1. What this page covers
This page applies to a ride that has already been agreed, meaning you said yes to a quote and it went onto a run sheet. A request that has only been sent, or a quote you have not answered, is nothing yet and there is nothing to cancel.
2. Telling us
Notice is the whole subject. Everything below is a function of how much of it there is.
- Telephone +1 (443) 612-4708 during desk hours. This is the fastest route and the only one that works inside the last few hours.
- Or write to rides@thistlecrossing.com with the date and the pickup address, whenever it suits you.
- Outside desk hours, write rather than telephone. The message is timestamped when you send it and the desk works from that timestamp rather than from when it was read.
That last point is deliberate and it is in your favor. A cancellation emailed at 11:00 pm counts as 11:00 pm even though nobody sees it until morning.
3. Changing a ride
A change is a different time, a different date, a different address, a different number of people or a different vehicle size.
| How much notice | What normally happens |
|---|---|
| More than 24 hours | The operator moves it. No charge in the ordinary case. |
| 4 to 24 hours | Usually moved without charge, though a van or an unusual size may not be free again at the new hour. |
| Less than 4 hours | Treated as a cancellation plus a new booking, because the vehicle is already committed to your slot. |
A change is almost always cheaper than a cancellation, in trouble as well as money. If your plans are wobbling, telephone and say so rather than cancelling and starting again.
4. Cancelling a ride
| How much notice | What normally happens |
|---|---|
| More than 24 hours | No charge. |
| 4 to 24 hours | Usually no charge, occasionally a part charge on a van or a night hour, and the quote said so if it applied. |
| Less than 4 hours | The operator's late cancellation charge applies, and it was named in your quote. |
| Nobody at the pickup point | The operator's no show charge applies, after they have waited their window and tried to reach you. |
5. When your flight moves
A flight moving is not a change and is not charged as one. That is the point of giving the flight number when you book.
- Aircraft late: the pickup moves with it, and the free waiting window starts from the actual landing rather than the scheduled one.
- Aircraft early: tell us if you can, and the operator will try to move up. If they cannot, you wait a little.
- Canceled or diverted: telephone the desk. That is a different ride to a different day or a different terminal, and it should be booked as one.
The one thing that does turn a delay into a charge is silence. If you land, do not come out and do not answer, the operator eventually treats it as a no show. One message prevents that entirely.
6. If the ride fails on our side
Occasionally an operator lets a booking down: nobody arrives, or a vehicle arrives that cannot carry what was on the request.
- Telephone +1 (443) 612-4708 immediately if it is during hours, and the desk will chase or find another vehicle.
- You are not charged for a ride that did not happen.
- Tell us afterwards even if you sorted it yourself, because that is how an operator comes off the list.
What this desk cannot do is compensate you for a missed flight, and no booking desk that is honest with you will say otherwise. That is the reason the departure windows on when to leave are built with margin in them rather than optimism.
7. What this page does not promise
Two things, said plainly rather than left for you to infer.
- The windows above are the operators' normal practice as this desk sees it, and your quote governs if it differs. Nothing here overrides what you were told when you agreed.
- No flexibility is claimed beyond these windows. A cancellation policy that promised more than the people running the vehicles actually give would be a promise this desk cannot keep.
Updated August 8, 2026. Questions about a specific booking go to +1 (443) 612-4708 or rides@thistlecrossing.com, and questions about this page as a document go to waybill@thistlecrossing.com.