Cancellation Policy

Last updated: September 19, 2026

This policy explains how to cancel or change a reservation with Executive Transportation Illinois, doing business as Executive Transportation (“Executive Transportation,” “we,” or “us”), and what is charged when a trip is canceled late, changed late, or not taken. It applies to reservations made on or after September 19, 2026, and it is part of our Terms & Conditions. If your written confirmation states different terms for a specific trip, vehicle, or charter, the confirmation controls.

The windows below follow the practice that is standard across the chauffeured transportation industry: a short window for a single sedan or SUV, a longer one for larger vehicles that are held for you, and the longest for dated events and multi-vehicle work that cannot be resold at short notice.

1) How to cancel or change a reservation

Call dispatch at (217) 523-5466. Dispatch answers 24 hours a day, 7 days a week. A cancellation or change is effective when dispatch confirms it back to you by text or email, and the time of that confirmation is the time used to measure the windows below. Leaving a voicemail, sending an email, or submitting a website form does not cancel a trip on its own; if you are inside a cancellation window, call.

Please have the passenger name, the pickup date and time, and the pickup address ready so we can find the reservation quickly.

2) Cancellation windows by vehicle

Cancel before the window opens and there is no charge. Cancel inside the window and the full quoted price of the trip is charged to the card on file, or is due on invoice.

• Executive sedan and luxury SUV, single transfer: no charge if canceled more than 24 hours before the scheduled pickup. Inside 24 hours, the full quoted price.
• Sprinter van and stretch limousine: no charge if canceled more than 48 hours before the scheduled pickup. Inside 48 hours, the full quoted price.
• Shuttle coach, limousine coach, and any reservation of two or more vehicles: no charge if canceled more than 72 hours before the scheduled pickup. Inside 72 hours, the full quoted price, and any deposit is retained.
• Weddings, proms, homecomings, and other dated events: the deposit stated on your confirmation is refundable if the event is canceled more than 14 days before the date. Inside 14 days the deposit is retained, and inside 72 hours the full quoted price is charged.
• Hourly, as-directed bookings: no charge if canceled more than 24 hours before the start time. Inside 24 hours, the booked hours are charged. A booking that ends early is charged for the hours reserved or the minimum on your confirmation, whichever is greater.
• Peak dates: on major holidays, the days surrounding them, Illinois State Fair week, and graduation weekends at the universities we serve, the 72-hour window applies to every vehicle.

3) Changes to a confirmed reservation

Changes to the pickup time, the pickup or drop-off address, the passenger count, or the vehicle are welcome and depend on availability. A change requested outside the cancellation window for that vehicle carries no fee. Inside the window, we will accommodate the change when we can; a change that moves the trip to a different day, or that changes the vehicle to a smaller class, is treated as a cancellation of the original trip and a new booking, and the windows above apply to the original trip.

Added stops, a changed destination, or waiting beyond the times in section 5 may change the quoted price. The chauffeur or dispatch will tell you before the vehicle moves.

4) Flights that run late or early

When you give us the airline and flight number at booking, the pickup follows the flight. If the flight lands late, the chauffeur meets it at the adjusted time and there is no late charge for an airline delay. If the flight is canceled or moves to a different day, call dispatch as soon as you know; a same-day rebooking to the next available flight is a change, not a cancellation, when a vehicle is available. If the flight arrives well ahead of schedule, call dispatch from the gate so we can bring the vehicle forward.

The flight number is the key to all of this. A pickup booked to a clock time rather than a flight is measured against that clock time.

5) Waiting time and no-shows

Each reservation includes a waiting period after the scheduled pickup time:

• Airport pickups: 30 minutes after a domestic flight arrives and 60 minutes after an international flight arrives, measured from the actual arrival time when we have the flight number.
• All other pickups: 15 minutes after the scheduled pickup time.

Waiting beyond those periods may be billed in 15-minute increments at the vehicle’s hourly rate, which is stated on your confirmation.

A trip is a no-show when the passenger has not appeared and has not called dispatch by the end of the waiting period, or when the passenger leaves the pickup location or takes other transportation without calling dispatch. A no-show is charged the full quoted price. If you cannot find your chauffeur, call (217) 523-5466 before you leave; the chauffeur is at the pickup point named on your confirmation, and dispatch can put you together in a minute.

6) Deposits and payment

Coaches, dated events, and multi-vehicle reservations are confirmed with a deposit, and the amount and due date are stated on your confirmation. A deposit is applied to the final balance and is refundable only as described in section 2. The balance is charged to the card on file or invoiced as agreed at booking. Charges under this policy are made to the same card used to secure the reservation.

7) Weather, road closures, and cancellations by us

Safety comes first. When a blizzard, ice, flooding, or an interstate closure makes a trip unsafe in our judgment, we may delay, reroute, or cancel it. If we cancel, anything you have paid for that trip is refunded in full, or, if you prefer, applied to a rescheduled trip. We are not responsible for missed flights, connections, or events caused by weather, traffic, road closures, or other conditions outside our control, and we recommend allowing extra time on winter days and on known heavy travel dates.

If we cancel a trip for a reason within our control, anything you have paid for it is refunded in full.

8) Refunds

Refunds due under this policy are returned to the original payment method within 5 to 10 business days of the cancellation being confirmed. Refunds on invoiced work are credited against the invoice or returned by check.

9) Questions

If anything here is unclear, ask before you book. A reservation coordinator can tell you exactly which window applies to your vehicle and date.