Flight delayed, motorway closed, train cancelled — it happens. You have a 30-minute grace period on your scheduled pick-up time, so a short delay is no problem. If you'll be later than that, here's what to do and what to expect.
You have a 30-minute grace period on your scheduled pick-up time. If you'll be later than that, here's what to do.
1. Tell us as soon as you know
Contact us on the live chat on our website (type "speak with an agent") or on WhatsApp. We'll let the depot team know so they can plan for your arrival.
Send us, in one message:
- your booking code
- your new estimated arrival time
- where you are now
- what's causing the delay — a flight number, a photo of the departure board. Keep that evidence: it's what shows the delay was outside your control.
💡 Flying in? If you know about the delay before boarding, message us from the gate. Once you're in the air you're unreachable, and the deadline below keeps running.
2. Notify us before the deadline — this is the important one
There's a cut-off for reporting a delay, called the Maximum Delay Notification Period: it's 3 hours after your scheduled pick-up time, or the depot's closing time that day — whichever comes first.
Important — If you neither notify us within this window nor arrive, and have no reasonable justification, your booking is treated as a No-Show: it will be cancelled with no refund. A quick message protects your reservation.
3. When you get to the depot, register your arrival
Even if you're late, complete the "Arrival at the depot" step in your Client Area using the code shown at the check-in station. It records the exact time you arrived. Without it, any later question about who caused a delay can't be settled in your favour. See How to Confirm Your Arrival at the Pick-up Depot.
What to expect if you arrive late (even when you've told us)
- You may lose your chosen time slot and be served at the earliest one available, so expect some waiting.
- There's no refund for the resulting late delivery of the van.
- If your pick-up runs beyond the depot's working hours, an Out of Hours Fee may apply.
- If we can't get you on the road that day at all, we'll automatically book you into the first slot the next morning. In that case we're not able to cover accommodation costs or offer a refund for the delay.
We can't cover accommodation or delay costs — but if the delay was your airline's, it may. Keep your receipts and check your airline's delayed-flight policy and your travel insurance.
For the exact fee amounts, see our Fee Document.
Flying in? Plan the slot around the landing
There's no airport pick-up or shuttle, so allow for immigration, baggage and the journey to the depot. As a rule of thumb, choose a pick-up slot at least three hours after your scheduled landing, or the next morning's first slot for late flights.
Changing your pick-up time in advance is usually free when it stays in the same period, and you can do it yourself in Manage your booking. Changing it on the day is where fees and lost slots come from. Arriving 15 minutes before your slot is the easiest way to leave on time.
ℹ Marketplace bookings — If you booked a vehicle from a private host, arrival times and any late fees are agreed directly with your host. Message them through the platform as soon as you know you're running late.