refund when airport transfer unavailable after confirmation
If you have booked and paid for an airport transfer service and the driver then informs you (prior to the pickup/drop-off time) that the service cannot be provided, Trip.com will do everything it can to solve the problem. If no airport transfer service is available after Trip.com’s effort and coordination, Trip.com will refund you the amount paid for the service and cover any costs incurred by you as a direct result of the unavailability of the airport transfer service, up to the value of your booking.
Refund when airport transfer unavailable on arrival
If you cannot locate the driver at the pickup/drop-off time or the car you booked is unavailable upon your arrival, please contact Trip.com immediately. Trip.com will do everything it can to solve the problem. If no airport transfer service is available after Trip.com’s effort and coordination, Trip.com will refund you the amount paid for the service and cover any costs incurred by you as a direct result of the unavailability of the airport transfer service, up to the value of 3 times the price of your booking.