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The Customer Is Inquiring About How Is Our Fare Is Calculated Or What Is Meant By "Estimated Fare" Or Why His/Her Ride Price Increased
NOTE: Fares in Gouna are fixed and not a changing or dynamic fare, Gouna fare is excluded from the below
How Is The Fare Calculated
How Is The Fare Calculated
Our is calculated based on the following:
The distance between the pickup and drop off in Kilometers (Drop off mut be specified and selected).
The trip's duration.
Script:
The pricing is carefully assessed by the dedicated team.
Note that Gouna Prices are fixed and are not dynamic, below is the prices for Gouna Rides
Gouna 2025 Updated Prices (2) (1) - Abdallah Elsayed.docxWhat Is Meant By "Estimated Fare" & Why My Fare Has Increased?
What Is Meant By "Estimated Fare" & Why My Fare Has Increased?
The price is estimated at the time of the reservation because might increase due one or all of the following reasons:
The pricing is carefully assessed by the dedicated team.
Please note that prices may vary during peak times or periods of high demand.
Increased demand at the time of pickup "As the ride is dynamic in its pricing"
For Example, the customer might book a ride for 1200 EGP while he/she booked the same ride yesterday 1100 EGP
This is quite normal
The status of the trips route "Traffic Jams - Road Issues", this may appear as:
Routs change due to high traffic
Trip duration increase to high traffic
Customer entered a wrong drop off thus increasing the distance and duration to the actual drop off point (Another drop off)
Entering airport during a package reservation (Personal Driver)
Extra waiting time:
If the driver arrived at the location of the customer and had to wait for the customer for more that 10 minutes
You can find how the waiting time is calculated here
What Is Meant By "Extra Hold" & Why Has My Fare Increased Due To "Extra Hold"?
What Is Meant By "Extra Hold" & Why Has My Fare Increased Due To "Extra Hold"?
For bookings made with Payment Link "without a saved card", through the call center team "Calls, Chat, E-mail", an authorization hold is temporarily placed on the customer's card with the following amount, depending on the ride type:
For Safe Rides and Airport Transfers, the amount to be on hold will be 200 EGP.
For Horly Package Rides, the amount equivalent to one extra hour fare "685 EGP"
This amount will be released minus any extra charges (e.g., extra kilometers or time) after the trip is completed.
Note: This scenario is put in place to make sure that any extra amount that the customer will have, such as "Waiting Fees - Extra Time - Dynamic Pricing due to route change," can be deducted from this amount instead of being added as a negative amount to the customer's account.
This scenario only happens if the customer did not check the "Remember me?" box while paying through the payment link as shown in the image, if the customer checks the "Remember me?" box while paying, the extra hold amount won't be deducted, and any extra fees will be deducted directly from the card after the ride and not in advance.
The customer will receive a disclaimer in the payment link email clarifying the extra hold amount as shown in the images
The customer will have to scroll down in the email and click on "View entire message" to be able to see the extra hold amount disclaimer
Note: If the customer booked a "Round Trip" or a "Multi-leg" ride, the "Extra Hold" amount will depend on the number of payment links sent, for example:
For Round Trips: the "Extra Hold" amount will be 400 EGP, as the customer will pay using 2 payment links.
For multi-leg rides, the "Extra Hold" amount in total will depend on the number of rides created.
How the customer asked how to Check if the Extra Hold Was Deducted
If the customer reached out inquiring how would he/she know that the extra hold was refunded after the trip or was it deducted fully or partially educate, educate the customer that he/she will be able to see that in the invoice sent after the ride if the ride amount is the same this means that the extra hold amount has been refunded
Due Amount Pending
Due Amount Pending
Customers with a due amount below EGP 10 can now book rides without any restrictions and won’t see any notifications about their balance.
If a customer’s due amount exceeds EGP 10, the customer can pay it right-away or the amount will be automatically added to the total fare of the next ride. A clear breakdown will be displayed on the ride confirmation screen.
You can see the customer app view from here
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Change route/Dynamic pricing
Contact Type 3: Explained fees
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