It is important to make sure you submit the correct evidence in order to successfully defend any disputes that may arise and to prevent any Cost Recoveries applied, such as for Driver No-Shows, Driver Delay etc.
It is essential that your driver has phone GPS active and clicks the Booking.com Driver App buttons at the right time in the expected right location in order for our Customer Service to consider the information sent as a verified proof.
How can your driver verify if GPS is active?
Your driver will need 'Location Services' active on the mobile phone. To verify ask them to check:
- iOS-iPhones (Settings > Privacy > Location Services > Move the Location Services slider to the right > on/green, for extra guidance Guide 1 and Guide 2 )
- Android phones (Settings > Location >Move the slider to the right > On)
The Booking.com Driver App records both GPS logs and a timestamp every time that your driver clicks on the following buttons:
| Driver App Button | Driver Event | Where and when driver should click the button | How are they used by us and why are they important for customers |
| 1- Start this ride | Driver departed for pickup location |
Where: From driver car. Not in motion.
When: Just before driver starts the vehicle and sets off to the pickup location. |
B.com Agents: We are told when driver was on the way to the pickup location. We have confirmation that driver was going to the pickup location. Customers: It reassures the customer that the driver will arrive soon to pick them up, especially for non airport pickups where anxiety is high due to risk of missing a flight. |
| 2- I am at the meeting point | Driver arrived at pick-up location |
Where: At the agreed pickup location. Meeting point for airports, address for non airport pickups.
When: as soon as arrived at the meeting point. It should not be clicked before or after waiting time has expired. |
B.com Agents: We store the GPS logs and time log of this event to understand if the driver was at agreed pickup location and on time. This event is used to defend you from complaints of delays. Together with reporting a Customer No Show event, it will help to defend driver no shows reported from customers. Customers: They will know that the driver is at the meeting point and waiting for them to arrive. |
| 3-Passenger Found (or Passenger no Show) | Driver Departed for dropoff location (or Driver submitted a Customer No show) |
Where: At the agreed pickup location. Meeting point for airports, hotel entrance, private address for non airport pickups.
When: For passenger found button after meeting the customer. For customer no show - the driver should click this after the agreed waiting time has expired and all attempts to contact the customer have been made. Read this guide for the best way to report a Customer No Show. |
B.com Agents: Passenger found will tell us if the customer was picked up. Customer no show event reported correctly will help understand if the driver was at agreed place, respected the waiting time (time between clicking I am at the meeting point and Passenger no show) and tried to contact the customer. Customers: They will be reassured. After finding the driver they will expect a polite professional that will help with the luggage. |
| 4-Confirm Drop Off | Driver arrived at drop-off location |
Where: At the agreed drop off location, hotel address or airport.
When: as soon as the customer has been safely dropped off to the hotel or airport and ride could be considered completed.
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B.com Agents: We store the GPS logs and time log of this event to understand if the driver dropped off the customer at the agreed location. This event is very important as proof to defend from potential complaints where a customer may report the ride was not performed. Customers: They will be happy to have arrived at their hotel or at the airport. They will expect the driver to help them getting the luggage from the car boot. A polite and helpful driver will always get high scores from customers
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After the ride enters Complete status you can verify on the Booking.com Portal if your driver has correctly used the Driver App: Reports > Rides
Driver tracking events are the events generated by clicking the App buttons ( if you are an API integrated supplier with your own app, you can see the events here as well).
No driver tracking events=High probability that your driver did not use any App.
By checking the timestamps and the GPS locations, you can verify for yourself if the driver was in the right place, at the right time to complete the journey.