Common questions

Use the Trip Brief Generator on our homepage or email us with your route, date, passenger count, and any special requirements. We will respond with a full written quote within 4 business hours. There is no obligation to book after receiving a quote.

Every journey is different. The right vehicle, escort, and time allocation depends on the passenger's specific mobility needs, the route, and the type of service required. A quoted price after a brief takes all of this into account — a fixed rate table would either overcharge simple journeys or underprice complex ones. The quote you receive is the price you pay.

We require at least 24 hours notice for standard bookings. We recommend 72 hours where possible so we can assign the most appropriate escort and prepare any special arrangements. For cross-border and multi-day routes, we request 7 or more days of preparation time.

Yes — in fact, most of our bookings are made by family members on behalf of the passenger. We communicate with the family contact throughout the process. On the day of travel, we confirm directly with the passenger by phone to ensure they are informed and ready.

Cancellations more than 72 hours before departure receive a full refund. Between 48 and 72 hours, a 50% refund applies. Less than 48 hours before departure, no refund is issued. Cancellations due to a documented medical emergency are handled individually — contact us as soon as possible. Full terms are in our Terms of Service.

Our escorts arrive 15 minutes before the agreed pickup time. The escort will call the passenger 30 minutes prior to confirm they are ready. If there is any delay on our end due to traffic or other circumstances, we notify the family contact immediately.

We aim to assign the same escort for repeat passengers, particularly those with cognitive or specific care needs. We maintain a small, stable team specifically so that passengers can build familiarity with the person who accompanies them. If a scheduled escort is unavailable, we will inform the family contact in advance and introduce any replacement escort before the journey.

You will receive a confirmation message when the passenger departs. For journeys longer than 3 hours, we send an en-route update at the midpoint. A final arrival confirmation is sent once the passenger is safely received at their destination. All messages go to the designated family contact number or email.

For departure transfers where the escort accompanies the passenger to the gate, and the flight is delayed after the passenger has already been checked in and processed through security, we notify the family contact and arrange for the passenger to be met by airport assistance staff. For arrivals, our escort waits at the airport for the duration of the delay at no extra charge for delays under 3 hours.

Yes. Our accessible vans accommodate power wheelchairs up to 120 kg, secured with a four-point anchor system. Please specify the make, model, and dimensions of the chair when submitting your trip brief so we can confirm the appropriate vehicle.

Yes. We routinely transport passengers with portable oxygen concentrators. Please inform us at booking so we can verify that the vehicle has a 12V power outlet available for the journey duration and that the route allows adequate rest stops if required.

Yes. Our escorts receive specific training in dementia-aware communication. We ask families to share a short profile of the passenger — preferred name, phrases that help them feel calm, and what to avoid — which the escort carries throughout the journey. See our Accessibility page for more detail.

Yes. Most of our vehicles can accommodate one accompanying family member alongside the passenger. Our group vehicles can carry up to three additional passengers. Please specify at the time of booking so we allocate the right vehicle.

A valid Canadian passport or enhanced driver's licence is required for most crossings. We send a detailed document checklist 48 hours before the journey, covering passport validity requirements, any NEXUS card benefits, medication declaration rules, and mobility equipment customs notes. Our escort assists with the border crossing procedure on the day.

Border wait times vary significantly by crossing, day of week, and time of day. We select crossing times and locations to minimise expected wait times, but cannot guarantee border processing duration. Your quote will include an estimated journey time with a realistic buffer, not a minimum-condition estimate.