As part of our contract, we have a service-level agreement (SLA) which defines our expectations for the service provided to travellers and the potential restrictions and charges applied if these are not achieved. The restrictions can be implemented by the Commercial Team in line with clause 20.7 of our general Ts & Cs, whilst the charges are applied following investigations by our Customer Service team where evidence from both travellers and partners are taken into consideration following a traveller raising an incident.
If a traveller reports an incident regarding their experience with the partner, our Customer Service team will open an investigation to determine what exactly has happened. Once this investigation is opened, this will be included on the partner’s Incident Rate which is visible on the portal. The partner will then have 7 days to defend the incident. If the incident is successfully defended by the partner, the incident will be removed from the partner’s Incident Rate.
The quality expectations we expect from our partners are displayed below.
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Quality Expectations (based on a review of the last 2 weeks) |
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| Incident Rate | Average Review Score | Declined Rides | Driver Events |
| 1.5% or below | 4.60 or above | 1% or below | 90% or above |
If any of the partner’s performance metrics, based on the last 2 weeks’ date range, are not in line with these expectations, as per clause 20.7 of our general Ts & Cs, Booking.com has the right to immediately suspend or exclude the Partner from receiving new bookings. This will then be reviewed on a weekly basis by the Commercial Team. If the partner’s quality improves, and is in line with our expectations listed in the table above, any restrictions will be removed allowing the partner to be open to receive new bookings again.
We want our partners to grow as a business with us. So as long as the partner is achieving these quality results consistently, they will be fully open to receive new bookings. However, please note, if quality results fall outside of these expectations, the partner’s booking volume may be reduced and/or may be suspended from receiving new bookings until the partner falls in line with the expectations set.
Metrics definitions
| Metric | Definition |
| Completed rides |
Number of pick-ups completed.
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| Declined rides |
Number of rides declined by the partner, as a percentage of the overall rides assigned.
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| Incident rate | Number of incidents received as a percentage of the overall rides completed. The most common incident reported is for a Driver No Show. Incidents that have been resolved by our Customer Service team in the partner’s favour are not included in this metric. More detail on tracking this metric can be found in this article. |
| Driver assigned | % pick ups completed which had driver details (name, phone number etc) assigned. |
| Driver events logged | % pick ups completed which had Driver Events (Driver departed to pickup.; driver arrived at pickup; driver departed to drop off etc) information logged. |
| Accuracy |
Accuracy of driver events logged. We look at the timing of events, as well as latitude & longitude coordinates to determine the accuracy of the Driver Events. Events logged will be deemed inaccurate if more than 1 event is sent at the same time.
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| Reviews received |
Number of post ride reviews we’ve received for the partner from travellers. This survey is sent to the traveller via email 6 hours after the scheduled pickup time.
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| Average review score | The average score of the overall rating question from the post-ride survey. This is calculated as the total of the scores, divided by the number of reviews received. |