Maintaining high performance standards is essential to ensuring outstanding customer experiences. We continuously monitor key performance metrics to ensure all partners consistently deliver on their promises to travelers.
Performance Standards
To maintain the highest marketplace quality, we’ve established the following performance standards that all supply partners must meet:
Supplier Cancellation Rate (non-force majeure): Partners must maintain a cancellation rate of 1.0% or lower.
No-Show Rate: Partners must ensure a no-show rate of 0.2% or lower.
These standards are monitored on a 90-day rolling basis to ensure consistent quality across our platform.
You can learn more about best practices for how you can reduce your Cancellation and No Show Rate in our FAQ article on this topic.
Important: Failure to consistently meet these standards may result in the temporary removal of activities from the platform.
Understanding Cancellation Rates
How is my Supplier Cancellation Rate (non-force majeure) calculated?
The Supplier Cancellation Rate (non-force majeure) is where bookings are cancelled by you and are not due to unforeseen events or circumstances. Examples for non-force majeure are cancellations due to lack of availability, vehicle issues, or you ask the traveler to cancel. The rate is calculated based on the date of cancellation.
What counts as force majeure vs. non-force majeure?
Force majeure is where bookings are cancelled by you due to an unforeseen event or circumstance that are beyond your control, such as bad weather, natural disasters, war, strikes, or government actions.
Understanding No-Show Rates
How is my No Show Rate calculated?
The No Show Rate is where bookings are fully refunded by us to the customer due to the customer's claim that you were not at the specified pick-up or meeting point. The rate is calculated based on the travel date.
What situations contribute to No-Show incidents?
Common no-show scenarios include:
- Not being present at the designated meeting point
- Arriving late without prior communication to travelers
- Being at an incorrect location
- Failing to provide clear meeting instructions to travelers
Performance Review Process
How do we monitor quality?
We continuously assess our active supplier portfolio on a 90-day rolling basis against our performance standards. We keep track of quality indicators like traveler feedback (reflected in reviews), supplier’s cancellation and no show rates, and whether experiences are fulfilled according to their product descriptions. Activities that consistently underperform against our quality expectations may be deactivated to protect the customer experience.
Where can I check my performance?
We encourage you to regularly check your performance metrics under Analytics in the Supplier Portal. This helps you stay on top of your activity's performance and make improvements where needed.
We review activities to ensure that we - and all our partners - are synonymous with quality. This promotes the best possible customer experience, and means that your brand is in good company on our platform.
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