The passenger didn't show up. How can I report a No-show

Reporting a No-Show: A Step-by-Step Guide

If a passenger isn’t found during a scheduled pick-up, follow these steps to report the issue promptly:

1. Report Immediately

• Contact Mozio’s Customer Support Team immediately via phone if the passenger isn’t present.
• If you can’t report the no-show immediately, you have up to 72 hours to email us at [e-mail]. Include proof such as:
  • Call logs or messages (SMS/WhatsApp) with timestamps.
  • GPS screenshots showing your location.
  • Photos from the meeting point.

2. Reporting from the Tracking App

• Use our tracking app to report no-shows quickly and efficiently.

3. Transfer Completed but NPU Claim Received?

• If the trip was successfully completed but you receive a "No Pick-Up" (NPU) claim, email [e-mail] and cc [e-mail].
• Always include the booking number (e.g., MOZ123456) and any proof showing the transfer was completed.

Important Notes About No-Pick-Ups (NPUs)

• What Happens in NPU Cases?

  • Passengers receive a refund.
  • You will not be paid for the trip.

• NPU Penalties:

  • Trips over $25: $25 penalty.
  • Trips under $25: Penalty equals the full trip price.

• Passenger No-Shows:

  • If the passenger doesn’t show but you follow the reporting steps, you’ll be paid as if the trip was completed. The evidence must be provided within 72 hours.

Required Proofs for Reporting No-Shows

From the Airport: Submit at least 2 of the following:

• Call logs, SMS, or WhatsApp messages with timestamps.
• Photo of the name board at the agreed meeting point.
• GPS data or screenshots showing your location.

From Hotels or Other Locations: Submit at least 2 of the following:

• Call logs, SMS, or WhatsApp messages with timestamps.
• Photo of the hotel card signed by staff.
• GPS data or screenshots showing your location.

Example Evidence Submissions:

• A photo of the name board and GPS screenshot from the meeting point.

• Call logs and Parking Ticket

Proactive Steps to Avoid Issues

• Don’t Wait: Always report a no-show immediately to [e-mail].
• Contact Support Immediately: If you can’t find the passenger, call Mozio’s support team before leaving the pick-up location.

Contact Customer Support

Here’s how to reach us:

United States: [phone]
Australia: [phone]
United Kingdom: [phone]

We also have support numbers for France, Spain, Portugal, and more.

Tip: Make sure your team is familiar with these guidelines to avoid unnecessary fees.