Guest no shows

Sometimes a guest does not arrive at the pickup point, jetty or terminal. Handle it calmly, record it clearly and let the app do the rest.

Before you call it a no show

1. Make sure your chauffeur, captain or crew is at the exact pickup location and marked as arrived.
2. Message the guest in the app. Let them know you have arrived.
3. Message them again after a reasonable wait.
4. If the guest's flight is delayed, see Flight delays and waiting time.

Recording a no show

1. Stay at the pickup point for 60 minutes after the booked start. For an airport pickup, it is 60 minutes after landing. The booking shows the time you can report from.
2. Keep all contact in the conversation. The wait and your crew's location are on the record.
3. If the guest still does not arrive, open the booking, tap the help icon, then The guest isn't here, then Report a no-show. Your crew can also record it.
4. Never let the trip be recorded as started when it is not taking place.

What happens next

The trip closes. It counts as the guest's late cancellation, so the guest is not refunded and you receive your payout at the usual time. See How payouts work. The guest can still report a problem, and an open case holds the payout until it is decided.

A genuine guest no show does not count as an operator cancellation.

Things to avoid

• Leaving without messaging the guest.
• Charging the guest directly or asking for cash.
• Giving the trip to someone else who turns up.

Boats and daylight

If a late guest means a boat trip would run past daylight, the trip is shortened or does not go ahead. Safety rules come first. See Weather and safety cancellations.

Questions? See Contacting operator support.