Flight delay policy — never charged for an airline delay.

How does the flight tracking work?

At booking, you give us your flight number (e.g. BA269 for BA from LAX). We feed this into a live airline data feed; from the moment your aircraft departs the origin gate, we know its real-time progress.

The pickup time on our schedule adjusts automatically as the inbound flight's ETA updates. The driver wakes / arrives at Heathrow's short-stay based on the actual landing — you don't need to message us if you're delayed.

How long is the free wait?

60 minutes from your actual landing — not your scheduled landing. This is the crucial distinction. If your BA269 is scheduled to land at 09:50 but the actual touchdown is 11:20, the 60-minute clock starts at 11:20. You're not penalised for an airline delay.

The 60 minutes covers baggage reclaim, customs queues, immigration, and the walk to short-stay. For most arrivals, you'll call the driver within 30-45 minutes of landing.

What if I'm delayed beyond 60 minutes?

£15 per additional hour — but only if you ask the driver to stay. The default is the driver waits regardless of how long it takes; the £15/hour applies if your delay would otherwise impact a later booking and you'd like us to reschedule the next job.

Practical scenarios where this matters:

• Baggage carousel breakdown (rare but happens): we wait, no charge.
• Customs / immigration queue 90+ minutes: we wait, no charge.
• Lost luggage requiring report filing 2-3 hours after landing: we wait the first 60 minutes free, then £15/hour if you ask us to stay.

What if my flight is cancelled?

Tell us the new flight number — booking moves to the new arrival at zero fee. Whether it's the same day (re-route through Madrid) or 48 hours later (overnight delay), the fare is locked at the original booking.

Aggregators typically charge 50% of the fare as a "rebooking fee" within 24 hours of pickup, and full fare for last-minute changes. Kings doesn't — the operational cost of moving a booking is the same as making it.

Severe delays — 6+ hours late

For a flight that lands 6+ hours late, we may need to arrange a fresh driver. The original driver may be committed to a later booking; we'll send a different driver at no extra charge. The fare is unchanged.

Last winter's freeze that grounded a whole night of US arrivals at T5 was handled this way — original drivers couldn't stay another 8 hours, but we rebooked every customer with the next available driver, same fare.

Cancellation by the passenger

Free up to 12 hours before pickup. Beyond 12 hours, 50% fare applies (the driver has committed the slot). Same-day cancellation (within 4 hours of pickup) charges the full fare.

This is the only case where you pay something without travelling — and the structure is to protect the driver against being short notice on a long-distance commitment.