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GUIDELINE FOR COLLECTING SUFFICIENT NO-SHOW PROOFS | MyTravelThru

GUIDELINE FOR COLLECTING SUFFICIENT NO-SHOW PROOFS

We understand that sometimes it can take customers longer than the allotted 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 +1-415-855-3868 or WhatsApp us 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/pick customer up successfully

YOU SHOULD COLLECT:

  • Proof the customer was phoned (E.g. screenshot of the phone call), 
  • Driver events in your driver’s app (GPS logs with exact time)

AND/OR proof that the driver was on time and waited the correct amount of time, for example: parking tickets, timestamped photographs. 

  • 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.
  • Screenshots of Google Maps are not valid and we won’t be able to accept them
  • Other beneficial proofs (Meet and Greet signs, Timestamp of the provided child seat, photos of luggages and number of passengers if applicable, photos of cars used, etc)
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 pick-up location.

For airport locations, please track flight numbers. Waiting time is counted when flight lands. 

→ Guideline for using Driver Events app:   https://mytravelthru.com/guideline-for-using-mytravelthrus-driver-app/#/

OR you can use Timestamp photographs: please download the timestamp camera application (available both on Android and IOS)

The timestamp camera
The timestamp camera

Valid Timestamp photographs (inside the airport): 1 picture to show driver arrived at the pick-up location on time, 1 picture to show when the driver left. For example: 

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Arrived timestamp photo: These pictures showed Driver was on time at pick – up location (flight landed at 7:00 AM).

Save proof the customer was phoned (E.g. screenshot of the phone calls, SMS, WhatsApp, Line…)

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Please check your network connection continuously to avoid the network issues. Making sure that customers can call you after they finish the immigration.

If using a parking ticket, we recommend ensuring that it includes:

The time entering and leaving the car park, the date and the location are indicated. Without this information, we can’t guarantee we’ll be able to defend the complaint.

For example: The flight landed at 20:30PM. Driver arrived at the airport earlier 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. 

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Other beneficial proofs

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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If the customer books 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.

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If the customers show up with more passengers or luggages shown in the booking, please take photos (if applicable). Your photos can help us know the actual number of passengers and luggages that showed up. 

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Provide photos of the car used to pick up passengers: Please take a photo using the timestamp of the vehicle you use to pick up the passenger.                                                          unnamed 4Interior photo to prove the car’s condition   

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Submit the client no-show report after 24 hours from the pick-up time , with the proof attached, via email npu@mytravelthru.com

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. 

THANK YOU

Head Quarter:

MyTravelThru Pte., Ltd. (Incorporated Number: 202219123N in Singapore, Dated June 2, 2022)
8, Boon Lay Way, #11-08, 8@Tradehub 21,  Singapore 609964

Operation Office:

Tue Anh Trading & Travel Co., Ltd. (Tax Code: 0402014450)
 97 Pham Quang Anh, Son Tra District, Da Nang, Vietnam

Hotline:

USA: +1-415-855-3868
UK: +44-74-8888-0186
Australia: +61-25-016-3868
Vietnam: +84-77-855-3868

WhatsApp

Vietnam: +84-77-855-3868

SMS:

USA: +1-606-728-0478

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