One: the flight is late
Nothing to do. That is the whole answer.
If the flight number is on your booking, the operator is watching it and the pickup has already moved. The free waiting window starts from when you actually land rather than when you were supposed to. This is the case the system is built for and it is the most common by a distance.
The only thing worth doing is a message when you are on the ground, because it tells the operator you are on the aircraft that landed rather than the one you missed.
Two: the flight is diverted or canceled
Telephone the desk during hours, or write whenever it suits you. This is genuinely a different ride: a different day, or a different terminal, or a different city entirely.
- Do not assume the booking follows you. It does not, and pretending otherwise costs everybody.
- Do not book a second ride before cancelling the first.
- Do tell us what you now know, even if it is only that you are stuck somewhere and do not know what happens next. A ride pushed to an unknown time is easier to handle than one nobody mentioned.
The cancellation page covers what this costs, and in the ordinary case it is nothing.
Three: you land and nobody is there
The most upsetting one and usually the most fixable.
- Telephone the operator's number, which you were given when the booking was agreed.
- If nobody answers, telephone +1 (443) 612-4708. During desk hours the desk chases and, if it has to, finds another vehicle.
- Stay put, and say clearly where you are. Two parties both walking a long curb looking for each other is the most reliable way to keep missing each other, and it happens constantly.
- Give it ten minutes before deciding it has failed. A vehicle circling a busy arrivals curb is often four minutes away and cannot say so while driving.
Four: you come out and cannot face any of it
Sometimes the flight was terrible, the bag came out last, and you have no interest in finding a vehicle at the far end of a curb.
Say so when you book, and take a meet at the terminal instead. Somebody stands inside the building with your name and walks you out. It costs the parking and a wait and it is worth every cent on the right day. Booking it in advance is the only way to have it, because it cannot be switched on while you are standing in baggage claim.
The one thing that turns a delay into a charge
Silence. If you land, do not come out, and do not answer a telephone, the operator eventually records a no show and charges for it.
One message prevents that entirely, and it does not have to be a long one.