Rescheduling or dropping a reserved ride to the terminal

1 Withdrawing before the company confirms

A request and the written fare that answers it commit you to nothing. The quote is free, and nothing is held for you until the car company sends its written confirmation. To withdraw, reply to the fare saying you no longer need the ride, call during phone hours, or leave the fare unanswered. If you have already said yes and the company has not yet written back, tell the office and we pass the word on at once. None of this leads to a charge from anyone.

2 After the written confirmation arrives

Once the company confirms in writing, the ride becomes a reservation with that company, made on the terms printed in its written fare. The office sets no cancellation deadline of its own and adds no charge of its own to a change or a cancellation. Read the cancellation lines of the fare before you say yes; if any of them reads unclearly, ask the office and we ask the company to spell it out in writing. The company's terms decide:

• whether a date, a pickup time or an address can still change
• the latest point at which you can cancel without a charge
• what a late cancellation or a missed pickup costs
• how and when money you paid the company comes back to you

3 Shifting the date, pickup hour or address

A change goes through the same channels as the first request. Send it by form, email or phone, with the name on the reservation, the original date and pickup time, and the new detail beside them. The office puts the change to the company, and the company answers in writing. Until it accepts the new details, the original reservation stands as it was. A new date follows the rule for any request: rides are arranged from the day after the reply is due.

A new address can move the ride into another of the six road-mile bands, for example from Sugar House, about 11 road miles out, to Draper, about 23. The company's written fare for the changed ride then sets the new figure, which becomes the fixed rate once you say yes and the company confirms.

4 Landings that come early, late or another day

For a pickup at the airport, if your landing time changes on the same date, tell the office or reply to the company on its written confirmation; the written fare says how that company handles an early or late landing. If the driver ends up waiting past the time the written fare names, that fare says what the extra waiting adds.

A flight cancelled, or moved to another day, counts as a change of date. Tell the office as soon as the new flight is set, with its new flight number, and the company's written terms decide what the change involves. For a ride to the terminal, a new departure means a new pickup time: send it the way you would send any other change.

5 A local company that has to decline

The office asks one local car company that serves your corner. If that company cannot run the ride on the date and at the hour you asked for, the office tells you so in writing, and the request ends there: nothing was held, so nothing is owed by you, by the office or by the company. You remain free to make other plans for that ride.

Should a company that has already confirmed later find it cannot keep the ride, its written terms decide what it owes you, including the return of anything you paid it. The office tells you as soon as the company tells us, and carries your questions to the company in writing until you have its answer.

6 Refunds come only from the company

Riders pay the office nothing, and this site takes no payment and asks for no card, so the office never holds money that could be returned. Any payment for a ride goes to the car company, and any refund comes back from the car company under the terms of its written fare. The office can ask the company where a refund stands and pass the answer on to you; issuing or deciding a refund stays with the company.

7 Reaching the office about a change

The phone at +1 (801) 363-4718 is answered Monday to Friday from 3 p.m. to 9 p.m. and Saturday and Sunday from 8 a.m. to 2 p.m., Mountain time. Email goes to rides@travelsbytracie.com. The online form takes change requests 24/7. A change sent while the phone is answered, at least 90 minutes before it closes, gets a written reply within 90 minutes; any other change gets one within the first hour after the phone next opens. When a pickup is close and the phone is closed, you may also write back to the company on its written confirmation.