We understand that sometimes it can take customers longer than 60 minutes to make their way to the pickup point due to the dynamic nature of airport pickups.
If nobody arrives after the waiting time is up, then before leaving the pickup location, follow these necessary steps:
A. Driver is able to wait
Before extending your waiting time, call us at +84778553868 or WhatsApp on our group, and we’ll confirm with the client if they still need the ride and make sure you are paid for the additional time spent.
B. Driver is unable to wait/Driver Pick customer up successfully
Please collect these proofs to defend the complaint. If you follow these instructions, we will make sure that you can be paid in full for the transfer.
1. Save proof the driver was on time and waited the correct amount of time (Using Driver Events or TimeStamped photographs)
Driver Events: This is the most effective way to indicate that your driver arrived at the airport before landing time and left the airport after 60 minutes compared to the landing time. Please track the flight number to make sure that your driver can update the landing time.
Guideline for using Driver Events app here.
For example:
The flight landed at 17:49. Therefore, the driver arrived at the airport at 17:39 and waited until 19:53.
Timestamped photographs: please download the timestamp camera application (available on Android and IOS).
Valid Timestamp photographs (inside the airport): 1 picture to show the driver arrived at the airport before landing time, 1 picture to show left at the airport after 60 minutes compared to landing time. Please track the flight number to ensure your driver can update the landing time.
For example:
Arrived timestamp photo
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These pictures showed Driver was on time at pick – up location (flight landed at 0:00 AM).
Left timestamp photo
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The flight was scheduled to land at 0:00 AM. The driver took a timestamped photo at 0:50 AM and waited for the passenger, but they didn’t show up. The driver took another timestamped photo at 1:00 AM to prove that they had waited for 60 minutes as required.
2. Save proof the customer was phoned (E.g. screenshot of the phone call, SMS, WhatsApp, Line…)
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Please check your network connection continuously to avoid network issues. Making sure that customers can call you after they finish the immigration.
3. If using a parking ticket, we recommend ensuring that it includes
The time entering and leaving the car park, the date and the location. Without this information, we can’t guarantee we’ll be able to defend the complaint.
The flight landed at 20:30PM. Driver arrived at the airport soon at 20:12 PM (entry time) and left the airport at 21:59 PM (exit time). Our driver waited for the customer for 1 hour and 47 minutes.
4. Provide Meet and Greet Sign
Please take a photo by Timestamp Photograph Application when the driver arrives at the airport to show that your company provides Meet and Greet service.
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5. If customer book a child seat
Please take a picture by Timestamp Photograph Application when the driver arrives at the airport to indicate that your company provides child seat service.
- Submit the client no-show report after 24 hours from the pick-up time, with the proof attached, via email npu@mytravelthru.com
Title [ Customer No Show Proof – Booking ID ]
- And then leave us to do the rest. If a customer reports an issue, we will already have all the information we need to assist them, and you will be paid in full if you have good evidence above.
In summary, for each booking, drivers should provide the following evidence.
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After 1 hour compared to the estimated pickup time, the driver should search for passengers in the baggage claim area, flight information board, and waiting lounge.
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If the passenger is not found, the driver can leave at this time.
Note: Prefer to use Driver Events app to ensure accurate information retrieval.
