Canceling or changing a ride you reserved

Last updated September 24, 2026

1. No card held when you reserve

Reserving a ride through our desk asks for no card number. The request form collects your flight, your address, the riders and the bags, your name and how to reach you, and any notes you add. Since nothing is held, the desk itself never charges you for canceling.

The fare for the ride is paid to the car company in the car at the end of the trip, by card or cash, at the fixed rate printed in your confirmation.

2. How to cancel or adjust

Use either of two routes, whichever reaches us sooner:

• Telephone the desk on the number printed at the top of every page.
• Reply to the confirmation message we sent you, keeping the subject line as it is so we find your ride quickly.

For a ride due within the next 12 hours, please telephone rather than reply, or before 4:00 am call the car company's number in your confirmation, so the car company is told while there is still time to reassign the driver.

3. Dispatch marks the free window

Dispatch is the point after which a canceled car has already been committed. For sedans and SUVs it comes 90 minutes before the door time on a departure, or 90 minutes before the scheduled landing on an arrival; for vans it comes 3 hours before the same point, because a larger vehicle is committed earlier in the day. Your confirmation states the time you count back from.

4. After dispatch: half the fixed rate

Once the driver is on the way, the car company has already set aside the car and the hours. If you cancel after that point, the car company may charge half the fixed rate for the ride. That amount is spelled out in your quote before you say yes, and repeated in your confirmation.

5. Missed pickups after landing

On arrivals the car company follows your flight number and waits up to 45 minutes counted from the real landing time. If that included wait passes and nobody has texted, called or come out to the pickup zone, the car company may charge the full fixed rate for the ride.

A short text to the driver once you have your bags, or a call if a checked bag goes missing, keeps the ride open. Waiting past the included time is billed at $10 per 15 minutes.

6. Moving the time or the address

Changing the pickup time, the pickup address or the flight costs nothing before dispatch. We check the new details with the car company and reply with any adjusted fixed rate, since a different town can fall in a different zone.

A change depends on a car being free for the new time. If none is, we tell you plainly and the original ride stays in place unless you cancel it.

7. When we cannot place a car

Occasionally no car company in the Triangle has a vehicle for a particular hour. When that happens the desk tells you as soon as it knows, and you owe nothing to anyone.

8. Winter storms in the forecast

Measurable snow reaches RDU on roughly 3 days a year. When a winter storm is forecast, the desk contacts riders with rides the next morning during the evening before, so you can keep, move or cancel the reservation with the free window still open. See the full terms for the rest of the arrangement.