Contacting the Traveler
You should try to reach the customer and verify their updated arrival time/date. You should then inform them that you will update the transfer booking with the new time/date and that they need to accept the changes. You can do so by following the instructions found here .
If the traveler has confirmed more than 2 hours prior to the transfer, that their flight is cancelled and they are not coming, do not to go to the pickup location. Instead ask the travelers to look for their booking confirmation email and follow the instructions found there to cancel their booking.
Alternatively you can send them a link to this article.
Traveler Cancellation Request Policy
A reminder of the policy in cases where the traveler cancels a transfer:
If the traveler cancels a transfer 6 hours or less before the pickup time, the driver will be compensated with the following amounts:
30% of the driver’s cut if the traveler canceled 4-6 hours before pickup time
50% of the driver’s cut if the traveler canceled 2-4 hours before pickup time
100% of the driver’s cut if the traveler canceled within 2 hours before pickup time, as per clause 3.2 “Traveler No-Show Policy”
This monetary compensation will be added to the driver’s next weekly payment, which will be reflected in the “Payments” section of the Driver app.
An exception to this is when a transfer gets canceled under the 2 hours mark due to unresolved auto-check errors in which case the driver won't get compensated (See the following article: Transfers with Autocheck Errors).
In any other case, the Driver shall not receive any compensation.