Cancellation and no-show fee
To increase reliability and service levels, the app will only allow card payments during weekend peak hours.
From Friday 6th December 2024, Argyle Satellite will introduce a cancellation and no-show fee during peak times over the weekend.
Peak times are as follows:
- Friday – 21.00hrs to Saturday 05.00hrs
- Saturday – 21.00hrs to Sunday 05.00hrs
What is the cancellation and no-show fee?
The cancellation and no-show fee will be £4.00.
When is the charge made?
The charge will be made if:
- The passenger cancels the booking AFTER a vehicle that has been pre-booked and dispatched.
- The passenger fails to meet the driver at the requested pick-up point.
How is the charge made?
If a booking is cancelled after a vehicle has been dispatched, or marked as a no-show during peak times, the authorised card used to book the journey will be charged automatically.
What if I cancel my booking before a vehicle has been dispatched?
If your plans change and you no longer need a vehicle, you can cancel the booking through the app, and will not be charged.
Why is a cancellation, and no-show fee being implemented?
Last month over 10,000 bookings were either cancelled or no-showed by passengers after vehicles had been dispatched.
This severely impacts service levels, with drivers wasting valuable time and fuel. This affects our loyal passengers, with vehicles sometimes arriving late during peak times, due to drivers being delayed.
It is our goal to provide the best possible service for all customers, including passengers and drivers. Therefore, the cancellation and no-show fees on bookings made by the app at peak times will ensure our drivers are not missing out on valuable time and fuel, and passengers receive the best possible service.
Can I dispute a cancellation or no-show fee and request a refund?
Yes, please email customers@argylesatellite.co.uk