If the customer does not arrive after the waiting time has elapsed, please follow these necessary steps before leaving the pickup location:
If the Driver is unable to wait:
- Drivers should keep records of their contact attempts with the customer (e.g., call and message logs) and on-time arrival and waiting period (e.g., GPS logs).
- The "Customer No Show" must then be reported via the Driver app or the Portal/Help Centre by selecting "I have a question about a booking - Report a customer no-show".
For details on the evidence considered, including situations where additional evidence may be taken into account, please refer to the article How does Booking.com investigate a customer complaint?
We'll handle everything else. Should a customer report a problem, we'll have all the information needed to assist them, ensuring you don’t incur any cost recovery.
If the Driver can wait:
If the customer has advised that they’re close to the pickup location, but the 45 minute wait time has expired, as an exception, please call our Customer Service team who will advise on the best course of action. Please note, we do not want the customer being asked for additional money by the driver, therefore in the case an additional charge for additional waiting time will be needed, please report it to our Customer Service team at the time of pick up. They will attempt to contact the customer to verify their exact location and add your additional waiting charge to the booking, or if unable to reach the customer the driver will be advised to leave and keep the evidence.