Scenario

Compensation offer

Timeline

Delay Delivery (Less than 2 hours)

  Complimentary extension of the rental
  period

-

 WaPoint value *(hourly vehicle rate)

 Capped at 10,000 WaPoints

  Within 3 working days after
  car returned

Delay Delivery (More than 2 hours)

  Complimentary extension of the rental

  period

-

 Refund WaCash *(hourly vehicle rate)

  Within 3 working days after
  car returned

Delay Delivery (More than 5 hours)

 Free 1 day extension

-

 Promo Code value 1 day rental with 2
 days minimum rental (Valid for 6-months)

  Within 3 working days after
  car returned

Car Breakdown  

 Company standard practice time     
 resolution is within 24 hours

  Time resolution** > 3 hours  : 5000
  WaPoints

**After WAHDAH have been informed

  Within 3 working days after
  car returned

Late collection by Hero

 Entitled up to 2000 WaPoints

  Within 3 working days after
  car returned

Cleanliness issue

 Entitled up to 5000 WaPoints

  Within 3 working days after
  car returned

Shuttle
(Interrupted trip)

 Refund WaCash
 (Final refund amount will be advised after
 case reviewed by WAHDAH)

  Within 3 working days after
  car returned

Shuttle Delay

 1 hour < Delay < 2 hours:
 2000 WaPoints

 Delay > 2 hours : Compensate WaCash
 (Final refund amount will be advised after
 case reviewed by WAHDAH)

  Within 3 working days after
  car returned

Cancel and refund
(Fleet not available)

  Entitled up to 5000 WaPoints for Paid
 booking or Pay Later booking

 **However, if customers are provided
    with an alternative fleet BUT decline it, 
    they will not be entitled for the
    WaPoints. 

  Immediate resolution

Cancel unpaid booking
(Fully booked)

 Entitled 2000 WaPoints

 **However, if customers are provided
    with an alternative fleet BUT decline it, 
    they will not be entitled for the
    WaPoints. 

 Immediate resolution

Unpleasant Experience

 Entitled up to 5000 WaPoints

 Within 3 working days after
 car returned