When you book an airport pickup, the question behind every other question is simple: what if my flight is not on time? Flights land early with tailwinds and late after slow departures, and sometimes they land at a different airport altogether. Here is exactly how we handle each case, so you know what to expect before you board.
We follow the flight, not the timetable
When you book, we ask for your flight number. From that moment the pickup is linked to the flight, not to the time printed on your ticket. On the day of travel we follow the flight from departure, using live data. If you take off late, we know before you land; if you are going to arrive early, the driver adjusts. You do not need to send us a message from the plane or after landing, although you are welcome to.
How much waiting time is included
Waiting time is counted from the actual landing, not from the scheduled arrival. At Malpensa and Bergamo, the first 60 minutes after landing are included. At Linate, which is smaller and faster to leave, the first 40 minutes are included. This covers normal disembarking, passport control and baggage reclaim. If the flight itself is late, the clock simply starts later: a two-hour delay does not use up your waiting time and does not change your written price.
If you are held up inside the terminal
Sometimes the flight lands on time and the delay happens inside: a long passport queue, a lost bag, a missing pram. In that case, a quick message or call to the office, +39 02 0995 2588, also on WhatsApp, lets the driver know you are on your way. If you need more time beyond the included waiting, we tell you before any extra cost applies; extra waiting is charged according to our price list, never as a surprise.
Early arrivals
An early landing is good news, and we treat it that way. Because we follow the flight, your driver is already in the arrivals hall when you come out. There is no charge for arriving early.
Diversions and cancellations
If your flight is diverted to another airport, we contact you and look at the options: collecting you at the new airport, or meeting you when the airline brings you back. If your flight is cancelled, tell us as soon as you can. Our cancellation rules are written in the terms you receive with the booking: transfers can be cancelled free of charge up to 24 hours before the pickup, and a flight cancelled by the airline is handled case by case.
Private flights
For private aviation, the logic is slightly different, because schedules are set by you and your operator. The driver waits from the agreed time, with 30 minutes included, and a change of time is free with reasonable notice, subject to availability. Tell us the operator and the flight reference when you book.
What your driver does while waiting
Your driver waits in the arrivals hall, past the customs exit, with a sign showing your name. They do not wait in the car park expecting you to find them. When you appear, they take your luggage and walk with you to the car, which is parked in the area for pick-ups close to the terminal.
Why this matters for long-haul arrivals
After a night flight from New York or a long connection through the Gulf, the last thing you want is to negotiate with a taxi rank or worry about a driver who left because you were stuck at passport control. Flight tracking and included waiting time are not extras: they are what makes a private transfer worth booking.
Tell us about special requests
If you need a child seat, travel with a wheelchair or carry extra luggage, note it in the booking form. The driver knows before your flight lands, and the right car is waiting for you.