Your driver can directly report a Customer No Show using the Booking.com Driver App.
It is essential that your driver has phone GPS active and presses the app button at the right time in order for our Customer Service to consider the information sent as a proof.
These below are the four steps to report a Customer No Show using our APP:
1) Driver clicks "I am at the meeting point" button as soon as they have arrived at the pickup point
Timing of this click is important. Our customer service will know when the driver started waiting for the customer.
When the driver clicks "I am at the meeting point" the app will move to the following screen. Next action is to report that passenger is found or passenger/customer no show.
2) Before pressing the passenger no show button, the driver needs to call the customer and screenshot all call logs
Driver should also take photos of the terminal/pickup location and keep any parking ticket. These proofs are helpful in case of complaints but do not need to be attached via App.
The call logs screenshot needs to be taken before pressing "passenger no show" or the Booking.com Driver App may not allow them to upload the image anymore.
3) Driver clicks the red passenger no show button
Please explain well to the driver that this button should only be pressed after:
- Agreed minimum Waiting time has expired - 45 minutes for airport pick ups, 15 minutes for Non-Airport (also including any Buffer Time / Off Set agreed with Booking.com Commercial Team)
- All attempts to call the customer have been made and screenshots of the calls have been saved on the drivers phone.
4) Driver confirms all 3 ticks, attaches one screenshot of call logs and finally clicks 'submit no show'
After clicking "passenger no show" button the driver sees the below page.
All three green ticks are required.
It is essential that the driver uploads the image of the call logs. Clicking submit without the screenshot will not provide us enough proof that all attempts were made to reach the customer and further contact from our customer service may follow if a dispute is raised by customer.
Please note: in the Booking.com Driver App it is not compulsory to add an image in order to Submit the Customer No-Show. However it is Strongly Recommended all relevant evidence is submitted at this point.
If all the above 4 steps are followed correctly by your driver in this order, we should have enough proof to defend you in any Customer complaint without further investigation being needed and saving you time. This is a big benefit of using the Booking.com Driver App.
You can also report a customer no show using our ticketing system, following this guide.