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The Customer Is Inquiring If He/She What Is Our Policy Towards No Show
The Customer Is Inquiring If He/She What Is Our Policy Towards No Show
If the customer didn't show up for a ride he/she will be charged 100% of the ride fees.
Customer Arrived or Contacted After being marked as a "No Show".
Customer Arrived or Contacted After being marked as a "No Show".
If the customer contacted us after the ride was marked as no show and he/she still need the ride, you will need to do the following:
Inform the customer that their original ride was marked as a No Show because they did not modify the pickup time.
If the new requested pickup time is less than 60 minutes for in-city rides or less than 24 hours for Limo rides (from call, chat, or email), call OPS to check for the nearest available driver.
If the new pickup time is more than 60 minutes for in-city rides or more than 24 hours for Limo rides, proceed to the next step.
Inform the customer that you will book a new ride for them using the same pickup location. Booking Related.
Confirm if they want to keep the same pick up and drop off locations or change any.
If the customer is upset, frustrated, or dissatisfied, log a complaint and inform them that you have submitted a detailed request to the concerned team. Complaint process.
Assure the customer that the team will contact them within 2 working days and will do their best to assist.
Note: Customer service must follow same steps for all trip types.
If the customer contacted us after ride marked as no show and he/she doesn't need the ride, you will need to do the following:
Inform the customer that their original ride was marked as a No Show because they did not ask for ride cancellation or modification.
If the customer is upset, frustrated, or dissatisfied, log a complaint and inform them that you have submitted a detailed request to the concerned team. Complaint process.
Assure the customer that the team will contact them within 2 working days and will do their best to assist.
Note: Customer service must follow same steps for all trip types.
For In-city Rides: If the customer reached out within 30 minutes before the ride time, for example, the ride time is 18:00, and the customer reached out at 17:45 to mention that he/she doesn't want the ride anymore or want to cancel, you will have to change the ride status to no show; do not cancel the ride.
For In-city Rides: If the customer reached out within 30 minutes before the ride time, for example, the ride time is 18:00, and the customer reached out at 17:45 to mention that he/she doesn't want the ride anymore or want to cancel, you will have to change the ride status to no show; do not cancel the ride.
DO NOT MENTION TO THE CUSTOMER THAT YOU WILL MARK THE RIDE AS NO SHOW -You just need to mention that you will take the needed action and confirm that the needed action has been taken
Note: If the customer asks why the ride is marked as no show and not cancelled, educate the customer that it's the same charges, 100% of the ride fare is deducted, and explain that this is a part of our T&Cs. The chat team needs to send the FAQs to the customer.
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Explained T&C
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