If a Traveller encounters problems during their trip, it is important to take the following steps:
- Stay accessible and available for contact throughout the traveller's journey. By being reachable, you can provide assistance and help find solutions if they experience any difficulties or breakdowns. This can significantly minimise the impact on their holiday experience.
- If a breakdown occurs, it is crucial to notify the insurance company first. They can guide you on the next steps and coordinate breakdown assistance if necessary. Whenever possible, make arrangements for a replacement vehicle or alternative transportation to ensure the Traveller's journey can continue smoothly.
In the event of a breakdown that is not the Traveller's fault:
> Contact the breakdown service to arrange for the recovery of the vehicle.
> Refer to the terms and conditions, which state that as the advertiser, you are responsible for refunding the traveller for the days that the vehicle could not be used.
In the event of a breakdown that is the Traveller's fault:
> Inform the breakdown service to organise the recovery of the vehicle.
> Place a hold on the deposit to prevent its release to the Traveller (this can be done through the booking page).
> Obtain a report from a garage or mechanic documenting evidence that the breakdown was caused by the Traveller's actions or negligence.
> Additional costs resulting from the breakdown can then be charged against the deposit.
By following these steps, you can effectively handle breakdown situations during a trip, ensuring proper assistance, and addressing any financial implications or liabilities appropriately.