PARTNER PORTAL HELP CENTRE

Pre - Journey

The booking has the wrong rate

Send a request as soon as possible via WhatsApp or email at bookings@mytravelthru.com 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
Or +44 748 888 0186

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 bookings@mytravelthru.com 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
Or +44 748 888 0186

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 via our WhatsApp group.

Call us at +1 415 855 3868
Or +44 748 888 0186

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 agreed.

If the customer does not show, please report Customer No Show by sending a request at email: npu@mytravelthru.com by naming one of the following topics: I have a question about a booking / Report a customer no-show .

Please always include the booking reference number.

Find more information here

Pick-up or Drop-off address is unclear

Send a request as soon as possible before picking up the customer via WhatsApp or email at bookings@mytravelthru.com by naming one of the following topics: I have a question about a booking / Missing drop-off location for a booking or Missing pick-up location for a booking

Call us at +1 415 855 3868
Or +44 748 888 0186

We will update the Drop-off location to the booking.

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.

Child seat extra cost is missing from booking

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 group or email at bookings@mytravelthru.com to add the extra cost on 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
Or +44 748 888 0186

Please let us know the extra cost and we will add it to the booking.

In case you CAN NOT fulﬁll the customer’s request for the child seats, please decline the booking selecting the appropriate reason on the portal.

Please DO NOT charge customers directly or take any cash from customers.

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

Send a request via WhatsApp Group or email at bookings@mytravelthru.com 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
Or +44 748 888 0186

We will add the fee to the booking.

I cannot ﬁnd the booking or cannot log in the SupplierApp/Driver App

Kindly contact your account manager or send requests through Whatsapp or email at bookings@mytravelthru.com by naming one of the following topics: I have a question about my account / I can’t see bookings in the App.

Call us at +1 415 855 3868
Or +44 748 888 0186

Find more information for using CBS Driver App here

Find more information for using Supplier Account here

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

Please contact the customer directly via WhatsApp or email at bookings@mytravelthru.com by naming one of the following topics: I have a question about the booking / Pick up location is in a no-driver zone or the road has been closed.

Kindly 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

Kindly do the same things as “Pick up location is in a no-driver zone or the road has been closed”

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

During The Journey

Customer arrived with more passengers/luggage than expected

Contact our Customer Service Team as soon as possible by phone:

Call us at +1 415 855 3868
Or +44 748 888 0186

Please DO NOT charge customers directly or take any cash from customers.

If the lines are too busy and you cannot get through, please advise the customer you cannot take them in the vehicle they have booked as it is too small and please report this as a customer no show via WhatsApp or email at bookings@mytravelthru.com by setting one of these topics: I have a question about a booking / Report a customer no-show

Customer requests an additional stop which increase the price of the booking

You should always check the comments against all rides before the journey.

If it happens at the time of pick-up, contact our Customer Success Team through WhatsApp Group or by phone:

Call us at +1 415 855 3868
Or +44 748 888 0186

Kindly let us know the extra cost. We will add it to your booking.

If you cannot get through to the phone line, you could either fulﬁll this request for free, or continue the journey with the planned stop.

Please DO NOT charge customers directly or take any cash from customers.

If you can wait a little longer for free to help the customer, please do so.

Waiting time has elapsed and Customer doesn’t show up

If you CAN NOT wait any longer or cannot wait for free and the full waiting time has elapsed, you can leave and report Customer No Show by sending proofs at email: npu@mytravelthru.com by naming one of the following topics: I have a question about a booking / Report a customer no-show.

Please always call/message the customer while waiting to try and ensure a successful pick up.

Please DO NOT forget to add the booking reference number.

We will not be able to cover any extra waiting time charges.

It is important to send us Driver Events to ensure any counter claims of Driver No Shows can be defended without the need for CS to get back in touch with you.

Find more information here

The Fight Is Delayed

Please accommodate delays as much as possible regardless of length of delay.

If a delay cannot be accommodated, please call our Customer Success Team immediately on:

Call us at +1 415 855 3868
Or +44 748 888 0186

Kindly explain to the CS Team. They will make a note of this on the booking and they will notify the customer that they will no longer be picked up and refund them.

Please note, as you will not be fulﬁlling the booking there will be no payment for this ride.

Please also make sure you DO NOT decline the booking to avoid the penalty.

Customers missed/changed their flight less than 24 hours in advance and requests transportation on a different day

Please advise customers to contact us immediately through WhatsApp Group or by phone:

Call us at +1 415 855 3868
Or +44 748 888 0186

Customer’s Fight has been diverted to a different airport at the time of pick-up

Report Customer No Show via email: npu@mytravelthru.com by naming one of the following topics: I have a question about a booking/Report a customer no-show.

Please always include the booking reference number:

Call us at +1 415 855 3868
Or +44 748 888 0186

You will be paid in full.

Find more information here

Post Journey

What evidence does MyTravelThru need to defend a complaint?

If you send us Driver Events, good news. We store these against the booking ID, therefore if a complaint is raised we will not need to get in touch with you to provide evidence. Driver events will be all we need.

If you DO NOT send Driver Events you will be contacted to ask to provide evidence to defend any customer complaints each time they are reported. You will be required to provide GPS logs of the driver assigned to the booking to show proof the driver was at the pick-up location when they were supposed to be.

GPS logs must show the date and time.

Screenshots of Google Maps without date and time are not valid.

We won’t be able to accept them.

If you are unable to provide GPS logs, please go to the article for other types of supporting documents.

Report Customer No Show via email: npu@mytravelthru.com by naming one of the following topics: I have a question about a booking / Report a customer no- show

Please always include your booking reference number.

Find more information for using CBS Driver App and updating Driver Events here

Find more information here

I have been mischarged for penalty

Send a request via WhatsApp or email bookings@mytravelthru.com by naming one of the following topics:

I have a question about my account / Dispute a recent penalty.

If CS Team conﬁrms the charge has been wrongly applied, they will reverse it and you will be paid in full.

If you think you have been unfairly penalized after CS conﬁrmation, you can ask to escalate it with your Account Manager:

Call us at +1 415 855 3868
Or +44 748 888 0186

PARTNER PORTAL HELP CENTRE