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.

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.

Customer arrived with more passengers/luggage than expected

Contact customer service as soon as possible by phone at +1 (415) 855-3868 — we will correct the rate on the booking, or (+84) 778 553 868

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 [email protected] 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 CS at +1 (415) 855-3868 and 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 CANNOT 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: [email protected] 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.

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.

Pick-up or Drop-off address is unclear

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

If a delay cannot be accommodated, please call CS immediately on +1 (415) 855-3868 and explain to the CS agent. 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 at [email protected] or contact CS at +1 (415) 855-3868.

Customer's flight has been diverted to a different airport

Report Customer No Show via email: [email protected] by naming one of the following topics:

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

Call us at +1 (415) 855-3868

What evidence does TravelThru 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 and 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.

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

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

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

If CS 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 the Account Manager.

Call us at +1 (415) 855-3868

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.

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.

Customer arrived with more passengers/luggage than expected

Contact customer service as soon as possible by phone at +1 (415) 855-3868 — we will correct the rate on the booking, or (+84) 778 553 868

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 [email protected] 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 CS at +1 (415) 855-3868 and 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 CANNOT 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: [email protected] 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.

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.

Pick-up or Drop-off address is unclear

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

If a delay cannot be accommodated, please call CS immediately on +1 (415) 855-3868 and explain to the CS agent. 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 at [email protected] or contact CS at +1 (415) 855-3868.

Customer's flight has been diverted to a different airport

Report Customer No Show via email: [email protected] by naming one of the following topics:

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

Call us at +1 (415) 855-3868

What evidence does TravelThru 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 and 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.

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

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

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

If CS 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 the Account Manager.

Call us at +1 (415) 855-3868

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.

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.

Customer arrived with more passengers/luggage than expected

Contact customer service as soon as possible by phone at +1 (415) 855-3868 — we will correct the rate on the booking, or (+84) 778 553 868

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 [email protected] 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 CS at +1 (415) 855-3868 and 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 CANNOT 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: [email protected] 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.

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.

Pick-up or Drop-off address is unclear

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

If a delay cannot be accommodated, please call CS immediately on +1 (415) 855-3868 and explain to the CS agent. 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 at [email protected] or contact CS at +1 (415) 855-3868.

Customer's flight has been diverted to a different airport

Report Customer No Show via email: [email protected] by naming one of the following topics:

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

Call us at +1 (415) 855-3868

What evidence does TravelThru 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 and 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.

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

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

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

If CS 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 the Account Manager.

Call us at +1 (415) 855-3868