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Profile / Agreement for Transport Companies

2.7. Quality of transfer service. Performing an improper Transfer Service.


The Transfer service shall be provided by the Supplier as below:
        a) conditions of such bookings, which are specified in the information delivered by Intui to Suppliers, as well as in the Supplier's account and the voucher
       b)  the requirements, set up by the legislation at its location and/or place of activity performance;

       Responsibility of the Supplier. 

     A.1. Customer refused to use the Transfer services.

     A.2.  Failure to complete the route (failure to bring the client to the destination point stated in the voucher) and a customer was late for the flight or the train, or the customer should have used an alternative transfer due to the failure to complete the route.

Such cases are recognized as “Transfer service has failed”. 

The Supplier's Responsibilities and Exceptions according to the p.p. 2.5. this SLA     

     B.  Customer uses the Transfer services.

B1.      Driver's late arrival.
   - Wait time exceeds 15 minutes.  The Supplier pays a penalty for up to 20% of the Cost of such an order. 
   - Wait time exceeds 30 minutes.  The Supplier pays a penalty for up to 35% of the Cost of such an order.

B2.      The vehicle provided was of the lower class the Supplier : 
   - refund for the difference between the Cost of the Order and the Cost of Transfer Services actually rendered
   - and indemnify the difference (pay a penalty) for up to 20% of such difference.

B3.      The presence of unauthorized persons in the car. Or shared provided was instead of private transfer. 
 The Supplier : 
  - refund for the difference between the Cost of the Order and the Cost of Transfer Services actually rendered
  - and indemnify the difference (pay a penalty) for up to 20% of such difference.
  - or pays a penalty of up to 25% of the Cost of such an order, no less than 10 EUR

B4.      The Customer has a dissatisfaction for the Transfer service such as:

a) Driver abuse, phone harassment of customers / dangerous driving / physical conflict / driver's bad attitude/ personal stops (for gas, food etc.) / distracting behavior during the ride (as personal phone calls).
The Supplier pays a penalty of up to 20% of the Cost of such an order, no less than 5 EUR.

b) Driver guides customer to buy things / sales promotion. The Supplier shall indemnify fees charged, no less than 5 EUR.

c) Driver's extra charge/mandatory self-payment (including but not limited to, self-paid items, tips, special group surcharges (special age, occupation, place of origin). The Supplier shall indemnify fees charged and penalty for 100% the such fees, no less than 5 EUR.

d) The poor condition of the vehicle (dirty outside and / or interior); any other non-compliance with the Order. The amount of compensation to be determined on a case-by-case basis, no less than 5 EUR.

e) The additional paid option was not provided the Suppliers refund for the difference in the cost of an paid option and indemnify (pay a penalty) for 50% of Cost of such an Option, no less than 5 EUR.

f) The additional free option (e.g. Wi-Fi, water, child seat, etc.) was not provided the Suppliers indemnify (pay a penalty) for 5 EUR for each option.

g) Failure to complete the route/ drop-off at the incorrect airport terminal. 

The Supplier pays a penalty of up to 25% of the Cost of such an order, no less than 10 EUR.

Note. If a customer was late for the flight or the train, or the customer should have used an alternative transfer due to the failure to complete the route this case is determined in the p.p.A.2. of the p.2.7.


h) The supplier is not available via the specified communication channels.

The Supplier pays a penalty of up to 25% of the Cost of such an order, no less than 10 EUR

i) Business Class и Luxury Class Luggage assistance not provided or driver in not formal attire.

The Supplier pays a penalty of up to 10% of the Cost of such an order, no less than 10 EUR.