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Profile / Agreement for Transport Companies

2.8. Resolving Customer complaints.


   1. Response Supplier.  Supplier is obliged to consider and send a response to Customer’s complaint within 48 hours.
 In the case of the continuation to proceed of a claim and receiving requests for claims and /or Supplier responses the Supplier will obliged to provide to Intui all information about incident within 24 hours from Intui request is submitted to Supplier's e-mail.

  2. Evidence. 
        If the passenger didn't show up for boarding Supplier obliged to inform Intui fact "no show" to Intui within 24 hours from pickup time according at confirmed order

 AND

 - to collect and present that the Driver arrived for the Customer’s pickup on time the following evidences:

      A) Registration using GPS tracking: GPS tracking report must contain time stamps before the car arrived at the meeting point/pick-up location and 10 minutes after the end of pickup/vehicle boarding (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 because there is no passenger at the meeting point/pick-up location should be made no earlier than the last minute of the pickup/vehicle boarding time.
OR
       D)Prove the compliance with this SLA and amenities stated on the booking in case of ride refusal from the customer (e.g., lack of functional seat belts or child seats, vehicle downgrade).
OR
       E) Submit documented proof of customer consent if Provider waited based on an alternative pickup time or address (e.g., customer-arranged change).

          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 clime.

- 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 the clime.