If the vehicle fails to meet the Traveller's expectations, for example, if amenities are unavailable, impacting their overall trip experience, they have the option of starting a dispute procedure. However, we initially advise seeking an informal resolution with you before escalating to a dispute.
Here are some helpful tips for resolving an issue due to an unfit vehicle with the Traveller:
- Clearly outline the issue and associated costs involved
- Provide supporting evidence such as documents, photos, videos, and receipts
- Maintain a positive and respectful tone throughout the discussion to foster a constructive dialogue
- Listen to each other's perspectives and try to understand them
- Be flexible and willing to compromise for a mutually beneficial solution
- Refer to Goboony platform policies as a guide for reaching a fair resolution
- Document the terms of your agreement in writing to prevent future misunderstandings, preferably keeping all communication on the platform for record-keeping
If an agreement cannot be reached, the Traveller can initiate a dispute for an unfit vehicle by clicking the ‘Start dispute procedure’ button on their trip booking page.
How do I navigate the dispute procedure step by step?