How do I cancel a trip?

If you're needing to cancel a trip once you're approaching or once you've already arrived at the pick-up location:

1. Scroll up to open additional service information and click on 'Cancel'
2. Choose the appropriate reason for the cancellation from the list 
3. Confirm cancellation

 Important:

• You're not able to cancel after pressing 'Passenger on board', so do not press this until the passenger has arrived. 
• If you cancel a prebooking less than 30 minutes before the pick-up time, the system will apply a penalty.
• Cancellations within 2 minutes of accepting the pre-order are excluded from sanctions.

We recognise that there may be exceptional circumstances that require you to cancel a service or booking. However, please note that cancellations have a negative impact on the user experience.