As the name suggests, it is a score (out of hundred) provided to an operator and acts as an indicator of how reliable the operator is. This is based on the customers’ feedback on the issues of bus cancellations, poor amenities, change of seat/ bus type and pickup/drop point changes and delays.
How is a trust score computed ?
Post journey, we compile our customers' ratings through Email, SMS and our 'Feedback' page where all the collected data is validated by our Customer Care team. Any unsatisfactory ratings or feedback submitted by customers are factored and the operator is penalized based on it. Trust score is calculated based on the above data, into a percentage, to reflect the bus operator's reliability. Only the operators with higher than average scores are labelled by our 'Trust score' badge.
What is Surety Assurance ?
To add further credibility to our 'Trust score', we highlight our top-performing operators with our 'Surety' badge which is free of charge. Therefore, if you can validate with legit proof about any travel related incident/s that you faced with the operator, covered under our 'Surety' badge at the time of booking, we will refund the guaranteed payments in the form of Travelyaari vouchers (100% redeemable) within 48 hours after verifying the issue. The operator's 'Trust score' gets a negative impact accordingly. This is done to ensure that only the best performers are honoured with this badge on our platform. Remember your "Voice" can make a difference for how you travel.
Changed pickup/drop point *
Seat/Bus type Changed *+
Amenities Not Provided ^
+or the difference in fare whichever is higher
* Max up to Rs200 (t&c applies)
^ Max up to Rs100 (t&c applies)
We will not be liable to provide compensation in any of the following cases:
The operator did not have a 'Surety' badge at the time of booking of the ticket and the same is not reflected in the ticket copy.
Unforeseeable causes: All the claims would be null and void if circumstances beyond the operator's control arise like (long traffic jams, constriction or diversions en route, natural calamity, peak season or festivities etc)
User is advised and in certain cases required to please provide us with any necessary documents, pictures, videos of their grievances for a speedy resolution from our end.
1.1 In case of bus cancellation or breakdown with an alternate same category(AC/VOLVO/NON-AC) bus provided to the customer with drop time not being impacted by greater than 1hour.
1.2 Information regarding the cancellation of the bus is provided to the customer at least one day prior to the departure of the bus by text and/or a call from the operator.
1.3 A breakdown of the bus within the drop city premises would be considered as a drop point change and would be compensated accordingly.
1.4 In case of bus cancellation or breakdown with an alternate same category(AC/VOLVO/NON-AC) bus provided to the customer with drop time being impacted by greater than 1hour would be considered as a case of a delayed drop.
2.Changed pickup/drop point
2.1 Information regarding the change is provided to the customer at least one day prior to the departure of the bus by text and/or a call from the operator.
2.2 Information regarding the change is provided to the customer at least one hour prior to departure and the new location provided is within 2km.
3.Seat/Bus type changed
3.1 The change of bus type in the same category (Bus type refers to bus in the same category i.e. all ac formats of Volvo/Scania/Hispania/Mercedes would be considered as a premium class, all other ac buses would be categorized as ac luxury and rest would be non-ac)
3.2 The change of seat type in the same category would be considered a case of seat change and compensated accordingly(Seat type refers to two categories: Seater/Semi-Sleeper and Sleeper.
4.1 Seat Changed due to any personal nuances or behaviour of the passenger.
5.1 In case of Bus Reaching the area within 1km of pickup point with a delay of less than one hour.
6.1 In case of Bus Reaching the area within 1km of drop point with a delay of less than one hour.
7.Amenities not provided
7.1 Although we support the highest standards of bus operations, the quality of amenities provided is a subjective matter and would require due deliberation from our customer care executive and compensation would be given accordingly. In certain cases proofs in the form of pictures may also be required to be given by passengers.