Unexpected Flight Diversions
Flight diversions pose a particularly difficult situation for us as a transportation company. Usually, flight information from the airlines and other flight tools become very sporadic and/or unreliable & ambiguous. Usually updates must be made manually by airport personnel and thus suffers in timeliness and accuracy making it difficult for us to manage your flight arrival efficiently.
In this situation, we are usually either waiting indefinitely for your flight to arrive or canceling the trip and releasing the chauffeur.
Should you decide to keep your reservation with us, we ask that you please take a minute to understand our limitations and business practices during these situations when airline and FAA issues are totally out of our control.
Due to our experiences with poor information and the extensive wait time involved, and to reduce the costs to you, our general policy is to cancel any flight that is diverted from its original airport until we hear from the passenger. At this point, we will also attempt to contact the passenger ourselves via any phone numbers we have, for further information including authorization to wait or other updated instructions.
If we are approved to wait, hourly charges will apply.
It may or may not be possible to update to a later time with no charge depending on how long the flight is delayed (i.e. We cannot release the chauffeur only to return in less than 2 hours). This will have to be decided on a case by case basis.
In these situations, we will always attempt to contact you via phone, email or text to provide you with the option of canceling your transportation with no charge or updating to a new expected arrival time with whatever information is currently available.
In these situations, if we cannot contact a decision-maker, the following may occur individually or collectively as decided solely by Elite management.
- We may choose to cancel your transportation all together and will give you as much notice as possible of this decision and provide a full refund.
- We may operate in degraded mode, suspending our punctuality, vehicle standards, and dress code requirements.
- We may choose to suspend our point to point pricing and revert to an HOURLY pricing model – This will result in a trip being charged hourly, with time measured from our garage back to our garage and wait time (which may be extensive!).
- These decisions may be changed multiple times as the situation progresses and more information becomes available.
In the instance we cannot contact you or you decide to continue with your request for transportation in a diversion situation, we will adjust our billing and services as listed above as decided by management.
Please be advised that in these situations, your cost can be SIGNIFICANTLY different than your original pricing (similar to a taxi waiting in traffic).
Again, our goal is to get you where you need to be, while obeying the law and working within the logistical limitations that are imposed on us during these airline events.
Thank you for your understanding during these rare circumstances.