• Bride & Groom:  Mye & Kamel 

•  Wedding Date: 1st November 2025

• Event Location: Nūt Boutique Farm Lodge

• You can find the promo code for the wedding in the "CX Promo Codes List"

• Here is how to use the promo codes. 

• Whenever receiving a corporate lead, please send the details as per the normal process to and only to

  1. 1. 1. 1. 1. 1. 1. 1. (amr.moustafa@aboughalymotors.com

                       2. LCQA@aboughalymotors.com)

• Event Name:  Launch party for Villa Atouta  

• Event Date: 20th Sep 2025

• Event Location (Google Maps link):  Villa Atouta.

• You can find the promo code for the wedding in the "CX Promo Codes List"

• Here is how to use the promo codes. 

• We are so glad to mention that we have solved any tech issue could block international payments from our side so we have updated our reply's. Details

• We are so happy to announce that we have a new corporate account: Eastern Co. Kindly check their account number, booking payment method and authorized employees to book in SOP page: Eastern Co

If no cabs avail use that script We apologize for the inconvenience, but due to high demand, our cars are currently unavailable. We understand how important it is to get your ride on time, but we are unable to take requests at this time. We greatly appreciate your patience and understanding. Please feel free to check back with us later."
details

• Occasion for requesting: Exhibition

• Event Name: CityScape Exhibition 

• Event Date: 24:27 September 2025

• Event Location (Google Maps link): Al Manara International Conference Center

• Expected Number of Guests: 4000:5000 PAX

• You can find the promo code for the wedding in the "CX Promo Codes List"

• Here is how to use the promo codes. 

• Occasion for requesting: Marathon

• Event Name: Oceanman 2025 Egypt

• Event Date: 19:20 September 2025

• Event Location (Google Maps link): El Gouna Sailing Club

• You can find the promo code for the wedding in the "CX Promo Codes List"

• Here is how to use the promo codes. 

• Here are the new cancellation & Lost Business reasons.

•  Wedding Date: 04th October 2025 

• Event Location: Wadi EL-Nakhil‏‎ Villa

• You can find the promo code for the wedding in the "CX Promo Codes List"

• Here is how to use the promo codes. 

• Bride & Groom: Sandra & Ragu

•  Wedding Date: 13th September 2025 

• Event Location: Mazeej Soma Bay

• You can find the promo code for the wedding in the "CX Promo Codes List"

• Here is how to use the promo codes. 

• • https://sites.google.com/view/agmknowledgebase/customer-care/request/booking/booking-flow/qnb-vip-clients 

In order to track the technical issue, where customers payments status Authorized on "Payfort" however they are Pending Payment on Dispatcher, A new contact reason added.

• 1. L1: I want to Confirm my ride.

  2. L2: Confirm Payment.

  3. L3: Already Paid - Not Confirmed, Escalated to Tech 

• You can find the cancellation reasons on the KB in the link below:

• https://sites.google.com/view/agmknowledgebase/customer-care/request/cancellation/cancellation-reasons

• Please make sure to follow this update strictly. The item has been added to a separate page for better search results.

• Bride & Groom:  Nadine & Muhammad

•  Wedding Date: 18th October 2025 

• Event Location:  Dahab Island Palace, Maadi  

• You can find the promo code for the wedding in the "CX Promo Codes List"

• Here is how to use the promo codes. 

• Starring from tomorrow a new two car will start servicing in our LIMO fleet 

1. Geely Coolray 

2.  Geely STARRAY   

• Update Effective Date:  4thSep 2025

• Capacity and Luggage here. 

• Dispatcher cancellation reasons meaning and updated here 

Amazon Payment Services has reported a disruption with the Mastercard Payment Gateway. Some transactions may show an “Uncertain” status.

• Start Time: 3rd Sept 2025,10:15 AM

• Impact: Transactions through Mastercard may fail or remain in uncertain status.

• Action: if rejected transactions with reason "uncertain" Forward an email your direct manger: mostafa.muhammed@aboughalymotors.com or mhamdy@sixt.com.eg. 

