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:
AND/OR proof that the driver was on time and waited the correct amount of time, for example: parking tickets, 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)
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:
Arrived timestamp photo: These pictures showed Driver was on time at pick – up location (flight landed at 7:00 AM).
Please check your network connection continuously to avoid the network issues. Making sure that customers can call you after they finish the immigration.
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.
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.
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.
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.
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. Interior photo to prove the car’s condition
Submit the client no-show report after 24 hours from the pick-up time , with the proof attached, via email email@example.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.