Small print
Cancelling or changing a transfer booked here
The notice periods, what happens to a vehicle already on its way, and who to tell.
Effective August 4, 2026. This page covers rides arranged through this desk. If you booked with somebody else, their rules apply and not these.
The short version
Tell us as early as you can. Before the vehicle is dispatched, cancelling costs nothing in the ordinary case. After it is dispatched, somebody has already been paid to drive towards you, and that cost does not disappear because plans changed.
Notice periods
- More than 12 hours before pick up
- Cancel or change at no charge. This covers almost every cancellation the desk sees.
- Between 12 and 3 hours before
- Usually no charge, at the operator's discretion. The desk asks on your behalf and tells you the answer before anything is applied.
- Less than 3 hours before
- The operator may charge a late cancellation fee. It is theirs, not ours, and the amount is theirs to set. The desk will tell you what it is when you cancel.
- After the vehicle is dispatched
- The run is generally charged in full. A driver is already on the road and cannot be unpaid for it.
- No show at the pick up point
- Charged in full, after the driver has waited the agreed period and attempted to reach you on the number you gave.
These are the standard positions. Individual operators occasionally set their own, and where that happens the desk tells you at the time of booking rather than afterwards.
Changes rather than cancellations
Most calls to this desk are changes, not cancellations, and they are easier.
A different time on the same day, a different pick up address in the same area, or one more passenger who still fits the vehicle can usually be handled with a few hours of notice at no charge.
A change that needs a different vehicle class, for example two extra passengers or a set of ski bags that turned up unannounced, is effectively a new booking. The desk will re-quote it rather than pretend the old rate still applies.
When your flight moves
This is the case people worry about most, and it is the one that is handled automatically.
If you gave us a flight number, the operator tracks the actual landing time. A delayed arrival moves the pick up rather than cancelling it, within the grace period on the pricing page and beyond it by arrangement. You do not need to call us at two in the morning to explain that your plane is late.
A cancelled flight is different. Tell the desk as soon as you know, and the booking is cancelled under the notice periods above, counted from the original pick up time.
Weather
From late November to March, lake effect snow can make a route genuinely unsafe rather than merely slow. If an operator judges a run unsafe, it is cancelled and nothing is charged.
The desk would rather tell you a run is at risk the evening before than take the booking and leave you at a window watching for a vehicle that is not coming.
If we cancel
Rarely, and for one of two reasons: no operator is available for the window, or conditions make the run unsafe.
In either case nothing is charged, you are told as early as the desk knows, and where there is time we will say what the alternatives are, including the rail and coach options, even though we earn nothing from them.
Refunds
No payment is taken by this desk and no card details are held here, so there is nothing for us to refund. Where a charge has been made by an operator and you believe it is wrong, contact the operator first. If that does not resolve it, tell the desk and we will take it up on your behalf and stop placing work with an operator who treats passengers badly.
How to cancel or change
By telephone on +1 (216) 274-3180 during desk hours, which is the fastest route, or by email to [email protected]. Include the pick up date, the time and the name the booking is under.
For a change to a run happening within the next few hours, always use the telephone. Email is read promptly during desk hours, but a vehicle already scheduled needs a conversation, not a message sitting in a queue.