  1. Ride ID from dispatcher

  2. Merchant Reference

  3. Pick up date and time

  4. "Tranaction "Status" from payfort" 

• Mr: Hamdy and Mr: Moustafa to collect these emails and fill Payfort outage sheet  
  
  

1. Operations Closure Date: 09-Sep-2025

2. Operations Closure Time: 12:00 PM

SMS Notifications

1. Driver Assigned – SMS sent when ride status is "Assigned".

2. Driver On the Way – SMS sent when ride status is "On the Way".

3. Driver at Pickup Location – SMS sent when ride status is "At Customer".

4. Ride Completed – SMS sent after the ride is completed, ride status "Done (Closed)".

Important Notes

• The customer receives an email only after confirming the payment, whether through a saved card or using the payment link. 

• The payment link is also sent via SMS.

When a Customer Requests an Email Confirmation

Please send a confirmation email through Freshdesk, using the canned responses available under the subject line: "Booking Confirmation"

Remember to: 

1. Type customer Email in To: 

2. Change email subject to : " Booking Confirmation - Ride ID #### "
   Remove #### and type real ride ID from dispatcher. 

3. Change templet customer name with the customer name. 

4. Email status must be: Closed 

5. Email Contact type 1: Other
             Contact type 2: Follow Up/ Transfer Call
             Contact type 3: Follow Up

6. Merge the Email with Call/chat ticket and make chat/call ticket is the primary one.

Topic on KB: https://sites.google.com/view/agmknowledgebase/customer-care/cac-team/payment-charges-issues/wrong-booking

The amount of the second ride will be refunded to the customer's wallet inform the customer that we will added to his wallet within "2 business days" and he/sh can use it in the upcoming rides

Topic on KB: https://sites.google.com/view/agmknowledgebase/customer-care/complaint/pricing-issue/double-booking 

If there were any charges incurred due to the driver not answering the customer's call, such as waiting fees or the ride being marked as a no-show, kindly assure the customer that we will follow up on the case. Make sure to mention the complaint SLA. 

If the customer reaches out to you before the trip time and you manage to connect the driver with the customer, this is an internal escalation not a complaint. Inform the customer that the needed action will be taken, no follow-up with the action taken will be required with the customer, so don't promise follow-up with the customer

Topic on KB: https://sites.google.com/view/agmknowledgebase/customer-care/complaint/my-driver-is-not-responding-or-out-of-reach#h.gzy0ph8es2i5 

If there were any charges incurred due to the driver not answering the customer's call, such as waiting fees or the ride being marked as a no-show, kindly assure the customer that we will follow up on the case. Make sure to mention the complaint SLA. 

If the customer reaches out to you before the trip time and you manage to connect the driver with the customer, this is an internal escalation not a complaint. Inform the customer that the needed action will be taken, no follow-up with the action taken will be required with the customer, so don't promise follow-up with the customer

Topic on KB: https://sites.google.com/view/agmknowledgebase/customer-care/complaint/my-driver-is-not-responding-or-out-of-reach#h.gzy0ph8es2i5 

NOTE: Fares in Gouna are fixed and not changing or dynamic fare; Gouna fare is excluded from the dynamic fare policy

Topic on KB: https://sites.google.com/view/agmknowledgebase/customer-care/inquiry/payment-related/how-is-my-fare-calculated 

The 2hrs package for " LIMO CARS " will not be available for in city.

1. Launch date: 4 Aug 2025.

2. Launch time: 16 pm.

3. Car Type: Comfort (Nissan Sunny-Peugeot 301), Mercedes-Benz E-Class (E-180), Premium (Peugeot 3008) and Van

Note: 2 Hours package still available for city to city trips without any change. 

1. Launch date: 3 Aug 2025.

2. Launch time: 12 pm.

3. Car Type: Compact (Geely GX3 pro).

Available for  safe rides only. 

1. Car Type: LEVC (Wi-Fi covered)

2. Service Type: Safe Ride & Airport & Hourly Package "2-4-6-8". (From mobile app), Safe and Airport rides from (dispatcher).

3. Coverage Area: London Cab map.

4. Waiting time: 10 EGP/Min

5. Operations Closure Date: 09-Sep-2025

6. Operations Closure Time: 12:00 PM

Please note that starting from 2 August 2025, you are required to fill in the ticket field labeled "Ride Type". This step will help us enhance the customer experience by identifying issues specific to each ride type.

