• The driver is being assigned to the ride within 24 hours before the pickup time.

• The customer will receive an SMS and notification from the app included the driver's Name and phone number once the driver is being assigned.

• If the booking is already created withing 24 hours of the pickup time, the driver will be assigned to the ride ASPA and the driver details will be shared with the customer via SMS and in-app notification once the driver is assigned 

• Booking should be at least 24 hours in advance.

• The customers can now schedule rides "Ride Later" for up to 30 days from the day of their request.

• The customer support team is allowed to book a ride 30 days in advance from the day the customer contacts you.

• One exception to this rule is the round trip: The return trip for a round trip can be booked anytime with no limitation, meaning that the customer can book the return leg a year in advance 

• If the customer wants a ride within the next 24 hours, check with the operations team the nearest available time.

• The customer can only book "ride later" from the app.

• The customer can only book one way and round trip from the app.

• We can book an open day package for the customer to use for travel as well. 

• Open day booking can only be done from our end (Call Centre & Chat Support) not the customer app.

• For regular Limo Ride once the booking is created it will be visible on our dispatching system in the Rental & Limozeenak section and on the customer app, but this doesn't mean the the ride is paid, the ride may be pending payment.

• For Open Day rides they will only reflect on the app once the ride is paid; until then it won't be visible on the customer app.

• For round-trip rides, the trip will appear in the customer app only after a driver has been assigned.

• If the customer is on a wheelchair he/she can order a limo sedan car and the wheelchair can be stored in the car's boot.

• The balance added by sending a payment link can not be used to book a limo ride through the app or from our side.

• Note: If the customer is trying to book from a covered city and the pickup point he/she chose is out of coverage, you need to refer back to the OPS team to get confirmation on where you can put the pickup point in order to be able to book.

• If the Customer is booking the ride with more than 3 days in advance no need to check availability with the Operations team; continue to add the booking normally.

•  If the booking is being requested within  3 days before the booking date and time, you must check vehicle availability with the Operations team before proceeding with the booking. 

• London Cab is required to have a security clearance "تصريح أمني" for any foreign customers requesting a limousine from Aswan or Luxor to Hurghada and Gouna or vice versa. The guidelines and limitations for such a case can be found below:

• https://sites.google.com/view/agmknowledgebase/customer-care/request/booking/booking-flow/city-to-city-ride-limousine#h.tvry7rr7a7cb

• While booking i the customer chooses the  "Ride Later" option the app will suggest the nearest ride for the customer (This is how the customer who is wanting the ride now option can see the nearest available time).

• The Limo Ride can not be canceled form the customer from the customer app, it only can be done from our side.

• Canceling the first leg of the round trip will result in the cancellation of the entire booking.

• Before canceling the booking, inform the customer about the refund amount based on the Cancellation Policy and the time of cancellation. 

• If the customer is eligible for a refund, check Payfort to ensure the amount has been voided. If it has not, please submit a complaint Frehsdesk to return the money back to the customer account

Limo Modification Guidelines:

1. The Limo Ride can not be modified form the customer from the customer app, it only can be done from our side.

2. If the customer requested to modify the pickup time / Location or the Dropoff location out of the same (within 24 hrs. of the pickup time), please check availability with the operations teams through the call center.

3. If the modification is available as per the operation team, please modify the booking based on the following guidelines of location modification.

• If the customer requested to modify the Pickup or the Dropoff location, please follow the below:

• If the new location is in the same area of the original one, leave the booking as it it and just leave a comment with the new detailed address

• If the new location is far away from the original one, Cancel the original booking and rebook with the new location.

• If the new location is in the same city it means the ride type is a Safe ride not Limo, and in this case you need to cancel the original booking and reissue a new one.

Please check the Payfort in case of cancelling the booking to take the proper action upon

• You should cancel the existing booking and issue a new one