Contact

How to reach us

Booking changes

Reply to your confirmation email with the change, or call the number on it. Flight-number changes are free at any time and the pickup follows the aircraft; a cancelled flight moves the pickup with one message; vehicle-class and address changes are re-quoted by the engine and confirmed back in writing. Cancellation windows and charges are shown on the engine before payment, and they are the terms that apply.

On the day

Every confirmation carries, on the day, the chauffeur's name, mobile number and vehicle plate. If you cannot find the chauffeur at the meeting point — the arrivals hall is crowded, or you exited by a different door — call that number and the chauffeur walks to you. If you have no working phone, stand at the pre-arranged desk near Door A at Terminal 1 or by the baggage-claim exit at Terminal 3, and the chauffeur, who has your flight's live data and your name on a board, will find you. The pickup page shows both meeting points.

Corporate accounts

Email with the company name, the billing contact and the first bookers' names, and the account is open the same day — no fee, no minimum. The corporate page describes what it holds and what the invoice shows.

Groups and events

Send the passenger count, the bag count, the flight list and the schedule, and we build the reservation — one confirmation per vehicle, one invoice. Wedding and conference coordinators can send the venue's schedule directly. The private shuttle page covers the formats.

Lost property

Email with the booking reference and a description. The chauffeur checks the vehicle at the end of every trip; items are held at our Mississauga base for collection or courier at cost.

Feedback and complaints

We would rather hear it than not. Email with the booking reference, and a person — not a form — replies. If a chauffeur was late, a vehicle was not the class booked, or a fare on the confirmation did not match the charge, say so; the confirmation and the engine's record settle it, and if we were wrong we put it right.

Press, partnerships and the network

Operators elsewhere who want to be listed in the network, and travel businesses who want to partner, are on the network page. Press enquiries about Pearson ground transport, the border boards or the traffic data are welcome by email.

Or skip the phone: get a fixed fare now

Where we are

Based at Toronto Pearson with a vehicle base in Mississauga; the service runs 24 hours across Ontario, the United States and — through the network — worldwide. There is no walk-in office; every booking is by engine, phone or email.

Before you call: the questions we answer most

Which terminal — the terminal finder. Where the chauffeur stands — the pickup page. What the fare includes — the flat-rate page. How long the drive takes — the route pages. What is happening on the 401 right now — the live traffic board. Whether the Peace Bridge is backed up — the border board. Which vehicle fits — the fleet page. What we do and do not do — the about page.

What to include in an email booking request

For a transfer: the pickup address and the destination, the date, the flight number and airline, the number of passengers, the number of large bags and carry-ons, and any child seats. For a group: the same, plus the flight list with names against flights and the venue's schedule if there is one. For a corporate account: the company name, the billing contact and the bookers' names. For a cross-border trip: the destination and a note that every passenger has documents. For an hourly booking: the itinerary as you know it and the hours you expect. A reply comes within the hour with a quote or a confirmation.

Response times

Phone calls are answered around the clock by a person. Emails receive a reply within the hour, day or night, and booking confirmations from the engine arrive within a minute. On-the-day changes go to the chauffeur immediately and are confirmed back to you in writing. Feedback and complaints receive a substantive reply within one business day.

Payment, receipts and invoices

The reservation engine takes payment on a secure page and emails a receipt with the fare and the taxes shown; we never see or store card details. Corporate accounts are invoiced monthly with every trip listed and the export formats travel-management systems expect. Receipts for individual trips on an account can be sent to the traveller for reimbursement claims. Gratuity is at your discretion and can be added at booking, on the day, or fixed on a corporate account.

Languages

Bookings are taken in English and French; our chauffeurs between them speak the languages Toronto speaks, and for a guest arriving without English we will assign one who shares theirs where we can — tell us at booking.

Accessibility requests

Note the requirement — wheelchair, walker, scooter, assistance from the gate, a child seat, an oversized item — in the booking or the email, and the right vehicle and chauffeur are assigned without extra charge. The airport's own accessibility service brings passengers from the aircraft to the arrivals hall; our chauffeur takes over at the meeting point. The fleet page explains what each class carries.

How flight tracking works

Give us the flight number at booking and we follow the airline's live status from departure to touchdown: the chauffeur's timing follows the aircraft, sixty minutes of waiting are included from the moment it lands on an international arrival (thirty on domestic), and a diversion or a cancellation is known in the office before you have turned your phone on. There is nothing you need to do when a flight is late; there is nothing you can do to make a chauffeur early except land early.

The courtesy phones and the meeting points

If your phone does not work in Canada, the arrivals halls at both terminals have courtesy phones — the GTAA lists the services in each hall — and the chauffeur's number is on the confirmation you printed or saved; but the simplest thing is to walk to the meeting point — the pre-arranged desk near Door A at Terminal 1, the baggage-claim exit at Terminal 3 — and look for your name on a board. The pickup page shows both.

Privacy of what you send us

Booking details are used to perform the transfer and shared only with the chauffeur assigned and, for network legs, the operator performing them; payment details are handled by the engine's secure page and never seen by us. The privacy policy sets it out; email to have your data corrected or deleted.

When to call rather than book online

The engine handles the transfer, the return, the child seat and most notes. Call or email for: a group larger than a Sprinter; a cross-border trip beyond Buffalo and Niagara; an hourly booking with a complicated itinerary; a corporate account; an FBO pickup with a tail number; a same-day booking in the early-morning departure bank; anything involving an accessibility requirement you want to talk through; and any question a page on this site has not answered. A person answers, and the booking is built for you.

Booking for someone else

Assistants, family members and travel agents book on behalf of travellers every day. Put the traveller's name and mobile on the booking and your own email for the confirmation; the chauffeur's board shows the traveller's name, and the day-of details go to both. Corporate bookers do this on an account with their own reference; the corporate page explains.

Booking from abroad

Visitors booking a Pearson pickup from overseas enter the flight number and a mobile that will work on arrival — or none, with a note, in which case the chauffeur relies on the board and the airline's data; the confirmation email carries everything needed. Fares are quoted in Canadian dollars; the engine's payment page accepts the major cards.

Confirmation emails, and if one does not arrive

The engine sends the confirmation within a minute; if it has not arrived, check the spam folder and then call, because a booking without a confirmation is a booking we want to verify. The day-of message with the chauffeur's name and plate arrives on the morning of the trip or the evening before for early pickups.

Cancellations

Cancellation windows and charges are shown on the engine before payment and on the confirmation, and a flight cancelled by the airline is tracked from the airline's own status page — Air Canada and WestJet publish theirs; a cancellation inside the window is made by reply or by phone and acknowledged in writing. A flight cancelled by the airline is not a cancellation by you — the pickup moves to the rebooked flight at no charge.