FAQ

What if my flight or train is delayed?

For airport and train station pickups, Ideal will provide you with a complimentary wait time of 60 minutes. By providing your flight or train details upon booking, your driver is able to track your arrival time and will adjust your pickup time accordingly. In the situation where you are facing a lengthy delay, please contact us on your arrival to work out an alternative solution. We understand that there may circumstances beyond your control that could lead to unexpected delays.
For all other trips, Ideal will provide you with a complimentary 15 minutes wait time.

What is Ideal’s cancellation policy?

Cancellation is free of charge if there is more than one hour left before the agreed pickup time. If there is one hour or less before the agreed pickup time, the total price must be paid. For hourly bookings, cancellation is free of charge up until 24 hours before the agreed pickup time. If a cancellation is made within 24 hours of he agreed pickup time, the total price must be paid. A cancellation can only be done by using the cancel feature in our app or website.

What should I do if I forgot to add my flight number?

Go to the RIDES page and select the booking you would like to add a flight number to. Click or tap EDIT. You can now add or edit your flight number .

When is my ride charged to my credit card?

Your credit card is only charged after your journey with us is completed. At the time of booking we will reserve the funds on your credit card with a pre-authorization. Your card is not charged at this point in time. This common practice is also used by hotels and rental car companies. If you make a free cancellation, the authorization will be automatically reversed and the funds released back to your account.

How do I change my credit card?

On the website, click on your name and select PROFILE from the drop-down menu. Under PAYMENT you can add or remove your credit cards. Adding a new card will not affect rides that are already booked. Newly added credit cards will only be used for new bookings. If you have booked upcoming rides with a credit card that you have removed and you would like to transfer these bookings to a new credit card that you have added, please cancel and rebook your ride with the correct credit card. We currently allow two credit cards per private account.

How do I add extra stops to my one-way/transfer booking?

When you book your ride you will be provided the option to ‘Add a Stop’ to your trip.

How do I make changes to my booking?

You can change the car class, date, time and location of pickup, dropoff location, and additional information. To make changes on the website, click on RIDES at the top of the page and select the ride that you would like to make changes to. You will then see a page with the details of your ride, where you can make changes. To make changes to your ride in one of our apps, select your next upcoming ride from the home screen or select RIDES to choose from any one of your upcoming rides. Once you’ve selected a ride, you will see a screen with the ride details, and can then make changes to them. For one-way rides you can make changes up to one hour before the pickup time, and for hourly rides you can make changes up to 24 hours before the pickup time.

What should I do if I forgot to add a voucher code?

Call the Ideal Booking Team, and they will be able to add your voucher. Please note you will not be able to add a voucher to a ride that has already taken place and been paid for.

Are the prices shown per person or per vehicle?

The prices shown are always per vehicle and include all taxes, gratuities, and fees. The maximum number of passengers and bags which can comfortably fit in each vehicle is shown under each car class. The number of passengers does not affect the price.

FAQ didnt solve your problem?

Here are several ways to contact us

Need Support?

FILL OUT FORM

Call the support line

1.844.42.IDEAL (43325)

Email the support team

Please allow 24 business hours for reply. Please do not email an inquiry about booking that is less than 24-48 hours away. Please call instead.

Email the team at info@idealexeccars.com

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