Marcel application
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 › About us › What happens if a customer doesn’t show up? (no show)


What happens if a customer doesn’t show up? (no show)

General rule:

  • You are required to wait at least ten minutes (five minutes free of charge + 5 paid minutes) after the scheduled departure time of your journey (for more information, see the “waiting fees” FAQ).
  • After this 10-minute period, you must call the dispatch service and follow their instructions before declaring the customer absent (no show) on the journey (number available on your application in the “contact us” menu).
  • If the dispatch service is unavailable and you have exceeded the 10-minute waiting period, we will have a record of your call and you can declare the customer absent.
  • In the event of a Customer No-Show, you will receive:
    • Immediate bookings: 12€ gross for the Berline range, 20€ gross for the Business range and 20€ gross for the Van range.
    • Advance bookings: full price of the journey, up to a maximum of: 35€ gross for the Berline range, 65€ gross for the Business range and 65€ gross for the Van range.

 

Specific rule for airports:

  • You are required to wait at least 25 minutes after the scheduled departure time of your journey (20 minutes free of charge + 5 paid minutes) (for more information, see the “waiting fees” FAQ).
  • After this 25-minute period, you must call the dispatch service and follow their instructions before declaring the customer absent (number available on your application in the “contact us” menu).
  • If the dispatch service is unavailable and you have exceeded the 20-minute waiting period, we will have a record of your call and you can declare the customer absent.
  • In the event of a Customer No-Show at an airport, you will receive:
    • Immediate bookings: 12€ gross for the Berline range, 20€ gross for the Business range and 20€ gross for the Van range.
    • Advance bookings: full price of the journey, up to a maximum of: 35€ gross for the Berline range, 65€ gross for the Business range and 65€ gross for the Van range.

 

PLEASE NOTE: If you cancel a ride or leave without calling dispatch, you will be subject to a penalty.

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