Description | Definition |
---|---|
Waiting policy * |
The rules that apply between pick-up time and the passenger actual boarding time. |
Pick-up policy |
The rules that apply between transport arrival time and requested pick-up time. |
Cancellation policy |
The rules which apply to cancellations. It can include time to apply, driver status, fees, service class. |
Complaint handling policy |
Policies on complaint acknowledgment and response times. |
Payment policy |
The rules describing the accepted forms of payment and the time when payment itself is authorized and/or executed. |
Change booking policy |
The policy that applies to modification rules. Rules can include pick-up time to apply, driver status, fees, service class. In this context a modification is a change which is not a under the cancellation policy. |
Meeting point policy |
Rules on communication channels used for instructions and on how/where the traveler meets the driver. |
Luggage policy |
The rules on accepted luggage size and number of luggage (combined), and which applicable fees. |
Privacy policy |
Describes how the Transfers company handles protected data. |
Detour policy |
The rules on how the Transfers company handles material changes to the original quoted/booked journey. Namely, which service is affected and if any fees apply. |
Service guarantee policy |
The rules on service delivery fulfillment and compensation. |
Duty of care policy |
Describes if the Transfers company uses registered, licensed and insured vehicles and/or drivers. |
* Waiting policy vs Flight tracking/Pick-up policy
Waiting policy refers to waiting time starting with the pick-up time itself while the Flight tracking will be related to the time between the arrival of the flight/transport and the pick-up itself with the purpose to track a possible delay.
For full details and to download this page refer to Annex F of the new ACRISS Code of Conduct
Other sections:
- Transfers VDSI
- Transfers Definitions
- Transfers Service Categories and Standards
- Transfers Policies
- Transfers Optional Extras
- Transfers Selling Guide
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