Driver Service Policy | ITS Holidays Ltd.

Driver Service Policy (Global Travel & Transportation Industry Standard) | ITS Holidays Ltd.

1. Policy Overview

This policy defines the operational terms and responsibilities related to driver services in transportation bookings, including airport transfers, private car hire, chauffeur services, shuttle services, and group transport. All driver-related services follow international travel and transport industry standards. ITS Holidays Ltd. acts strictly as a booking facilitator only and does not operate or manage driver services directly.

2. Service Provider Responsibility

• All driver services are provided by independent third-party transportation companies or fleet operators
• Drivers are employees or contractors of the transport provider, not of the travel agent
• Driver conduct, punctuality, route selection, and service execution are fully managed by the provider
• Travel agents do not supervise, control, or monitor driver performance in real time

3. Driver Conduct & Professional Behavior

Drivers are expected to follow:

• Local transport laws and road safety regulations
• Professional behavior standards defined by the transport company
• Proper communication and passenger handling etiquette
• Safe driving practices under all road conditions

👉 Any misconduct, delays, or behavioral issues must be reported directly to the transportation provider.

4. Pickup & Waiting Time Rules

• Airport pickup waiting time is generally 30–45 minutes, depending on flight arrival and airport conditions
• Hotel or designated pickup points have a standard waiting time of 15 minutes
• Failure to arrive within the waiting time may result in:
  • No-show classification
  • Service cancellation
  • Non-refundable charges as per provider policy

5. Flight Delay & Arrival Monitoring

• Where applicable, providers may monitor flight status for airport pickups
• Delays due to immigration, baggage collection, or customs clearance are not controlled by travel agents
• Drivers may adjust pickup timing based on real-time flight updates when systems are available

6. Route Selection & Travel Conditions

• Drivers may choose routes based on:
  • Traffic conditions
  • Road safety
  • Distance optimization
  • Local restrictions
• Estimated travel times may vary due to real-time conditions
• Alternative routes may be used without prior notice for operational efficiency

7. Vehicle Assignment & Substitution

• Vehicle type (sedan, SUV, van, coach, luxury) depends on booking category and availability
• Providers reserve the right to:
  • Substitute vehicles with similar or upgraded categories
  • Change vehicle models due to maintenance or operational needs
• Exact model or brand cannot always be guaranteed

8. Communication & Passenger Responsibility

Passengers are responsible for:

• Providing correct pickup location and contact details
• Being reachable during pickup time
• Communicating delays directly to the driver or provider
• Following driver instructions during transfer

👉 Direct communication with the driver or transport provider is essential for smooth service.

9. Safety, Compliance & Insurance

• Drivers operate under local transport authority licensing and regulations
• Insurance coverage (if applicable) is provided by the transport company
• Safety responsibility lies with the service provider, not the travel agent
• Passengers must follow all safety instructions during the journey

10. Delays, Traffic & Force Majeure

Driver services may be affected by:

• Traffic congestion
• Weather conditions
• Road closures or accidents
• Government restrictions or strikes
• Airport operational delays

👉 Such conditions are beyond the control of travel agents and service providers.

11. Complaints & Service Issues

• All complaints regarding drivers must be reported to the transportation company immediately
• Issues may include:
  • Delay or no-show
  • Driving behavior
  • Route concerns
  • Vehicle condition
• Resolution depends on the provider’s internal investigation and policy

12. Limitation of Liability

ITS Holidays Ltd. is not responsible for:

• Driver behavior or misconduct
• Delays caused by traffic or operational issues
• Vehicle breakdowns or substitution
• Missed transfers due to passenger delay
• Service quality or execution by third-party providers

13. Role of Travel Agent

ITS Holidays Ltd. and other travel agents are strictly:

• Booking facilitators for transportation services only
• Not responsible for driver management or operational control
• Not liable for on-road service execution or performance

14. Final Industry Statement

Driver services are an essential part of global travel logistics and are independently operated by licensed transportation providers under local transport laws. Variations in service quality, timing, and operational execution may occur depending on destination, traffic conditions, and provider resources. Travelers are encouraged to maintain direct communication with drivers for a smooth and efficient travel experience.