Hello, future Partners!

Introduction

Covering 150+ countries and 500+ airports is no small feat, and it's great to see that TravelThru can offer its services to customers in many locations worldwide. A convenient online booking system adds to the overall customer experience and allows travelers to plan and book their transportation needs easily. With such a wide coverage area and a user-friendly website, it's no wonder that TravelThru is gaining a leading position in the airport transfer service industry. TravelThru is the complete solution for airport transfer & ground transportation globally. We integrate trusted local transport providers to travelers and also to our partners and clients via API, Webhook & latest technologies.

Business lines

Airport transfers and taxi service.
Dispatch system for transport providers.
TravelThru is an official member of NLA -National Limousine Association

Our Core Values

Empowerment
Quality
Innovation
Passion
Diversity
Sustainability

1. What we do?
Our commitment transcends mere transportation, aiming to create an unforgettable experience marked by reliability, attention to detail, and comfort. Your journey with us promises unmatched excellence, ensuring every moment is extraordinary.
- Airport transfer
- A to B Ride
- Chauffer Service
- Hourly Rental Service with Driver
2. Our website and App
Go to ourtravelthru.com website to see more about us.
Go to ourapp.travelthru.com to login to our supplier accounts/driver accounts.
Go to our CBS Driver AppIOS orAndroid to receive bookings and update driver events.

Onboarding Procedure

To become active on the web platform and start accepting ride requests, it is essential to complete the joining process. This entails viewing all training materials and achieving a minimum score of 90% on a 20-question quiz.

Be a Professional Driver!

Always present yourself professionally, ensuring you're neatly groomed, dressed in proper attire (including closed-toe shoes, long trousers, and a collared or polo shirt), and maintaining an impeccable appearance at all times.
Be friendly, accommodating and discreet at any time.
Assist the passenger by opening and closing the door, as well as loading and unloading luggage, if necessary.
Do not smoke inside the vehicle.
Only accept calls via a hands-free speakerphone while driving, and avoid making or receiving private calls while passengers are present.
Be prepared to work at any given time during your shift.
Play music only if requested by the passenger and refrain from listening to music otherwise.
Ensure the vehicle is spotless, comfortable, and meets the particular ride specifications. The service must adhere to the client's requirements at all times, regardless of whether a different vehicle can accommodate the requested number of passengers and luggage.
If the passenger requests any changes within 24 hours, such as alterations to the destination, additional stops, or extended waiting periods, please ensure to reach out to the TravelThru Customer Service Team.

1. Pre-Journey
Receiving booking from TravelThru via app.travelthru.com (Supplier Account) and CBS Driver App IOS or Android (Driver Account)
- Login the app and accepting jobs: Prior to accepting a ride, it's essential to confirm details such as the date, time, location, flight number, and the type of vehicle requested.
- GPS Usage: Remember to always keep your GPS activated when using the online platform. We'll only track your location while you're on a ride.
- Contact customers before the trip: Upon accepting a ride, you must reach out to the passenger via SMS or Whatsapp with a message similar to the one provided below:
  - Aiport pick up:
    “ Greetings from TravelThru, we hope you're looking forward to your trip to [Airport Code] tomorrow! We are excited to confirm your airport transfer and provide you with the necessary pick-up instructions. You will be traveling with [Your Company Name], and our meeting point will be [Meeting Point Address]. Look out for the TravelThru sign! Your booking number is [Booking Number], and your scheduled pick-up time is at [Scheduled Time] on [Scheduled Date]. Your pick-up location is [Pick-Up Location]. Please confirm these details with us to ensure a smooth and pleasant experience. Should you have any questions or need assistance, please feel free to contact us at [Your Hotline Number] or +84778553868 for 24/7 support. We truly appreciate your decision to travel with TravelThru, and we want to ensure you have a comfortable and enjoyable journey. We wish you a pleasant flight tomorrow!
    Best regards,
    TRAVELTHRU "
  - Non-airport pick up and any other service:
    “Hello, I'm XXX from TravelThru. I'm reaching out regarding your booking (XXXX). Your pick-up is scheduled for [Scheduled Time] on [Scheduled Date]. We'll be at XXXX to pick you up. To ensure a seamless experience, please confirm these details with me. Feel free to contact me if you have any questions. Thank you for choosing TravelThru—looking forward to seeing you soon!"
Track a flight: How to Track a Flight?
- Locate the flight number in your booking details on the web platform.
- Visit the Play Store or the App Store and download theFlightradar24 app.
- Opt for the free version of the app, which enables you to search for and monitor the flight status continuously.
- Enter the flight number in the search field.
- Ensure you select the correct day for the flight.
- Monitor the real-time arrival, which provides the schedule, actual departure time, and local landing time.
- Enter the flight number into Google to access the departure schedule and actual departure and landing times in local time.
2. During the Journey
Note:
- Ensure you are logged into the TravelThru Driver App at least one hour prior to the scheduled pick-up time.
- Arrive at the pick-up location at least five minutes ahead of the pick-up time.
- Display a TravelThru sign during all pick-ups.
When arriving at the pick-up location, inform the passenger by following these steps:
- Click the ‘I am heading to the pickup address” button on CBS Driver app when Driver started the job and is on their way to the pickup location, which automatically sends an SMS to the passenger.
- Click the “I arrived at the pickup address” button when Driver has arrived at the pickup location and is ready to meet the customer.
- Click the “Passenger on board” button when Driver has collected the customer and is on their way to the drop-off location.
- Click the “I dropped the passenger” button when Driver has completed the ride and has dropped off the customer.
- Click the “Passenger no-show” button when Driver has waited the allotted waiting time, has made reasonable attempt to contact the customer per our commercial agreement.
- Call the provided phone number, whether it is a landline or mobile number.
- If necessary, knock at the door or ring the doorbell.
- Inform the reception that the transportation service provider hired by the passenger has arrived.
Some Complaints that you may have during the Journey:
- Customer Arrived With More Passengers/Luggage Than Expected
  - Take some pictures for proofs and Contact our Customer Service Team as soon as possible by phone:
  - PleaseDO NOT charge customers directly or take any cash from customers.
- Customer Requests An Additional Stop Which Increase The Price Of The Booking
  - You should always check the comments against all rides before the journey (Special requirement on Booking). 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
  - PleaseDO NOT charge customers directly or take any cash from customers.
- 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: [email protected] by naming one of the following topic: Customer No-show Booking ID:XXXXXXX.
    - Save 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, and timestamped photographs.
    - Screenshots of Google Maps are not valid and we won't be able to accept them.
    - Other beneficial proofs: include meet and Greet signs, a Timestamp of the provided child seat, photos of luggage and number of passengers if applicable, photos of cars used, etc).
    - Submit the customer no-show report, with the proof attached, via email at [email protected]
    - 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.
    - 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 not be charged.
- 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: [email protected] by naming one of the following Customer No-show Booking ID:XXXXXXX. Please always include the booking reference number.
3. Post-Journey
Once you arrive at the destination, double-check with the passenger that everything is in order.
- All fees have been included in the fare, so there's no need to accept or request tips.
- Always say goodbye to the customer wishing he is satisfied with the services given.
- Before departing the drop-off location, carefully inspect the vehicle to ensure the passenger has taken all of their belongings with them.
Some Complaints that you may have after finishing Journey
- What Evidence Does TravelThru Need To Defend A Complaint?
I Have Been Mischarged For Penalty:
- Send a request via WhatsApp or email [email protected] by naming one of the following topic: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