Supply Partner's Guides For Peak Reason

The booking has the wrong rate

Send a request as soon as possible via WhatsApp or email at [email protected] by naming one of the following topics:

I have a question about a booking/Booking with wrong rate/Other rate error.

Please always include your booking reference number.

Call us at +1 (415) 855-3868 — we will correct the rate on the booking

Meet & Greet charge is missing for a pick-up at the airport

Send a request via WhatsApp or email at [email protected] by naming one of the following topics:

I have a question about a booking/Booking with wrong rate/Missing meet and greet fee.

Call us at +1 (415) 855-3868 — we will add the fee to the booking.

The Flight Number is missing

Please automatically chase Flight Numbers from customers (customer's phone number is provided on booking we sent) or let us know as soon as possible.

Call us at +1 (415) 855-3868 — we will update the Flight Number to the booking.

If there is no Flight Number at the time of pick up, please use the pickup time provided by the customer, arrive at this time and wait as per the waiting time agrreed

If the customer does not show, please report Customer No Show by sending a request at email: [email protected] by naming one of the following topics:

I have a question about a booking /Report a customer no-show

Pick-up or Drop-off address is unclear

If you can fulfill the customer's request for a child seat but the extra cost is missing from the booking, please send a request via WhatsApp or email at [email protected] by naming one of the following topics:

I have a question about a booking/Customer special request/Child seat/Other.

Call us at +1 (415) 855-3868

If we do not get back to you in time or the booking is imminent, you can decline the booking if the address is not readable. Please ensure you select the correct reason for decline when doing so.

Night service charge is missing for a pick-up at the airport

Send a request via WhatsApp or email at [email protected] by naming one of the following topics:

I have a question about a booking/Booking with wrong rate/Missing night service fee.

Call us at +1 (415) 855-3868 — we will add the fee to the booking.

I cannot find the booking in the Portal

It is likely the new locations have not been added for your portal account. Contact your account manager or send a request via WhatsApp or email at [email protected] by naming one of the following topics:

I have a question about my account / I can't see bookings in the portal.

Call us at +1 (415) 855-3868

Pick up location is in a no-driver zone or the road has been closed

Please contact the customer directly (via WhatsApp, text or call) and share the new Pick-up location. Try to communicate as far in advance as possible.

If you don't get a reply from the customer, please follow up with a call and get confirmation from the customer that they understand the change and can meet you at the new pick up location.

Drop off location is in a no-driver zone or the road has been closed

Please explain as best as possible to the customer at the time of pick up to manage their expectations.