How do I action customer complaints?
From time to time, when bookings don’t go to plan, we might receive complaints from customers regarding your service.
How will I know?
We will pass these complaints on to you to investigate.
To ensure that all complaints are treated seriously, we will specify in the email the time you have to reply to a complaint investigation along with any evidence provided to defend the complaint.
What evidence do I need to provide?
GPS tracking is required either via your dispatch system or the minicabit driver view.
- For all issues - Evidence of communication between the driver and the customer.
- For all issues - Evidence that the driver arrived to the pickup point on time.
- For 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 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 the reply window or not providing sufficient evidence may result in minicabit taking the customers side and fines will be applied automatically, so please return any information to us upon request as soon as possible so we can reach a quick and fair decision.
In addition, if you are Airport or VIP (Top Tier) approved, your status may be removed.