Customer Support Center
Need help with your booking, driver details, route information, payment questions, or refund request? Our support team is here to assist.
Check Booking Status
Enter your booking reference and mobile number to see the current status of your booking. No need to wait — your status updates here in real time.
Check Refund Status
Already submitted a refund request? Look it up here to see the current status, decision, and payment details without contacting our team.
How can we help you today?
Choose the option that matches your need. Most requests are handled within 24 hours.
Booking Status
Check the progress of your booking and current payment status.
🚗Driver Details Request
Service starting soon and no driver details yet? Submit a tracked request and our team will review your booking promptly.
📍Route Assistance
Questions about pickup point, drop-off location, or route timing.
💳Payment Support
Booking fee, payment confirmation, and invoice queries.
↩Refund Request
Submit a refund review request through our documented process.
❓General Support
All other inquiries about our services and how we can help.
Before Requesting a Refund
Please review the following before submitting your refund request. This helps us process your request quickly and fairly.
ℹ Important Notice
- Your booking fee is used to secure and process your transport arrangements (driver allocation, vehicle reservation, route scheduling).
- Refund eligibility depends on the current status of your booking at the time of request.
- Driver assignment status affects refund eligibility — refunds are simpler before driver details have been shared with you.
- Every refund request is reviewed individually by our team. We aim to be fair, fast, and transparent.
- Decision timeframe: Our team takes up to 14 days from submission to reach a final decision. You will receive an initial acknowledgment within 3 business days.
- Please refer to the Refund Policy for full eligibility details.
How Our Booking Process Works
A clear, documented flow from the moment you confirm your route to the moment service begins. Knowing where you are in the process helps avoid confusion.
Confirmation
Payment
Assignment
Shared
Starts
Submit a Refund Request
Fill in the form below. You will receive an initial acknowledgment within 3 business days, and a final decision within 14 days from submission. You can check the status any time using the lookup form above.
Common Questions
Quick answers to the questions our support team hears most often.
What is the booking fee?
The booking fee secures and processes your transport arrangement — it covers seat allocation, route scheduling, and driver reservation. The booking fee is separate from the transport amount, which you pay directly to the assigned driver or transport provider once service begins. The booking fee amount is always communicated to you in writing on WhatsApp before any payment is made.
When will I receive driver details?
Once your booking fee is confirmed and a driver has been assigned to your route, our team will share the driver name, contact number, and vehicle details with you on WhatsApp. Typical timeline is within 24 hours of payment, though it may be faster for routes with active drivers.
How do I check my booking status?
Send us a message on WhatsApp with your booking reference (PDG-YYYY-XXXX format) and we will confirm your current status — payment received, driver assigned, or service active.
Can I change my pickup location?
Yes, before a driver is assigned to your route, pickup adjustments can usually be accommodated. Once the driver is assigned, changes depend on the route logistics and driver availability — contact us on WhatsApp as early as possible.
Can I request a route change?
Route changes are reviewed case by case. Minor adjustments within the same area are usually possible. Changes that significantly alter the route (different emirate, different distance band) may require a new booking and a new booking fee.
How are booking fees handled?
Your booking fee is used to secure your seat, allocate a route, and reserve a driver schedule. The booking fee is separate from the actual transport payment, which you arrange directly with the driver or operator once service begins. The fee amount is always communicated to you before payment — never as a surprise.
How do refund reviews work?
Submit a refund request through the form above. Within 3 business days, our team reviews the booking status, any service interactions, and the reason provided. If approved, refunds are processed via the original payment method within 7–14 business days. If declined, we explain why and offer alternatives where possible.
What if my driver is unavailable?
If a driver becomes unavailable, our team will either assign a replacement driver promptly or issue a full refund of your booking fee. You will not be charged for a service we cannot provide.
Customer Responsibilities
A smooth service depends on both sides being accurate and prepared. Here is what we ask of you.
⚡ Before, During, and After Booking
- Reviewing all booking details on the confirmation page before completing payment.
- Confirming pickup and drop-off locations are correct and accessible.
- Reading the refund policy before booking so expectations are clear.
- Providing accurate contact information (mobile, email) so we can reach you with driver details and updates.
- Responding to messages from our team within a reasonable time to keep your booking active.
How fast we respond
Realistic, transparent timelines so you always know what to expect.
Contact Methods
Every request is documented and tracked. Pick the channel that works best for you.
Send your booking reference and a description of the issue. We respond within 24 hours.
Use the request form on this page to create a tracked ticket with a reference number for follow-up.
How we protect every booking
A documented process from the moment you book to the moment service completes.