Hey community, we'd like your opinion on a change we'd like to introduce to our passenger cancellation policy.
Our current approach is that if a passenger cancels a booking more than 24 hours before departure, they get a 100% refund*, and if they cancel within 24 hours of departure, they get a 50% refund* (*our 15% booking fee is not refundable).
It has been brought to our attention by several drivers that his policy doesn't protect them well enough from last minute cancellations from passengers, who sometimes cancel as late as minutes before the trip, at which point it's impossible to find another passenger to fill that empty seat.
To remedy this, here are two options we propose:
1) Change our current passenger late cancellation policy such that if a passenger cancels within 24 hours, they get no refund and the driver gets paid in full.
2) Keep our current passenger late cancellation policy of a 50% refund within 24 hours of departure, and add another policy whereby if they cancel less than, let's say, 6 hours (we can modify this number), they get no refund and the driver gets paid in full.
Your feedback on this would be much appreciated!
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