Punctuality Commitment

We are committed to punctuality: we monitor flights, provide driver notifications and schedule buffers around prayer times to reduce delays. If we are more than 30 minutes late for a confirmed pickup (except for events outside our control), we will offer remedies.

Full (operational): Objective: To deliver reliable, on‑time transport, particularly for airport transfers and prayer‑aligned shuttle services. Standards & definitions:

• Scheduled time: The pickup time on the booking confirmation is when the driver is expected to arrive at the pickup point.
• On‑time window: Our target is to arrive at or before the scheduled time. Standard tolerance is +/- 15 minutes, subject to service type.
• Free waiting: For airport pickups, we provide a complimentary waiting period (typically up to 60 minutes from the scheduled arrival time, subject to product terms). Waiting beyond that may incur charges as shown on the booking confirmation. Measures to achieve punctuality:
• Flight monitoring: Automated systems track flight status and update ETAs.
• Buffered planning & routing: Scheduling includes buffers for traffic, prayer times and known congestion in pilgrimage zones.
• Live tracking & notifications: Customers receive driver details and ETA notifications, plus 24‑hour and 1‑hour reminders. Delays & remedies:
• If we are more than 30 minutes late for a confirmed pickup (excluding passenger‑caused delays, immigration/security delays, weather, force majeure or other circumstances beyond our control), we will:

1. Offer a re‑arranged equivalent service at no extra charge; or
2. Offer a service credit (for example, 50% of the original fare) toward a future booking — the customer may choose.

• Exclusions: No automatic cash refunds. No remedy where delay is caused by factors outside our control, or if the passenger fails to be present at the scheduled pickup point. Claim process: Customers must report a punctuality claim within 24 hours of the event with booking reference and evidence (e.g., proof of arrival). We will investigate and respond within 7–14 business days. Continuous improvement:
• KPIs: We monitor on‑time performance and implement corrective measures (driver briefing, scheduling changes) where issues exist. Customer responsibilities: Provide accurate flight information, be reachable by the driver, and be at the pickup point at the scheduled time. Notes: Specific service types (group shuttles vs private transfers) may have tailored punctuality terms — details are included on product pages and booking confirmations.