Below is the list of ride types and how to select the appropriate option based on the case:

1. None – Select this if there is no ride related to the customer's inquiry, request, or complaint.

2. Safe Ride – For rides starting from point A to point B (or multi-leg rides), as long as the pickup point is not an airport and the ride is not a package.

3. Airport Transfer – If the pickup point is an airport, regardless of the fleet type or whether the drop-off is in-city or in another city.

4. Personal Driver – If the ride is an hourly package, regardless of the number of hours or whether the pickup point is an airport or not.

5. City to City – For inter-governorate travel bookings, unless the pickup point is an airport (in which case it should be logged as an Airport Transfer).

6. Open Day – For rides from the Limo fleet booked by hours, whether in-city or intercity, regardless of the pickup point.

Due to the significant increase in interactions related to international cards, we have added relevant contact reasons that should be used as follows:

L1: Payments & Charges "The customer has a concern or inquiry related to the ride charges/payment"

L2: I cant proceed with payment "The customer has a saved card but can't proceed with the payment using it"

L3: Multiple Attempts "According to Payfort customer has exceeded the allowed number of attempts."

      Insufficient Funds "According to Payfort the customer has insufficient funds."

     Wrong OTP "According to Payfort, the customer entered an incorrect OTP."

     International Card "According to payfort the card is international, and payment is unsuccessful (Declined, dropped, failed, fraud, Blocked, etc..)"

1. If the customer’s concern is regarding the driver’s details

L1: Issue with ride (Before getting onboard)

L2: I can’t reach the driver

L3: Options (choose based on the situation):

• Pickup point incorrect – If the customer clarified that the pickup point is incorrect and wants to reach the driver to inform them of the new location.

• Driver not in location – If the ride status is "At Customer" or "Stand by" and the customer claimed the driver did not arrive.

• Driver does not answer – If the customer stated that they called the driver and received no response.

• Driver not assigned - Details not shared - If no driver has been assigned to the ride yet.

• Driver assigned but not "To Customer" - Details shared – If the driver is assigned but the customer did not receive the communication SMS.

2. If the customer’s concern is that the driver is late,

L1: Issue with ride (Before getting onboard)

L2: My ride is late

L3: Options (choose based on the situation):

• Driver took long to get to customer – If the driver was assigned more than 30 minutes before the pickup time for in-city rides, or in all city-to-city ride cases.

• Ride not assigned on time – If the driver was assigned less than 30 minutes before the scheduled booking time for in-city rides. This should not be used for city-to-city rides.

 If the customer is requesting to confirm the ride/payment:

• L1: I want to confirm my ride

• L2: Confirm payment

• L3:

  • Already paid → Use if the ride status is Open, Assigned, or Closed (for in-city rides)

  • Already paid → Use if the ride status is Confirmed, Assigned, or At customer (for city-to-city rides)

• L1: I want to confirm my ride

• L2: Confirm payment

• L3: Not paid → Use if the ride status is ​, Pending Payment (for in-city rides & city-to-city rides) and Pending (for city-to-city rides)

Note: Use these only if the customer's request was specifically to confirm the ride or payment.

If the ride status is "Lost Business":

• In-City Ride:

  • L1: I want to book

  • L2: Will not proceed

  • L3: In city cab not available

• Limo Ride:

  • L1: I want to book

  • L2: Will not proceed

  • L3: Limo Availability

If the customer contacts us to confirm that the ride was cancelled or requests cancellation and you find the ride is already cancelled:

• L1: I want to cancel my booking

• L2: I changed my mind

• L3:

  • Cancelled within safe time

  • Cancelled out of safe time
    (Based on the actual cancellation time)

 If the customer contacts us to confirm a modification, or asks for a modification and you find the ride is already modified:

• L1: I want to modify my booking

• L2:

  • Change pickup/dropoff

  • Change time (Keep same day)

  • Change Date

  • Add/Modify comment

• L3: To be selected according to the L2 option

The waiting policy is dependent on the pickup point. If the pickup point is the airport, then the free waiting time is 45 minutes. However, if the airport is the dropoff point, not the pickup point, the waiting policy for Safe Ride will be applied, "10 minutes"

• Regular Customer: The Maximum wait time is 90 minutes. The first 45 minutes of waiting time are for free (This only applies for Trips from the airport and for trips to the airport it is treated like a safe ride), and the second 45 minutes the customer will be charged.

