Avbokningspolicy – Tydliga, flexibla villkor för kunder

Publish a single, proper cancellation policy that will apply to all customer accounts, with a clear date for updates. It should spell out when a reservation can be canceled, how refunds are calculated, and how customers receive a confirmation. Clear terms should be easily understood by the customer, and reduce post-booking questions.

Set fixed cancellation windows and note the exceptions. For example, a fully refundable option if canceled more than 24 hours before the booked date, a partial refund if canceled between 24 and 6 hours prior, and a non-refundable stance after that window. Ensure the terms are noted on all pages where customers make a booking, and that the date of the rule appears prominently, with refunds marked as confirmed when issued.

Address hourly services and down payments clearly. For hourly bookings, specify cancellation by the hour block and how credits or refunds are issued. If a down payment was made, indicate whether that amount is fully refundable or how much remains as a credit, so customers can plan accordingly.

In london, publish policy in plain language on mobile and desktop sites, and ensure the account used to book shows the same rules. When a customer attempts to cancel via mobile, send an immediate confirmation to the customer to avoid confusion. youve got to keep the wording consistent across channels.

Keep policy updates transparent: track the change date, note the update in your accounts and in confirmation emails. After a cancellation, verify the applicable terms and send the confirmation quickly. The policy should be easy to read and easy to apply, so that customers understand the result.

Define precise cancellation windows and tiered fees by notice period

Recommendation: Define a 14-day minimum notice for cancellations and implement tiered fees by notice period: 14+ days: 0% of the total; 7-13 days: 20%; 3-6 days: 50%; 0-2 days: 100%. For daily-rate bookings, refunds are calculated on a daily basis for the eligible portion, and the same structure also applies to cruise itineraries. Prior to the start date, provide customers with clear information about the costs so they can plan accordingly.

To ensure clarity, the information should be presented in the written agreement and on the provider’s platform. The supplier presents the cancellation windows in a straightforward way, and the agreement andor amendments must be accessible by the hirer and customers when youre reviewing terms. If the hirer acts on behalf of customers, the same terms apply where applicable; however, if a cancellation occurs for special circumstances, consider a one-time exception with written proof. The policy clearly covers cancellations and approved refunds.

Operational details: If the hirer is notified less than 7 days before the start, apply the 50% charge; if fewer than 2 days remain, the 100% charge applies. If the customer is unable to travel due to medical or other verified events, offer a credit for future use or a reschedule, and process refunds to the original payment method within 7-10 business days. The policy should be explicit about where refunds are issued and how long it takes to be notified, and include provisions for daily refunds or credits as appropriate, so customers perceive consistent and fair treatment.

Offer flexible rescheduling options and conditions for waivers or goodwill credits

Provide flexible rescheduling options within 60 days of the original booking date and offer goodwill credits up to the full base value when changes arise from factors within our control or approved extenuating circumstances.

• Eligibility and scope: These options apply to bookings made directly with us or via authorised partners. Changes caused by unauthorised actions are excluded. We publish these terms and ensure they align with luggage allowances and safety policies, including smoking restrictions where relevant.
• Rescheduling and exchange: Within 60 days of the original date, you can exchange into another date on the same booking reference. If the new date costs more, the difference is payable; if cheaper, the remaining value can be used as a credit. Exchange requires no change in the base itinerary, unless a partial upgrade is chosen. A levied admin fee may apply for changes outside the window.
• Fees and credits: No reschedule fee within the window. After the window, a fixed admin fee may be levied. For eligible disruptions, we offer a goodwill credit equal to the base booking value, valid for 12 months from issue and not redeemable for cash. The credit can be used against future quotes or offers.
• Waiver conditions: Waivers apply for issues we incur or approved extenuating circumstances. The customer must meet obligations: provide accurate information, inform us promptly, and cooperate with the exchange process. We evaluate these cases to balance against potential misuse against the same terms.
• Documentation and informed consent: Requests must go through the booking portal; you receive updated quotes and a password-protected link to confirm changes. Theres an audit trail for all actions, and you can review the history in the account.
• Special scenarios: If travel starts from Heathrow and long-haul connections are impacted, adjust the reschedule window accordingly. For luggage delays or security constraints, the same policy applies. In smoking-related delays, we offer the same goodwill approach when applicable.
• Limitations and liability: The total liability is limited to the base value of the booking. We are liable for service failures we incur; customers have obligations to avoid damage and to cover penalties incurred by their own actions. Unauthorised usage protections remain in force, and there are times when exceptions can be made with formal approval.

Establish a protocol for driver lateness at Key Exchange checkin: steps, timing, and accountability

Implement a three-step lateness protocol for Key Exchange checkin to manage driver lateness efficiently. This protocol follows published rules and keeps customers, chauffeurs, and staff aligned. The process usually runs with a clear path from confirmation to resolution, and it needs to be applied consistently to all bookings.

