Manage Booking

Cannot locate the passenger

In all cases when the passenger is not found, you must inform our CS Team of the situation on the very moment. If you don’t, you must report the PAX NO SHOW in the next 72 hours to our email address info@mozio.com together with sufficient proofs (such as call logs, SMS sent, Parking tickets, GPS tracking including System report and map showing location at time of pickup, or even picture of the driver/car at the airport showing date and time, the more the better).

Click here to read our No show/NPU protocol

Passenger has extra luggage

Drivers should strive to provide the service at all times.

For private rides:

• If the luggage fits the vehicle, there should not be a need for any additional charge.
• If the luggage does not fit the vehicle and an additional vehicle is required, the passenger will need to pay for this. The driver should make sure this is properly documented to avoid any complaint from the passenger. A valid receipt must be provided by the driver specifying the charge corresponds to additional luggage exceeding the amount allowed. Pictures are a recommended documentation method.
• If passenger refuses to use the service due to the luggage not fitting the vehicle. The driver should document it taking pictures of the amount of luggage where it is visible it exceeds the amount specified for the reservation and report to Mozio immediately.

For shared services:

• If there is room to fit the luggage, additional charges should be processed by the driver and paid by the passenger. A valid receipt must be provided by the driver specifying the charge corresponds to additional luggage exceeding the amount allowed. Mozio should be notified to avoid any passenger complaint.
• If there isn't room for the luggage, passenger will need to find an additional means of transport for their additional luggage. Passengers may chose to forfeit the reservation with full cost. In this case the driver will need to document (pictures) and notify Mozio immediately (this would be treated just like a No Show).

Additional Reservation Request

If the passenger asks you for an additional reservation request such as additional waiting time, baby seat, or any other, please contact us Customer Support Team by email at info@mozio.com or by phone in order to be able to add the charge to the passenger's Credit Card/ Our team will confirm the request with the passenger and notify you if the charge was possible.

Cancellations

Remember as per our contract:

Providers pledge to fulfill ALL bookings, no matter the cost to the Provider, barring (excluding) external events like weather or safety concerns, even if that means Provider must hire a third party to fulfill an order. If Provider fails to service a booking and it results in a customer having to book alternative transportation, the Provider will receive no payment but will still owe Mozio its commission, credit card fees, plus credit the customer the price of the original booking. So for instance, if the Provider does not fulfill an $18 booking, they will not receive any payment, but will still owe Mozio a 20% commission, and a 3% + 30 cents credit card fee. Mozio will then provide the customer $18 credit on Mozio, which will be subtracted from the next cycle’s payout. The provider will also be charged a $25 penalty for reservations up to $25 and the amount of the reservation for those under this value.

Reservation Changes

If a passenger ask you to make a change on his reservation, you must contact our CS Team in order to confirm and apply the changes to the reservation. If original reservation cannot be changed, our CS Agent will leave a note indicating the change. In case the passenger contact us in the future for a claim, we will have the notes and the authorization of the changes.

Price difference

If you find a price difference on a received reservation, please report it immediately to our CS Team via info@mozio.com in order to give you further instructions.

Incomplete address or wrong airport selected?

Please remember you must always check the reservation details as soon as you get the booking, in order to prevent problems at the moment of the pick-up.

As soon as you see that there is missing or wrong information (incomplete address, incorrect flight or airport, missing hotel name, etc) please contact the passenger and ask for the information. Please also copy our CS Team in order to allow them help you on this request.

Please inform our CS Team with enough time in advance if you need to change the Pickup Time or Pickup Address due to certain limitations such as city ordinances, closed roads, special events, no access to the area.

Shared Transfers from Hotel

Remember that for shared transfers from hotel you need to inform the passenger the confirmed pickup time and/or specific pick-up location to ensure the passenger will get to the airport in time.

After ride Survey

After the pickup date and time, passenger is automatically sent a survey to provide feedback and rate the service they received.

You will get a weekly summary of your rating and comments based on the past bookings.

Price updates

If you need to request a price update, please fill in this form: https://forms.gle/G5Nwzh1HHFD3SGrH9

IMPORTANT

If a passenger contacts you requesting a refund, please redirect the claim to info@mozio.com