SOP – Cancellation Fee Handling (Taxi & Limo Drivers)

Purpose

To ensure compliance with RTA guidelines while handling driver requests related to cancellation fees.

Scope

This SOP applies to all Customer Support and Driver Support advisors handling cases for Taxi and Limo drivers.

Policy Guideline

As per RTA regulations, cancellation fees must not be processed as “Driver Adjustment” for both Taxi and Limo drivers.

Process to Follow

1. Cancellation Fee Requests

• If a driver requests a cancellation fee to be raised via driver adjustment:

  • Do not process the request

  • Do not raise any refund/adjustment for cancellation fee

2. Limo Driver Communication

• Advisors must inform Limo drivers:

As per RTA guidelines, cancellation fees cannot be processed via driver adjustment from our end.

Important Notes

• This applies to both Taxi and Limo drivers without exception.

• Any such requests must be declined in line with RTA policy.

• Ensure proper remarks are added in the case/ticket for tracking and audit purposes.