Complaint Procedures

Customer contacted us requesting refund but did not provide sufficient information, what would you do?

• Offer Refund

• Check if supplier provided any information, If no information was provided from supplier at all, customer is entitled to immediate refund, therefore if supplier contacted us an investigation needs to be open on customer side

• Advise no refund can be provided

• advise the customer "Of course you can" be refunded

A customer contact us to inform that the driver asked for cash at the time of pick-up. What would you do?

• Open Investigation only with Supplier and refund the customer

• Advise no refund can be provided

• Ask for more information and open Investigation with Supplier

• Just Offer a refund

A customer claimed that Driver's behaviour was very inappropriate and dangerous during the journey, the customer was concerned about her safety. What would you do?

• Offer 10% discount for future Booking

• Advised in the system shows that the journey was completed and no refund can be provided

• Report and escalate to Manager to forward to Legal team.

• Offer a refund

Is peak season and a Supplier is refusing to comply with our standard waiting time policies and the customer is VIP and need to be picked up successfully. What would you do?

• Advise to release the driver and keep evidence

• Ask supplier to comply with our procedure and offer extra waiting time cost cover

• Force supplier to wait till customer gets to arrival with no extra cost

• none of the above

Customer claims Driver no show, but Flight number was not provided and Supplier complied with the procedure at the time of pick-up. What would you do?

• Offer Refund and penalise supplier 150%

• Check if the customer was unable to add the flight number due to Booking.com error default airport, if that was not the case, Defend the complaint.

• Open an investigation with customer and Supplier

• Offer Goodwill

When dealing with Complaints you should always try to find the best solution you can offer to the customer, think whether we can offer 10% (up to 20% depending scenarios) for future transfer or we can offer Goodwill refund, just because, this is returning customer. You don’t need to wait until 14 days to give an outcome to customer. True or False?

• True

• False

When dealing with a complaint over the phone at the time of pick-up you should check if you can deal with the complaint there and then and make a decision regarding refund. Do not ask customer to email us. Be proactive and send the email if investigation needed. You can send also an email to customer for instance to confirm the outcome you gave on the phone with him. True or False?

• True

• False

A Goodwill should be provided in the followings scenarios:

• Diverted flight

• Lost luggage or delayed in getting to customer.

• Long immigration queues / passport controls

• Confusion regarding arrival time during midnight.

• All the above

If supplier already contacted us to inform the customer no show we don’t have to send an investigation email to supplier. True or False?

• True

• False

The customer booked a people carrier 7 seater and advised that driver came with standard car, so customer took local taxi. This complaint should be submitted as a Downgrade. True or False?

• True

• False