Unexpected Flight Diversions
Flight diversions present unique challenges for us as a transportation company. Typically, airline information and other flight tools become sporadic, unreliable, and ambiguous during these events. Updates are often manually made by airport personnel, leading to delays and inaccuracies, which complicates our ability to manage your flight arrival efficiently.
In such situations, we often face the dilemma of either waiting indefinitely for your flight to arrive or canceling the trip and releasing the chauffeur.
If you choose to keep your reservation with us during a flight diversion, please take a moment to understand our limitations and business practices. Airline and FAA issues are beyond our control, and we appreciate your understanding.
Policy During Flight Diversions
Due to our experience with poor information and extensive wait times, our general policy is to cancel any flight that is diverted from its original airport until we hear directly from the passenger. We will also attempt to contact the passenger via any phone numbers provided for further information, including authorization to wait or other updated instructions.
If we are approved to wait, hourly charges will apply.
Depending on the length of the delay, it may or may not be possible to update to a later time without an additional charge (e.g., we cannot release the chauffeur only to return in less than 2 hours). This decision will be made on a case-by-case basis.
Communication and Decisions
We will always attempt to contact you via phone, email, or text to provide options, including canceling your transportation at no charge or updating to a new expected arrival time based on the latest information available.
If we cannot contact a decision-maker, the following actions may be taken individually or collectively by The Limo Service Houston management:
- Cancellation and Refund: We may cancel your transportation altogether, provide as much notice as possible, and offer a full refund.
- Degraded Mode Operation: We may operate in a degraded mode, suspending punctuality, vehicle standards, and dress code requirements.
- Hourly Pricing Model: We may suspend point-to-point pricing and revert to an hourly pricing model, charging for the trip hourly from our garage to the destination and back, including wait time (which may be extensive).
These decisions may change multiple times as the situation progresses and more information becomes available.
Adjustments and Costs
If we cannot contact you or if you decide to proceed with transportation during a diversion, we will adjust our billing and services as listed above, as determined by management.
Please be aware that in these situations, your cost may be significantly different from the original pricing (similar to a taxi waiting in traffic).
Our goal is to get you where you need to be while adhering to legal requirements and working within the logistical limitations imposed on us during these airline events.
Thank you for your understanding during these rare circumstances.
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