The transfer industry tried to maintain a balance between protecting a driver and protecting a customer in case of cancellation. However, achieving the perfect balance is not easy, because prioritizing one group over another can turn some people off. Unfortunately, this is exactly what happened with the majority of transfer businesses. When it comes to transfer providers, the customer has to pay up to 100% of the booking fee if the transfer is canceled. The closer to the date of the trip – the higher the penalty. In the case of canceling directly on the day of the trip, the penalty can be as high as the full cost of the order.
According to Alexander Pershikov, GetTransfer’s founder, high penalties for canceling a transfer have proven to be effective for protecting drivers, but not the customers. Customers simply have no other options, so they have to accept the general rules of the industry or simply forget about using transfer platforms ever again, which is not a desirable outcome for any business that wants to reap profits.
GetTransfer.com understood this problem long ago, and since then the platform has been striving to provide the most flexible and fair cancellation policy. Before the introduction of the refundable fare, GetTransfer.com had a free cancellation if it was done 48 hours before the agreed transfer date. If there were less than 48 hours before the trip at the moment of cancellation, the client had to pay a 100% penalty as a general standard for the industry. In case of late cancellation, finding another client might prove difficult for the driver, so 100% penalties were the platform’s way to compensate for the downtime.
Alexander Pershikov,
The Founder of GetTransfer.com
A few months have already passed since the launch of the Flexible Rate. However, those few months were more than enough for GetTransfer.com to understand that the client has positively reacted to the new feature. The statistics speak for themselves: more than 30% of all platform users are choosing this rate.
