Accepting and declining requests

If your listing uses Request to book, each new booking arrives on Home under Requests. Nothing is confirmed until you accept.

Review a request

1. Open Home, tap Requests and tap the request.
2. Check the trip: date, time, duration, pickup, passengers and extras.
3. Check the guest, with their ID status and their record with other operators. Message them if you need to clarify anything.
4. Check Your payout if you accept.

Before accepting, ask yourself:

• Is the vehicle, vessel or aircraft available and compliant on that date?
• Do I have a verified chauffeur, captain or crew free to deliver it?
• For vessels, does the trip fit inside daylight hours?
• For aircraft, is the route within my operations specifications?

Accept

Tap Accept. The booking moves to Upcoming and the guest is told straight away. Then assign your chauffeur or crew. See Assigning a chauffeur or crew.

Decline

Tap Decline and say why. The guest is refunded in full straight away. If you choose that the car, boat or aircraft isn't free, the app also blocks that time on your calendar. Decline only when you have a genuine reason, such as no availability or a safety concern. Never decline or accept based on a guest's ethnicity, religion, gender, disability or any other protected characteristic. If a guest asks for a male or female chauffeur, you may accommodate it if you can, but never penalise a chauffeur who isn't chosen.

Reply promptly

Guests are waiting to plan. You have 12 hours from the request, or until 2 hours before the start if that is sooner. Each request shows the time left. A request not answered in time lapses, the guest is refunded in full, and it counts towards your response rate. Your response record forms part of the Charter Elite standards. Request alerts are always on, so allow notifications on your phone.

If you often decline, consider tightening your availability or booking duration limits.