Airport Pick up & Drop

If you have an issue with the airport pick up & drop service, you could be entitled to a refund. Use our free tool to raise an issue with the service provider.

Your rights

  • Airport shuttle services usually charge a fixed fare. You may receive a digital or paper receipt before the beginning of your trip indicating fixed and variable fare.
  • Additional charges like toll taxes, convenience fee, etc. must be disclosed before the beginning of the trip.
  • Cab cancellations should be free of charge if made well in advance. A small fee might be levied in case of last minute cancellations.
  • You must keep all the bills related to your pickup & drop booking readily available, in addition to the driver’s details, vehicle number, etc.
  • If any unforeseen situation arises, immediately contact the airport shuttle service provider and lodge a complaint. You should be able to explain the situation and issue in detail.
  • You might be offered a refund as compensation for your bad experience or a rebate coupon, although this is not guaranteed.
  • If the service provider fails to help you, you may escalate the matter by filing a consumer complaint at an appropriate consumer forum.

Missed your flight because the cab arrived late?

Efficient service is of prime importance, especially while availing a cab service for airport pickup or drop. Any delay in service by the cab service provider can have far-reaching consequences including missing the flight, delay in reaching the destination and other ancillary consequences attached to the purpose of travel.

As soon as you book your cab, you should be presented with an Estimated Time of Arrival (ETA) of your ride. Make sure you enter the correct time of the journey. In case the driver arrives later than the specified ETA or fails to show up, you have the right to claim a refund if you had paid in advance.

The delay could also be caused during the ride- if your driver takes the wrong route. Unfortunately, you cannot make a case of the missed flight. What you can do is claim a refund for the cab services. You can raise a complaint online or offline with the airport shuttle company via Resolver and seek compensation for the damages suffered. You may not be entitled to a remedy if the delay was caused due to your fault.

Commute through cab was uncomfortable?

Everyone expects a certain standard of comfort while booking an airport shuttle service. Vehicle's hygiene and maintenance, and the driver's punctuality and professionalism are some of the things we all expect for a safe and hassle-free commute. There may be times when these expectations are not met and you have a bad experience with the service provided. The issue may be because of:

  • vehicle delayed,
  • unprofessionalism or bad behaviour of the driver,
  • a discrepancy in the fare amount,
  • involvement in an accident in the vehicle,
  • vehicle in a poor condition,
  • sexual harassment by the driver,
  • Loss of any item, etc. among others.

If the service was provided by a company, a hotel or an online platform, you can escalate your matter by simply raising a complaint on the online portal or by contacting the customer care via Resolver. If the airport shuttle service was availed offline, through a hotel or a shuttle service provider, you have the right to approach the concerned authority and raise your issue. In any case, your complaint does not go through, Resolver will assist you in contacting the appropriate authority and providing a solution.

Overcharged for your journey?

Airport pick up and drop generally tend to be a tad bit more expensive than normal cab rides keeping in mind the additional parking charges, airport entry fee, etc. The estimated fare is notified before the ride even begins either on the mobile application or by the Company or Hotel providing the service. If you have been charged far more than the estimated amount, you have a right to raise an issue with the airport shuttle service provider. It is also important to understand if the increased fare owes to traffic or waiting charges.

In such a scenario, claiming reimbursement is impossible. However, if the overcharged fare is due to the mistake of the driver, mishap to the vehicle, faulty meter, faulty GPS or any of the other reasons beyond your control, you have the right to claim reimbursement equivalent to the amount so overcharged. You should check if any surcharge rate is applicable in your area while availing the cab service. If a surcharge rate was applicable and the overcharged price was owing to that, you may not have a strong case.

In any case, your grievance is not redressed, you can contact the Resolver and rest assured.

Discount code not applied?

You have to ensure that you entered the correct pick-up and drop locations. Apply the coupon code in the correct section to avail the discount. If your cab discount code doesn't work, check whether the code is valid or not. Also, ensure that the code was applicable to that specific ride. If everything is correct, and still the code doesn’t apply, contact the airport shuttle service’s contact centre. You should be compensated if the company lagged. Keep proof of non-application of the discount. If your issue goes unheard, you can escalate your complaint via Resolver.

Customer care failed to resolve your issue?

Generally, it is the duty of the customer care department to provide redressal as quick as possible. Your complaint should ideally be acknowledged and resolved within 24 hours to 7 days, depending upon the issue. You may seek a remedy if there has been a delay or no response towards resolving your issue.

You also have the option to take the legal route and file a consumer case in an appropriate consumer forum. 

If the company staff has treated you poorly or has behaved rudely, you may escalate this issue and approach the upper management via Resolver. As a consumer, if you are paying for any service, you are entitled to professionalism which includes polite and appropriate behavior of the staff members.

In case, where the staff is rude or unprofessional at any point, you can initiate a complaint with specific details as to the identification of the staff member and instance of rude behavior. It is also advised that you maintain your calm while interacting with staff members. If in any case, the issue is not resolved in time and the problem persists, you can contact the Resolver for further assistance.

Resolver promises

We will never share your personal data with anyone without your permission - your case will go to the firm you’re complaining about and, if appropriate, to an ombudsman.

If you find something wrong with a company or our processes, tell us and we will put it right.

You can raise a complaint against Resolver via Resolver itself.

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