Steps and escalation

Step one: Notification and quick update. When a chauffeur realizes they will be late, they must contact the control desk via mychauffeur and provide a revised ETA. The desk records the update, notes the reason in the listings, and sends a confirmation to the customer. If the customer accepts the revised time, the trip proceeds under the updated schedule; if not, proceed to Step two. The driver is liable for delays caused by their actions, and the debitprimarycredit field should be updated to reflect the change where applicable. Waiting facilities and drinks should be offered to the customer as noted in the published service guidelines, ensuring suitable comfort while they await the return of the driver.

Step two: Escalation and alternatives. If ETA extends beyond five minutes, the desk activates a secondary option: reassign to another chauffeur, adjust the pickup location within facilities, or convert the booking into a cancellation with the appropriate cancellation policy applied. The customer can accept a new chauffeur or choose to cancel, which they may do with a full or partial refund as published above. In certain cases, the team may need to switch to a different listing, which ensures the customer still has access to suitable transport without disrupting flights or other connections. All actions are noted and linked to the confirmation and listings so they can be reviewed later.

Step three: Resolution and documentation. If a delay continues beyond ten minutes, the control desk finalizes the outcome and informs the customer of the chosen resolution: continued wait, rebooking, or cancellation with refunds where eligible. The driver’s accountability follows the rules and is documented in the customer’s record, including any adverse circumstances such as weather, road closures, or other disruptions. The process concludes with a clear record in mychauffeur and the listings, so they can return to the customer with certainty and traceability.

Timing, commitment, and measurable outcomes

Scheduled pickup time serves as the baseline. At T+5 minutes, lateness is noted and shared with the customer. At T+10 minutes, the team attempts direct contact and provides updated information within the confirmation. At T+15 minutes, the operation team decides on one of the following: proceed with a suitable rebooking, offer alternative transport, or initiate cancellations where appropriate. If the driver misses the new ETA or the customer declines the alternative, the system follows the cancellation rules and assigns a refund according to the published policy. Above all, every action aligns with three core aims: minimize disruption, protect customer experience, and maintain clear accountability for the chauffeur and the service. The outcome is documented in the confirmations, flights notes, and cancellations records so they are easily referenced by the customer and staff.

Refunds and credits: eligibility, timelines, and required documentation

Submit within 30 days of the original payment date to be eligible for refunds or credits. If you tried to resolve the issue with them first and the supplierthe account manager could not resolve it, contact support for a formal review. The review will determine eligibility, and payout timelines begin once approval is determined.

To support eligibility decisions, provide a carefully compiled package: last name and first name, booking reference, and original payment method; attach receipts, and evidence of damage to vehicles. Include any drivers or chauffeurs reports, and note the type of service used. If you have claims for damages andor service fees, describe what happened in detail and attach photos or invoices. For a single damage point, note its type. A well documented submission speeds the process and helps all parties meet obligations.

Processing timelines: Refunds are paid to the original payment method within 7-14 business days after approval; credits are issued within 5-10 business days. If hourly rates apply, the calculation reflects actual hours used. If damage involves a vehicle, the team determines who is responsible: drivers or chauffeurs, or the supplier. They assess whether damages occurred during the ride, during waiting time, or in the pickup area, and whether the customer bears any share of the fault, being careful to document each step. Over the course of review, the team keeps you informed.

Obligations and tips: youre asked to select the correct claim type (refund or credit) and provide complete information: last name, first name, booking ID, contact email, and the last four digits of the original payment method. Include well documented evidence: damages type, location, photos, and a clear narrative. If the supplierthe team requests additional documentation, supply it promptly. Payout can be partial or full depending on the assessment and evidence.

Communication, escalation, and recordkeeping: contact points, response times, and proof of events

Publish a single, clearly listed contact point to receive cancellation notices; this shall be the primary phone line or the portal inbox. Customers shall receive acknowledgment within the defined hours, and the company offers a straightforward escalation path if the first contact point is unavailable. For processed bookings with refunds, the card on file is credited per policy.

Contact points and response times

Contact points include phone, portal messaging, and email. The primary method is the phone line; when a cancellation is received, the agent shall confirm receipt and outline the next steps. Hours of operation are 09:00–18:00 local time; anytime outside those hours, messages are logged and escalated to a supervisor. For rentals, transport, and facilities services, communications list the booking reference and needs of the customers.

Response times are: during hours, confirm within 1 hour; outside hours, confirm within 4 hours. The team shall advise whether a cancellation affects good rentals, and whether any refunds or credits are offered. If the customer is unable to reach the main line, the alternative method provides a fallback. Listings are updated promptly to reflect any changes, and security considerations remain in place throughout the process.

Bevis på händelser och journalföring

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