• Prime Subscriber:  The Maximum wait time is 90 minutes. The first 60 minutes of waiting time are for free (This only applies for Trips from the airport and for trips to the airport it is treated like a safe ride), and the second 30 minutes, the customer will be charged.

• Every Minute after (45 minutes for regular or 60 minutes for prime), the customer will be charged as follows:

  • For LEVC 10 EGP per minute

  • For Mercedes, 13 EGP per minute

    • • For Example: If a LEVC driver waited 60 minutes for the customer, the extra waiting fees will be as follows:

        • • • 15 Minutes x 10 EGP per minute= 150 EGP.

• Maximum waiting time is 90 minutes, after this 90 minutes, the ride is regarded as No Show, this only happens if we contacted the customer and there was no reply, if the customer replied, the driver can wait, and the customer will be charged the waiting fees accordingly, with the maximum waiting time still being 90 minutes.

• Educate the customer also that LC doesn't track flights, so if there is going to be a delay to his/her ride he/she should contact us at least 60 minutes in advance to reschedule.

• Bride & Groom:  Enjy & Hassan

•  Wedding Date: 10th of October

• Event Location:  El Gouna

• Expected Number of Guests: 200-300

• You can find the promo code for the wedding in the "CX Promo Codes List"

• Here is how to use the promo codes. 

• Please make sure to check with the Limo OPS team at least 48 hours before making any booking, to check for availability.

https://sites.google.com/view/agmknowledgebase/customer-care/request/booking/booking-flow/airport-ride

Out of Coverage: The pickup or drop-off location is outside the areas covered by London Cab.

Pricing: The customer found the fare too high or did not accept the pricing.

Incomplete Data: Essential booking details were (e.g., location, date & time, etc.) were missing or unclear so we couldn't complete the booking/s, or the customer decided to end the call/chat (to book later or didn’t want to continue booking). 

Car Type Not Available: The specific car requested by the customer was unavailable and the car type is not part of our fleet (e.g. BMW). Regardless of Trip Type. 

LIMO – Availability: No LIMO vehicles were available for the requested time or location.

LIMO – Car Type: A LIMO vehicle was available, but not in the specific model or class the customer requested (e.g., no E-Class available). - the car type is part of our fleet. 

In-city – Cab Not Available: No In-City cabs were available to fulfill the booking.

In-city – Car Type Not Available: In-City cabs were available, but not in the car type the customer requested (e.g. E-Class) - the car type is part of our fleet. 

Extra Hold: The customer did not accept the Extra Hold.

Technical Issue: A system error or technical problem (e.g. dispatcher glitch, App Issue, etc.) prevented the booking from proceeding.

https://docs.google.com/presentation/d/1aZpBA87bCrZCn5DX88ExER9Y6mpbhcLlOfWrxt_uQL4/edit?usp=sharing 

A new topic can be found here: https://sites.google.com/view/agmknowledgebase/customer-care/complaint/extra-hold-amount-not-refunded 

• We're now fully serving the New Administrative Capital (NAC) with all our products: Safe Ride, Airport, and Personal Package

• Confirm all three services are available: Safe Ride, Airport, and Personal Package.

Handle inquiries as you normally would for any other service area.

If you encounter any unusual issues specific to the NAC, please escalate according to our standard procedures here.

• L1: Payments & Charges

• L2: Why was I charged twice? - to be used in cases where the customer's main concern is being charged twice for the same ride or fee

  • • L3: Escalated to Tech - to be used when the case is escalated to tech and the transaction will be voided or is invalid

    • L3: No Double Charge - when there is no double charge, and it is a misunderstanding from the customer's side

If the case is related to a Double Booking unbeknownst to the customer, the Contact Reason to be chosen should be:

• L1: I want to cancel my booking 

• L2: Double-booking

• L3: Customer booked twice

• Event name: CIB 

• Start Date: 07/07/2025

• End Date: 15/09/2025 

• Event Location: North Coast

• Note: promo code will be valid in all covered North Coast areas, including airports, but excluding limo rides.

