Ask to change or cancel a booked journey

Goal

Get a booked journey changed or canceled by the transport company, with written confirmation of what was agreed.

Prerequisites

• You have the confirmation email or the confirmation code for the journey.
• You know exactly what should change, or that the journey is no longer needed.
• You have the contact details of the company carrying you.

Steps

1. Find your confirmation code or booking reference in the confirmation email.
2. If you have portal access, open the booked job and use Change request or Cancellation request when offered. Enter the reason and proposed details. This sends a request for the operator to review; it does not change or cancel the booking immediately. You can also reply to the confirmation email or phone the transport company.
3. Give the reference, the date and time of the journey, and exactly what should change: time, pickup, drop-off, number of passengers, luggage, flight number, or vehicle.
4. For a delayed or rebooked flight, give the new flight number as early as you can, so the pickup can be moved with it.
5. Before canceling, read the cancellation terms that came with your quote. They set how many hours before pickup a cancellation still qualifies, and how much is refunded.
6. Wait for the company to confirm in writing. A change is only agreed once they say so, and the original journey stands until then. The portal shows the request status; Withdraw request is available while it is pending. For changes close to pickup, follow the displayed cutoff and phone the company.
7. If the change alters the price, the company sends you an updated quote. Accept it the same way you accepted the first one.
8. If you have been given access to the company's booking portal, sign in there to see the current state of your journeys, quotes, and invoices.
9. To arrange a different journey rather than change this one, ask the company for a new quote, or use the ride request in the portal if you have access to it.

Expected result

The company has confirmed the change or the cancellation in writing, and any new price has been sent to you as a quote you can accept.

Troubleshooting

• You cannot find the reference: search your mailbox for the confirmation email from the company, including the spam folder. The company can also find the journey from your name, date, and pickup address.
• Nobody has replied and the journey is soon: phone the company rather than waiting on email. Close to pickup, a call is the only reliable route.
• Your portal sign-in link has stopped working: these links expire. Request a new sign-in link with the same email address the company holds for you.
• You expected a refund and have not received one: refunds follow the cancellation terms on your quote and are handled by the company that took the payment. Contact them with the confirmation code.
• The journey has already started: contact the company immediately by phone. A journey in progress cannot be changed by email in time.