Airport meet and greet: what happens from landing to the car

"Meet and greet" is the part of a private transfer that people appreciate most and understand least. This is exactly what happens between the moment your plane touches down and the moment you sit in the car, and what to do in the rare cases when something does not go to plan.

Before you land

Your driver has your flight number and checks its status before leaving for the airport. If the flight is early, the driver is early. If it is delayed, the pick-up moves with it: the free waiting time is counted from the actual landing, not from the time on your booking. You do not need to call anyone from the plane.

Where the driver waits

In the arrivals hall, just after the exit from customs or baggage reclaim, in the area where other drivers and families wait. The driver holds a board with the name you gave at booking, or the name of a company if you asked for it. At airports with several terminals the driver waits at the terminal of your flight; at airports where arrivals exit through a single door, the meeting point is that door.

How long the driver waits

At airports, 45 minutes from the landing time, free of charge. That covers passport control, baggage and a stop at the bathroom for most flights. If you know you will need longer, for example with a stroller and two toddlers or a long-haul arrival at a busy hub, write it in the notes when you book and we plan for it. Outside airports, the free waiting time is 15 minutes from the booked pick-up time.

If you cannot find each other

It happens, usually because an arrival exits through an unexpected door. Three things to do, in this order:

1. Stay where you are, in the arrivals hall, with your phone on. The driver is looking for you too.
2. Call or message the driver on the number you received before the pick-up. Most "lost" cases are solved with one message: "I am at exit B, blue jacket".
3. Call our support, 24 hours a day, if the driver does not answer within a few minutes. We locate the driver and bring you together.

Do not take another car or a taxi before contacting us: once you leave the airport on your own, the transfer counts as a no-show.

What the driver does next

Helps with the luggage, walks you to the car, which is parked in the official short-stay area a few minutes away, and drives you straight to your address. Payment has been settled at booking, so there is nothing to handle in the car unless you chose to pay the driver directly.

Three small things that make it smoother

• Put the main passenger's name on the booking exactly as you want it on the board.
• Keep the confirmation e-mail reachable offline: it has the driver's number and ours.
• If your plans change at the last minute, tell us before landing rather than after: a rebooked transfer is free, a missed one is not.