If you believe your complaint hasn't been resolved fairly and needs further review, you can escalate your case to our Escalation Team within Customer Service. Below is a step-by-step guide on how to do so.
Steps to Escalate Your Case
- Respond Within 7 Days
To escalate your case, please reply directly to the notification email about the outcome of the dispute within 7 days. This time frame ensures that our Escalation team can promptly review and address your concerns. If they do not receive your response within this period, your case may be closed. - Provide Necessary Evidence
Our Escalation Team will thoroughly review the evidence you provided in the initial investigation. To help us address the complaint and reach a fair resolution, it’s important that all relevant evidence is included in your original submission. This may include receipts, communication logs, or any other supporting documents. If you believe you've already provided enough evidence, simply reply to the ticket within the 7-day window, and our team will proceed with the investigation based on the information you’ve submitted.
Please do not contact our Commercial Team regarding this matter. They are not equipped to investigate individual rides or specific complaints, and doing so may delay the resolution of your case. To ensure your complaint is handled efficiently, communicate directly through the ticket and our Customer Service team.
Once you have responded with the necessary evidence, our Escalation Team will take over the investigation. They will review all the details and work towards a resolution that is fair and just. You will be kept informed throughout the process, and our team will come back to you within 72 hours.