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 Terminal Parking 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 Terminal Parking. 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.