Complaint process

When you receive a complaint if an investigation is already open, what step you should take?

(a)  

When a complaint is received over the phone what is the first thing you need to take in consideration?

• Where is the customer

• If there's a meeting point

• What time did the flight land

The main reason we offer compensation to the customers are the following: midnight confusion, diverted flight, Customs - baggage claim delay. True or false?

• True

• False

For incomplete journey with no additional taxi taken what is the compensation we offer to the customers

(a)  

For a vehicle downgrade what is the penalty apply to suppliers

(a)  

For driver delay less than 20 minutes what is the compensation offered to customers?

(a)  

If customer called to report Driver no show Outside waiting time and no answer from supplier/driver at any location, what step you should take?

• Advise customer needs to take a local taxi and check if we have emails from SP – no emails? Refund the customer.

• Offer Goodwill straight away

If supplier call to report customer no show, what's the step you should take

• Call the customer

• Send email to the customer

• Advised supplier customer no show will be submitted in the system

When Customer call to report a driver delay, what step you should take?

• Offer refund immediately and charge supplier

• Call the supplier, find out where the driver is and how long they will be

When the driver is delay and the customer don't want to wait, what you should take into consideration?

• How late the driver is before we issue a refund

• Where the customer is waiting