Explained
What happens if your airport pickup doesn’t go to plan
Delayed, early, diverted, a terminal change, a lost bag or a driver you can’t see — what happens in each case when you book an airport pickup with us.
Published 7 Oct 20262 min read
Most airport pickups are uneventful. These are the ones that are not, and exactly what happens with us in each case — so you know before you fly.
Your flight is delayed
Nothing for you to do. We track the flight by its number and move the pickup to the real landing time automatically. The price does not change, and your complimentary waiting starts when you land, not at the original time.
Your flight lands early
The same tracking works in reverse: if you are early, so is your driver. If you clear the airport unusually fast, call us and we will tell you exactly where your driver is.
Your flight is diverted or cancelled
Call or message us as soon as you know. The office re-plans the pickup for your rebooked flight or the airport you have been diverted to, and confirms the new arrangement with you — you are not left sorting out transport at the gate.
Your terminal changes
Because we follow the flight rather than the booking, a terminal change moves the meeting point. If the change happens at the last minute, your driver walks across or is redirected by the office.
Passport control or baggage reclaim is slow
That is what the waiting time is for, and it is counted from landing. You do not need to call to say you are still waiting for a bag.
Your luggage doesn’t arrive
Report it at the airline’s baggage desk before you leave reclaim — that is the only place it can be logged. Message us that you are at the desk and your driver will wait.
You can’t see your driver
- Stay inside the arrivals hall. Your driver is waiting inside, not at the kerb or in a car park — walking out is the most common way to miss each other.
- Check your phone. Your driver’s details and the meeting point are on your confirmation, and we message on the day.
- Call us. The office is open 24 hours on 020 8742 2888 and can reach your driver straight away.
You need to cancel
| When you cancel | What you get back |
|---|---|
| More than 24 hours before pickup | A full refund |
| Between 2 and 24 hours before | Half the fare |
| Less than 2 hours before, or a no-show | No refund |
You want to change something
Call or reply to your confirmation. A new time or address is re-quoted before it applies; an extra stop is £10 and a child seat £8, both shown before you agree.
Questions, answered.
Do I pay more if my flight is delayed?
No. We track the flight and move the pickup to the real landing time, and the price stays the same.
What if my flight is cancelled?
Tell us as soon as you know and we re-plan the pickup for your new flight. A cancelled flight is not treated as you cancelling the booking.
Can I cancel for free?
Yes, up to 24 hours before pickup. Between 2 and 24 hours before, half the fare is refunded; within 2 hours or for a no-show, nothing is refunded.
Get your fixed price
Enter the journey and you see the full price before you book — airport fee, tolls and any supplement included.
Rather talk it through? Call 020 8742 2888, 24 hours a day.
P5 Chauffeurs is a TfL-licensed private hire operator (licence no. 11928). Every journey is pre-booked at a fixed price with a licensed driver in a licensed vehicle. Written by Faraz, Operations Manager, who runs our day-to-day operations.