Date & Time

• Ride Modification has to be within the safe time same as cancellation policy " 1 hour before the pickup time".

Safe Ride:

1. For example: The customer contacted us at 1:15 PM to request a delay for his / her ride from 2:00 PM to 3:00 PM. 

   •  Inform the customer that the driver will wait for him/her normally "30 minutes including 10 minutes free" and this time will be calculated as waiting time.

   • Leave a comment with the the new time, Ex: (العميل يريد الكاب الساعة 3  or  برجاء إنتظار العميل ساعة), and inform the customer that you have left a comment with the new time Or you can offer to the customer to cancel the current booking and book for him a personal driver package so he can get the ride with fixed cost  and the driver will be waiting for him with no worries.

2. For example: The customer contacted us at 1:15 PM to request moving their ride earlier from 3:00 PM to 2:00 PM. 

   • Ask the customer to check the availability on the app if he/she wants a "Ride Now" ride.

   •  If he/she can found a ride, cancel the old booking with the related reason (Cancellation for not being able to modify the ticket - - Cancelling to reissue a new one).

   • Check the transaction status on Payfort first, if it's void, inform the customer that the amount has been successfully returned to your account and it takes 5 working days depending on the customer's bank.

   • If the amount is not void, submit a complaint on Freshdesk  

Airport Ride:

1. For example: The customer contacted us at 1:15 PM to request a delay for his / her ride from 2:00 PM to 3:00 PM. 

• Inform the customer that the driver will wait for him/her normally "120 minutes including 45 minutes free" and this time will be calculated as waiting time.

• Leave a comment with the delay the new time, Ex:(العميل يريد الكاب الساعة 3  or  برجاء إنتظار العميل ساعة), and inform the customer that you have left a comment with the new time.

2. For example: The customer contacted us at 1:15 PM to request moving their ride earlier from 3:00 PM to 2:00 PM. 

• Ask the customer to check the availability on the app if he/she wants a "Ride Now" ride, and if found he/she can cancel the ride. And cancel the ride with the related reason (Cancellation for not being able to modify the ticket - - Cancelling to reissue a new one)

3. If customer is requesting to reopen a Now Show ride within 12 hours of the original pickup time:

• Call the call center to check the availability with the operations team.

• Open the ride and change the pickup time with the new requested time after confirmation from the operations team.

• Inform the customer that the ride will be assigned to the nearest available driver.

4. If customer is requesting to reopen a Now Show ride after 12 hours or more of the original pickup time:

• Infor the customer that in this case he needs to book a new ride with the new pickup time.

Note: No refund for the No Show fees in this case 

• You are only allowed to modify a ride 30 days in advance from the day the customer booked in. For Example: If the customer booked at Jan First and the ride sate was Jan fifth, the maximum date the customer can change from the fifth to is Jan 30th

• 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

Enter modifying the booking resend the confirmation email as shown below

Educate the customer to check their upcoming ride on the app / Send confirmation mail

Educate the customer that he can always check the ride details from the Upcoming Rides section on the app

Enter modifying the booking resend the confirmation email as shown below