If you think that customer complaints emails from our Customer Service are not reaching you, please follow the below guidelines in order to make investigation in the most efficient way.
- The first step is to verify your Incident Email Address.
As per processed agreed, we will only send new customer complaints emails to your agreed incident email address.
If you need to verify or change your address, please read here
- Once verified that the email address is the same where you are expecting the complaints emails, please ask your technical/security team if they can verify if any email sent from (taxi.support at booking.com) was blocked by your spam or phishing filters.
If you use Gmail, to view emails caught by Gmail's spam or phishing filters, go to your Gmail account, click on the "Spam" folder (which might be hidden under "More" if not visible)
If after this investigation you still believe the complaints emails were not delivered to you, please contact your Account Manager with:
- 3 recent incident booking ID
We will then collect proofs of delivery (mta logs) from our ticketing provider
All the above checks should help to identify the cause of the issue and solve it.
As best practice, we also strongly recommend to always check booking IDs that are flagged as incidents.
If you see the booking listed, but you did not receive a ticket after 1 or 2 days, please proactively contact your Account Manager and initiate the checks listed in this article.
For Portal users, you can verify active incidents bookings in the Parter’s Portal under “ Reports”
Reports>Rides filtering by incidents reported.