Embedded Files
We open a case for investigation under the following external circumstances, with the complaint reason explained and desirable documents from the customer specified:
Fleet Fail: Fleet fail letter, flight details, proof of arrival on scheduled time.
Downgrade: RA and understanding of what vehicle was provided to the customer.
Vehicle Condition/Service: Clear explanation, vehicle photos/videos.
Overcharges (e.g., unexpected charges, upgrade): Credit card statement, RA, final invoice.
Unused Days (only in cases of death, hospitalization, mechanical issue with the vehicle): Death certificate, obituary, roadside assistance report required.
Deposit (only if the deposit was charged by the supplier, e.g., SStravel, DMR Turkey): Significant time has passed from the moment of car return, customer paper bank statement (not card transaction history).
Depending on the customer claim (if you suspect any technical issues and must ensure that a reservation was not used), check for:
Technical issues with the reservation (Incorrect RC number/Incorrect Rate).
Incorrect information in the customer voucher (T&C/RC Contacts/RC WH).
Please check the information provided by the customer using available tools (e.g., Google Maps, flight information, information provided in the customer voucher).
If you believe there is a mistake, please check with escalation.
Examples of Documents Needed to Review a Case:
Non-Show:
For downtown pick-up: Call logs, proof of arrival on time.
For airport pick-up: Flight details.
If the location provides shuttle service: Call logs to the rental station at pick-up time.
Please send correct request to suppliers. If the customer described a problem beyond standard documents or non-show status, copy the customer's question into the supplier's request.
More information can be found here https://docs.google.com/spreadsheets/d/1pWBxAKFyhs1zJlQ69l1tZ0UaELKGTc2j0FaLva1rd2A/edit?gid=0#gid=0
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