1. Every exemption in cases of transfer service failure or improper service will be applied, and penalties will not be incurred solely if the supplier provides sufficient proof and submits it on time. The terms are specified below.
2. If the passenger didn't show up for boarding, the Supplier is obliged to inform Intui of the fact of "no show" to Intui within 24 hours from pickup time, according to the confirmed order
And must provide evidence described in p.3 below
3. Evidence that the Driver Arrived for the Customer’s pickup On Time
A) Registration using GPS tracking: GPS tracking report must contain time stamps showing that the car arrived at the meeting point/pickup location on time and remained there for up to 10 minutes after the scheduled pickup window (Mandatory) and
B) The Driver’s photo at the meeting point in the background of objects that can be identified with the meeting place, such as a sign with the name and / or address of the hotel / building; board of arrivals of flights with the indicated flight on which the Customer arrives. Photo from the meeting point/pick-up location must be taken no earlier than the last minute of the pickup/vehicle boarding time. or
C) Contact history between the Driver and the Customer between the scheduled meeting time and the Driver’s departure time from the meeting point specified in the Order.
A phone call to the client informing that the Driver is leaving the meeting point/pick-up location due to the Customer’s absence at the meeting point/pick-up location should be made no earlier than the last minute of the pickup/vehicle boarding time.
4. Evidence of the Flight Delay for the order's Airport pick-up.
The screen of the flight tracking tool or the airport display with clearly readable signs showing the flight number, delay time, and boarding time.
5. Evidence that the address/address of the passenger's pick-up / drop-off place(-es) is(are) located is located in an area Close to the Passage of any transport on the date of the Order.
A screenshot and a link to an official source confirming the road closure or restricted access to the address.
6. Evidence that the Service, Vehicle, Amenities, and other things of the service correspond to the terms and conditions of the order and SLA
- Submit proof of Meet and Greet provided (if applicable).
- Prove the compliance with this SLA and the amenities stated on the order in case of ride refusal from the customer (e.g., lack of functional seat belts or child seats, vehicle downgrade).
- Submit documented proof of customer consent if the Supplier waited due to an alternative pickup time or address (e.g., customer-arranged change).
7. Response Supplier. The Supplier is obliged to consider and send a response to the Customer’s complaint within 48 hours.
In the case of the ongoing handling of a claim and receiving related requests and /or Supplier responses the Supplier is obliged to provide to Intui all information about the incident within 24 hours from the time Intui submits the request via email to the Supplier
Responsibility of the Supplier.
- If the Supplier does not provide evidence, such situations are recognized as “Transfer is failed” or performing an improper Transfer Service, and the Supplier pays a penalty according to the case of the issue.
- If the Supplier does not respond on time, such situations are recognized as “Transfer is failed” or performing an improper Transfer Service, and the Supplier pays a penalty according to the case of issue.
We use cookies to give you a better experience on Intui.travel. By continuing to use our site, you are agreeing to the use of cookies as set in our Privacy Policy.
