No-show

A no-show is declared when the chauffeur has been on location, the grace period has run (commonly 30 minutes, longer at airports) and the passenger cannot be reached. It is the most expensive outcome of a trip: the car, the chauffeur and the slot were all spent, and the fare is now a fee the customer may dispute.

Because of that, the trade has a protocol before anyone uses the word. The chauffeur reports arrived. The dispatcher calls the passenger, then the booker, and notes the times. A text goes out. Only after the grace and the calls does the trip become a no-show, and the notes are what make the fee stick when the customer says they were standing right there.

The common mistake is calling a no-show too early at an airport. The flight landed on time but customs took 50 minutes, the chauffeur left at 40, and the passenger walked out to no car. That is not a no-show; that is a lost account.

How liverybook handles it

no_show is a terminal status on both the booking and the leg, and the no-show fee rule on the rate (percent of base or flat) creates the invoice line automatically. The arrived_pickup transition is in the event log with the rest, so the wait is on record. Only the operator's dispatcher can mark a no-show; affiliate drivers on a farm-out cannot, which keeps the decision with the office that owns the customer. See bookings.

Related terms

• Late cancel
• Wait time
• Status transition
• Lead passenger