Why did my payment fail or remain pending?
What happens when card payment is declined, cancelled, expires or remains incomplete.
An incomplete payment is not confirmation
If payment is declined, cancelled, expires or is not completed, the booking can remain unconfirmed or be cancelled. Check that your card details and billing authentication are complete before trying again.
If you see a charge but no confirmation
Do not create repeated bookings immediately. Contact the Booking Team with the attempted booking reference and the time of payment so the payment state can be checked safely.
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Need help with an upcoming journey?
For a time-sensitive pickup issue, call or use WhatsApp. For general enquiries, account help, payments or feedback, email our Booking Team.