We have a performance indicator called NPU rate and is calculated by dividing the total number of bookings by the number of cases where the passenger was not picked up. If this numbers reaches 10% your account will be temporarily deactivated to prevent more issues until you reach us and explain what is happening with your drivers.

We want to protect your earnings and grow together, so please remember that our mutual customers have already paid for their bookings, so we encourage you to give first priority to Mozio bookings and make sure best service quality is given.

Private services protocol:

If after the waiting time free of charge at airports or 10 minutes waiting time at hotels or other addresses, driver did not find the passenger:

• Please make sure you make an attempt to contact passenger over the phone, SMS, Whatsapp or any other way.
• Also send him/her an email to re-confirm you are waiting on an specific place at the airport, do not take for granted that it is a no-show.

If, still, for some reason the passenger cannot be located, your driver or anyone else from your team must call or send us a message via chat immediately at Mozio's Customer Support 24/7 line:

USA +1 (855) 980-5669 and +1 (415) 969-7669

UK +44 1456 256055

SPAIN +34 518 880 456

PORTUGAL +351 308 806 068

FRANCE +33 9 77 55 48 58

NETHERLANDS +31 85 8883 731

We have improved our Call Center, so that you and your drivers can reach our 24/7 Agents faster using our IVR (Interactive Voice Response). Just listen to the options, and dial the correct numbers according to your needs.

Please never leave the airport/pick-up address without contacting Mozio first! In the unlikely event that Mozio's numbers are busy, please try again in 1 or 2 minutes later and repeat until you can connect. Do not leave until you have talked to our team.

If lines are busy, you can always reach our Customer Support Team 24/7 on the CHAT available at the bottom right corner at https://www.mozio.com/?openchat

Our CS agents (on the phone and on the chat) are well trained to get in touch with the customer and help him/her to meet your driver. We’ll keep record of every step made by you and by us to prove you were there. This call or chat will work as a proof in case the passenger claims a NPU. Also, if you have proofs (such as GPS logs) to demonstrate your driver’s location, it is convenient that you send them to us to help us manage the claim.

IMPORTANT: 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).

If you fail to report the No show in during the next 72 hours after the pick-up time, refund will be issued to the customer. As per the contract, no proofs will be accepted after 72 hours from pickup time. Case will be archived as a no-pickup.

You will get an email notifying every No pick-up claim that we receive. In case that you have completed the transfer, you must notify us immediately and provide all the proofs you have to demonstrate it was successfully completed. You have to send this to info@mozio.com with copy to supply@mozio.com always mentioning the booking number (e.g. MOZ123456)

If we get confusing information or no information at all regarding a no show, that reservation will be flagged as a no pick-up if the passenger complains, as Mozio always goes in favour of the client when the situation is unclear.

Please note that:

- Bookings flagged as no pick-ups are reimbursed to the pax and not paid to you. This impacts negatively on your no pick-up ratio. For every No-pickup, we’ll refund the passenger, not pay you for this booking, and charge you:

• A 25 USD fee for transfers of more than 25 USD.
• The full amount of the reservation for transfers under 25 USD

The reason of this fee is to cover the additional costs that Mozio experiences when finding a "last minute" alternative transportation for the client.

- Bookings flagged as passenger no-show are never reimbursed and paid to you as if they were successfully completed.

- It is in your own interest that you report no-shows before customers make complaints for no-pickups. That way our CS can handle the cases in the best way and dismiss non-legit claims from passengers

As per our agreements with Suppliers, every time you receive a booking, it is automatically confirmed and you must provide the ride. If by any external event, on the service date you run into difficulties, we expect you to be resourceful and/or hire a 3rd party to perform the trip. No client should be denied of an already purchased service.

Cancellations are marked as a NPU and are charged the penalty fee.

We want to protect your earnings and grow together, so please remember that our mutual customers have already paid for their bookings, so we encourage you to give first priority to Mozio bookings and make sure best service quality is given.

These are the proofs that you can send for reporting No-shows and we will analyze them along with other elements in order to solve the situation and decide if the reservation will be paid or not:

From Airport

• Call log with attempt of getting in touch with Customer and/or Mozio.
• Chat logs with Mozio showing that you contacted our Customer Support Team.
• Whatsapp messages/SMS with the customer showing time and location (screenshot).
• Photo of name board at the agreed meeting point, showing time.
• Photo of the flights information main screen showing date and time.
• GPS report/screen/info (maps, screenshots).

From Hotel/Other locations

• Call log with attempt of getting in touch with Customer and/or Mozio.
• Chat logs with Mozio showing that you contacted our Customer Support Team.
• Whatsapp messages/SMS with the customer showing time and location (screenshot).
• Photo of hotel card, including time and signature of hotel employee, name of the customer and driver arrival time.
• Photo of hotel lobby/building entrance/train station/bus station/cruise port with name of place and time.
• GPS report/screen/info (maps, screenshots).

If indeed you failed to pick up our customer, the penalty per occurrence will be applied to cover extra fees.

Mozio will inform you of your particular situation and next steps. We will deduct the penalty fees from the final amount to be paid to your company on a given month.

Please instruct all of your team members involved, so they are all well aware of the protocols and what to do and avoid extra fees.