Three ways to send a change
Write to ride@travel-echelon.com with the word change or cancel and the name the ride was reserved under, or phone the desk during the hours printed on this site; the note box of the request form works too. A note that arrives overnight gets its answer when the phone opens again, so leave some room before your notice window closes. Include these details so the right ride is found at once:
- Your name as given in the original request
- The pickup date and the airport
- What should move: the time, the address, the car size, or the whole ride
- The phone number you used when you reserved
Sedan and SUV notice
A sedan or SUV ride can be changed or canceled without charge up to 24 hours before the pickup time. For a Friday morning pickup, a message that reaches the desk by the same hour on Thursday is inside the window. The desk passes your change along to the car company. When a change puts the ride in a different car size or a different distance band, the company names its new fixed fare in writing, and nothing moves until you say yes.
Van notice
A van ride needs a longer lead: changes and cancellations are without charge up to 7 days before the pickup time. A van seats up to 14 riders with 12 large bags, so a group whose numbers are still settling should tell the desk early. If the headcount drops to 6 or fewer, an SUV may fit, and asking for that switch before the 7-day mark keeps it inside the window. See the car sizes for what each one carries.
Late cancellations and no-shows
Once a window has closed, a cancellation or a no-show can be charged by the car company, and only under the terms written in the confirmation you accepted. Read that part of the confirmation when it lands in your text messages, and in your email when you gave one. The desk never adds a charge of its own and takes no payment at any point.
The company's confirmation says what counts as a no-show. Under the standing terms, that count cannot start before the free wait runs out: 30 minutes after a domestic landing, 45 after an international landing at DFW, and 15 at a pickup address.
Delayed flights
Under the standing terms every company accepts, the free wait counts from the actual landing when the flight number is in your request, so a late plane on its own does not make a no-show. The free wait starts from the moment you land, whether that is at DFW or at Love Field. If you left the number out, send it through the note box as soon as you have it, so the company can plan around the real arrival rather than the printed one.
Calls on the day itself
On the day of the ride, your confirmation lists the car company's own phone line. Use that number for anything happening at the curb or the door: a gate that will not open, a changed meeting spot, a bag count that grew overnight. For anything earlier than that, write to the desk or phone it. The full terms set out how requests and replies work.
Need to move a ride?
Write change or cancel in the note box of the request form on this page, with your name and pickup date, or phone the desk while its line is answered.