• You can find the promo code for the wedding in the "CX Promo Codes List"

• Here is how to use the promo codes. 

• We will be extending our operations to Marsa Matruh International Airport. Customers will be able to find the Matruh International Airport list when booking through the app, and it has been added to the list of airports in the Dispatching booking flow.

• Bride & Groom:  Zeina & Taher

•  Wedding Date: 7th of November 2025 & 8th of November 2025

• Event Location:  Sia El Gouna, "7th of November" & The venue, El Gouna, "8th of November"

• Event Location (Google Maps link):  The Venue & Sia El Gouna

• Expected Number of Guests: 400-700

• You can find the promo code for the wedding in the "CX Promo Codes List"

• Here is how to use the promo codes. 

Limo regular waiting Policy Pick-up location: Anywhere except airports

The first 15 minutes of waiting time are free. The maximum waiting time is 120 minutes, but it can be extended upon request and availability.

Limo airport waiting Policy: Pick up location is airport

The first 45 minutes of waiting time are free with maximum waiting time120 minutes, however, it can be extended upon request and availability.

Details

• Starting from June 1st, 2025, the promocode for NBE users will be available on both Airport & airport Round Trip not only airport trips

• These promo code is renewed Monthly, meaning they are valid from the 1st day of the month till the last day, and then they are reset with the same T&Cs for the next month

• You will be able to recognize the promo code by its description in the "CX Promo Codes List"

• We have stopped our Shuttle service in Gouna, and it is no longer available as a ride type

• The option to book a shuttle ride in Gouna has been removed from the customer app

We are providing a new promo code for our collaboration with Bonyan

• You can find the promo codes in the "CX Promo Codes List". 

Mercedes E-180 & Van 

• The customers are not able to find the Mercedes E-180 & Van Category for any ride type on the app 

• If the customer is requesting to book using one of these car types you need to check for availability with the OPS team

Until further notice before making a customer booking in Gouna or Hurghada, you need to reach out to the Gouna OPS team first to check for availability, if there is an availability create the booking for the customer if not apologize to the customer as there are no available rides at the moment due to full capacity

• If the customer didn't pay on time and the payment link is expired and the customer still wants to pay, yet the customer wants now to pay and subscribe, you will need to do the following

  • • You need to extend the payment link expiry date by 3 days from today, for example, if the customer contacted us on the 15th extend the expiry date to the 18th

    • Follow the below steps to extend the expiry date

• If the customer books a round trip and returns on the same day, they will receive up to 50% off on the return trip, including 3 hours of free waiting.

• If the customer books a round trip and returns on a different day, they will receive up to 10% off on the return trip.

If the customer complains that he/ she can't find an available car when selecting the "Ride Now" option, please use the following script: 

Ineligibility:

• If the booking can't be modified as per the modification rules, educate the customer with the proper solution or policy depending on the reason:

• If the time is less than 60 minutes of the ride time,  inform the customer that the modification should be done before an hour or more of the pickup time.

• If the Payment Methods is Credit, and the customer wants to modify the location before more than hour of the pickup time, ask the customer to cancel the exiting booking and book a new one with the correct location.                                      

Eligibility:

1. If the ride is a "Safe Ride"  and the customer is eligible for modification 

• Modify the ride on behalf of the customer and provide him/ her with the modification steps from the App 

• If the ride is an "Airport Transfer" modify the ride on behalf of the customer. Do not provide the modification steps from the app.

• If the customer expresses frustration about not being able to modify the ride themselves. ONLY IN THIS CASE

"Apologize to the customer for this technical issue, and inform the customer that the concerned team is working to resolve it as soon as possible". 

2. If the booking is eligible for modification and pickup time is more than an hour away while the ride status is "To Customer", Modify the ride as per the customer's request.

•  Inform the customer with the following: "I can see that the driver is on the way to you; however, I have made the modification on my end. Let me know if you need further assistance". 

• Don't provide the modification steps through the App.