From time to time, when bookings don’t go to plan, we might receive complaints from customers regarding your service.
We will pass these complaints on to you to investigate.
To ensure that all complaints are treated seriously, we require a reply to a complaint investigation within 48 hours of our email and any evidence provided to defend the complaint.
What evidence do I need to provide?
We always recommend providing evidence of communication between the driver and the customer. In addition -
- For issues with lateness or driver no show - Evidence that the driver was at the agreed pick up point. This is in the form of GPS tracking and photos confirming the location of the driver at the time of pick up. For airport bookings, parking tickets confirming the arrival and departure time of the driver.
- For issues with failed meet & greet at airports - Photographic evidence of the driver at the agreed pick up point.
- For other issues - any of the above which are relevant along with additional photographic evidence to defend the particular complaint.
What happens after I submit my evidence?
We will look at the evidence you have provided and determine if it sufficiently defends the complaint raised. We will let you know if we require further evidence.
What if I don't provide sufficient evidence or respond?
Failure to respond within this 48 hour window or not providing sufficient evidence may result in minicabit taking the customers side, so please return any information to us upon request as soon as possible so we can reach a quick and fair decision.