There is no charge for cancelling a reservation at least 24 hours before your pickup time except for the $20 booking fee. This gives us time to fill your spot, so we don't lose money by being unavailable during the times when other customers are trying to book. This amount is $130 on the average. If it's less than 24 hours, the full amount is due not to exceed $35 unless it is a no show. There are no refunds for no shows, cancellations within two hours or reservation abandonment.
A no show is when:
- The driver waits for 30 minutes after the pickup time and the customer doesn't show up,
- The customer cancels less than 2 hours before the pickup time,
- The driver is already en route for trips lasting more than an hour.
- Reservation abandonment - company is not able to contact the customer at the scheduled time.
There is no charge for flight delays. However, we do charge wait time if you're late for your pickup and it's not due to a flight or baggage delay.
The only exception to cancelling less than 24 hours is if you booked less than an hour ago and the driver hasn't left to pick you up.
For example, the driver takes two hours getting to Flagstaff on time and the customer cancels or refuses service, then the full amount would be due. Or the driver gets to Flagstaff on time, waits 30 minutes for the customer and leaves, then the full amount would be due. Most drivers are flexible and will wait longer if you communicate with them as long as it's not going to make them late to pickup the next passenger. Wait time is billed at $42 per hour.
It's always better to change your reservation than to cancel since there is no charge for changing the date or time as long as it's the same service type, and we want you to be happy with our company. If you do have to cancel less than 24 hours before your pickup time, just remind us next time and we can give you 20% off your next reservation as a courtesy.
Please turn your cell phone on when you land, turn off airplane mode, and keep a look out for calls or texts since your driver will want to let you know where to meet them. It's a great idea to communicate with your driver; letting them know when you land and get your bags can make the process smoother for both you and the driver.
If you are charged in error, we will gladly refund you. However, if we are not immediately offering to refund you, chances are that you are at fault. Any refusal will result in us immediately turning you over to collections. You will also be sent to collections for unpaid balances that go over 30 days unless payment arrangements are made. Booking fees are non-refundable.
Disputes are billed at cost to the company. Collection fees are up to 35% of unpaid balances. You are also responsible for paying 1% per month and any legal fees connected with collecting the amount you owe. Obviously, this is never the goal of our company or the cancellation policy, but this is not a free service. We have to pay our drivers weekly and gas daily regardless of whether you pay or not, and it doesn't really matter if you want to pay.
Intentionally not paying can result in criminal charges called defrauding an inn keep, and anything else the officer thinks is appropriate.