What happens to your transfer if your flight is delayed? A guide to tracking, waiting and cancellation

After a delayed flight the concern we hear most often is whether the chauffeur is still waiting. A properly built transfer system does not leave that question to the passenger; the operations team monitors everything in the background.

How does flight tracking work?

The flight number in the booking form is connected in our system to flight data providers. When the landing time changes, the meeting time updates automatically and an SMS or WhatsApp message goes to the chauffeur and to you. So a 15-minute delay and a 4-hour delay are each a separate step on the operations team's task list.

How long do we wait?

• After the flight lands there are 60 minutes of free waiting, designed for the baggage belt and passport control.
• If you exceed 60 minutes the chauffeur calls you; if the vehicle has no other booking waiting continues, and 150-300 TRY per 15 minutes is notified in writing.
• If the flight is cancelled or diverted to another airport we reschedule the transfer free of charge.

Connecting flights

For connecting journeys you only need to enter the flight number of the final leg. If you miss the connection the system detects the new flight and helps update the meeting time, though telling us the new flight number on WhatsApp speeds up the process.

Cancellation terms

For cancellations up to 24 hours before the transfer time we refund the prepayment in full. Where a transfer cannot take place because of a flight cancellation, a refund or date change is free on presentation of documentation.

Tips

• Enter the flight number correctly (e.g. TK 1883, PC 2104).
• Keep your phone's roaming or messaging app on.
• After passport control check your chauffeur's message; the meeting point may have changed.

A real scenario

A flight from Frankfurt due to land at Istanbul Airport at 18:50 landed at 21:20 because of weather. The passenger reached the exit at 22:15. The chauffeur had seen the updated landing time 20 minutes earlier and was already waiting in arrivals. Because free waiting is 60 minutes no extra fee arose; however, since it started after 22:00 the 15% night surcharge applied under the written terms of the booking.

The operations side

On delayed flights our operations team uses a reserve pool of vehicles and chauffeurs to resolve the case without affecting the vehicle's next booking. So even if the passenger exceeds the waiting time, a new vehicle is assigned in most cases and no extra fee is collected without being shared with you in writing.

What to do on a delayed flight

1. As soon as you get the airline's new landing time, send it to us on WhatsApp.
2. Take your phone off flight mode before passport control.
3. If your chauffeur cannot find you, call the operations line; we resolve it within minutes.

Remember: once the flight number and date are entered correctly, the system picks up the airline's current data within minutes; the operations team manages the rest and you only focus on landing.