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    Service Level Guidelines (SLG)

    Due to the highly regulated European laws governing driving and working within the passenger transport Industry, which we respect, Ski Transfer Finder asks you to understand the Booking Conditions and these Service Level Guidelines, which are ultimately designed to guarantee a maximum amount of fair booking procedure and to help Transfer Operators avoid any unpleasant situations while providing transfer services.

    Under the policy of Partnership Agreement between Ski Transfer Finder and Transfer Operator, Ski Transfer Finder suggests to perform the Transport Services in accordance with the following quality level requirements and warrants.

    Please ensure that you have the necessary skills, knowledge, experience, qualifications and all necessary licenses to comply with the requirements set out below.

    Please be informed, that Customer complaints, where upheld, will affect ratings. Ski Transfer Finder always checks complaints with the Transfer Operator in order to ensure only fair ratings apply.

    1. Vehicles

      Vehicles used to provide the Transport Services must have all necessary permits, licenses and the insurance required by law. Vehicles must be in good mechanical condition.

    2. Reservation procedure

      Reservations are sent by email and will contain all the information necessary to carry out the Transport Service. It is the Transfer Operator's responsibility to check all reservation details before agreeing to undertake the service. The Transfer Operator agrees to complete the following checks and procedural steps:

      1. Check destination and address.

        The Transfer Operator should check the all address details carefully, paying particular attention to ensure that the address provided matches the destination that the Customer has booked.

      2. Check vehicle size requested.

        The Transfer Operator should schedule a vehicle of the size selected and paid for by the Customer, however, the Transfer Operator may, unless exceptionally restricted from doing so, use a larger vehicle when there is insufficient availability of the selected vehicle or when logistical considerations mean using a larger vehicle is more economical. The Transfer Operator must not assign a smaller vehicle even if the number of passengers indicates a smaller vehicle might be adequate.

      3. Provide requested infant and child seats.

        Transfer Operator ought to provide infant and child seats when requested. Provision of infant and child safety equipment is an important suggestion of these SLG even when not required expressly by the domestic law of the country where the service is provided.

      4. Review equipment requirements.

        The Transfer Operator should assess whether the extra luggage specified by the Customer (such as ski equipment, skateboards) will fit in the vehicle selected. If unsure, the Transfer Operator should raise a query so that Ski Transfer Finder can contact the Customer and arrange any necessary changes. Once a reservation is accepted, the Transfer Service must be performed using a vehicle that has sufficient capacity for the passengers, equipment and luggage described, at the rate agreed for the vehicle size selected by the Customer.

      5. Confirmation of flight/train/ arrival/departure date/time.

        The Transfer Operator should verify that flight/train arrival and departure information is correct before agreeing to perform the Transport Service at the requested times.

      6. Reservation rejection.

        If the Transfer Operator does not have availability for a Transport Service the reservation should be sub-contracted to a trusted partner. If, in exceptional circumstances, no trusted partner is available, the Transport Operator should notify Ski Transfer Finder within 24 hours, and provide an explanation so that our Ski Transfer Finder can decide whether to seek out alternative transport or cancel the service with the Customer.

    3. Monitoring flights/trains

      Customers are obliged to inform Transfer Operator of scheduled changes to flights, train services times. The Transfer Operator is responsible for monitoring arrival delays using information available online or displayed on screens in the arrival hall.

    4. Service provision

      1. Personal image

        The Transfer Operator undertakes to ensure that drivers are well-presented, maintain the highest standards of personal hygiene and avoid clothes or accessories that might diminish the good reputation of the Transfer Operator. Drivers and representatives are advised to maintain a friendly and polite attitude at all times and show professional conduct in their dealings with Customers, colleagues and the general public.

      2. Cleanliness of vehicle

        Car should be clean and free of all personal belongings.

      3. Meet & Greet

        The driver is suggested to collect the Customer at the arrival gate/platform or the agreed meeting point. Drivers should identify themselves by holding a large, clearly written sign with the lead passenger's name, as agreed. The Customer has been instructed to present their travel voucher before the journey commences and to give a copy to the driver who should collect it as proof that the service was provided.

      4. Assistance with luggage

        Drivers should offer to help Customers with luggage wherever possible and safe. Drivers should however not enter any property or premises in doing so.

      5. No smoking permitted

        Neither the driver nor the Customer is permitted to smoke in a Transport Service vehicle. The driver should refrain from smoking in or around the vehicle prior to collecting the Customer as the odour may linger.

      6. Alcohol, drugs and antisocial behaviour

        The driver assigned by the Transport Operator must not consume alcohol or drugs or any other substance, including prescription medication, which may impair his ability to drive.

      7. Use of telephone equipment & being contactable

        Drivers ought to respect all applicable rules and regulations concerning the use of mobile phones and only use a hands-free system where it safe and legal to do so. Use of a handheld phone (while driving) is strictly prohibited even where not expressly prohibited by law.

        The driver should nevertheless be contactable throughout a Transport Service. When it would be illegal or unsafe to answer a call, the driver should return the missed call at the first available opportunity.

      8. Route preference

        Drivers should ask the Customer if they have a preferred route on long routes and advise if this will mean any change of a journey price given that otherwise the shortest route to be used.

      9. Driving standards & safety

        Drivers ought to operate the vehicle as required or implied by law and within their personal capabilities ensuring a smooth ride at a safe speed given road and weather conditions. Drivers must avoid situations that may put the safety of the driver or their passengers at risk and must adhere to rules governing breaks and compulsory rest periods.

        Drivers should take particular care to avoid drop-off and pick-up locations that might present unnecessary danger from traffic while Customers are boarding or alighting from the Transport Service vehicle. Before commencing a journey, the driver should remind passengers to wear the seat belts provided and complete all safety protocols required under local law.

      10. Breakdown

        In the event of a vehicle breakdown, the Transfer Operator will seek out an appropriate substitute vehicle.

      11. Reporting incidents

        The Transfer Operator must report (by telephone or email), at the first available opportunity, any circumstance or incident that may affect the performance of a Transport Service. Such notifications should be provided for, but not limited to: Customer no-shows; vehicle size / class / luggage capacity discrepancies; vehicle breakdowns; pick-up delays; accidents en-route; drop-off point discrepancies; bad weather forecasts; strikes or other circumstances that may lead to road diversions or traffic congestion.

        Any incident which potentially impacts the comfort or satisfaction of the Customer, or potentially is a breach of legal and /or relevant licensing regulations, must be immediately notified to the Company via email to info@ski-transfers.com.

        It is important to note that failure to report such information promptly greatly diminishes the ability to defend subsequent complaints.

      Vehicles used to provide the Transport Services must have all necessary permits, licenses and the insurance required by law. Vehicles must be in good mechanical condition.

    5. Transport Service Complaints

      In the event that Ski Transfer Finder receives a written complaint concerning a Transport Service, the complaint will be summarised and sent to the Transfer Operator by email. Ski Transfer Finder summarises the complaint in order to save time and to avoid forwarding emotive or unpleasant messages. A copy of the original claim/complaint will be available on request.

      The Transport Operator should respond to a complaint within 3 working days by emailing to info@ski-transfers.com.

      When assessing a complaint, Ski Transfer Finder staff will consider information such as the Customer's report, our internal records, these SLG, the Transport Operator's reply and any other sources, which may help us determine the cause of the complaint or establish its veracity. It is important that the Transport Operator highlights and substantiates any circumstances that were beyond its control.

      If our assessment shows that the Transport Operator breached this Agreement, we shall act in good faith to determine an appropriate remedy that adequately addresses the Customer's concerns.