What evidence does TravelThru need to defend a complaint?

If a customer makes a complaint about your service, we’ll check our driver’s app usage for the booking, as this provides us with their GPS logs and your proofs which was sent to us after the incident. If you’re unable to provide the logs - or these do not match with the booked journey - a penalty may be applied.

Other types of proof in case we don’t have your driver's events logs: 

• Proof the customer was phoned and texted 24 hours in advance(E.g. screenshot of the phone call and text message)
• Proof that the driver was on time and waited the correct amount of time, for example: parking tickets, GPS logs, timestamped photographs. 
• If using a parking ticket, we recommend ensuring that it includes: the time entering and leaving the car park, the date and the location. Without this information, we can't guarantee we'll be able to defend the complaint.
• Screenshots of Google Maps without date and time are not valid and we won't be able to accept them.

If you follow and do driver events at our app, defending a complaint should be easier and faster, as we already have GPS with time and day, you just need to send call and text history to complete the case.

Please click to the link for more details at https://travelthru.com/instructions/guidelines-noshow-proofs