Purpose and Audience
For service owners, operations leads, and dispatchers. Explains how price and quality impact your share of orders on the platform and gives tools to grow.
How Orders Are Distributed (Short Version)
Orders are auto-assigned: the more up-to-date your fleet and the higher your rating, the more requests you receive. Rating depends on SLA adherence and customer experience; price competitiveness affects order flow.
Price: Role and Platform Rules
1) Pricing basics
The price is per transfer; it does not depend on day/time/payment method.
Included in the price: meeting with a name sign; paid waiting — 90 minutes at airports (+30 minutes added to any flight delay) or 15 minutes from rail/bus stations, piers, or hotels; toll roads/tunnels; borders/paid hub entries; water taxi if it is part of the route.
Prices for add-ons (child seat, water, ski equipment, etc.) are set separately in the Partner Dashboard.
If you cannot perform a route, disable it in the Pricelist (mark X against the route). If you cannot provide a specific class on a route, disable that class in the dashboard.
2) Setup options
Manual setup: set a price for each route.
Bulk prefill: quickly set starting prices to maximise orders (you can adjust later).
3) Typical mistakes and how to avoid them
Underpricing → margin and quality drop.
Overpricing → your share of orders drops.
Out-of-date vehicle classes → claims for class mismatch.
Prices not updated for season/events → fewer order confirmations.
4) Price update checklist (short)
Use Auto price update (button in Pricelist) to mass-edit all routes when Kiwitaxi recommendations are available.
Compare with Kiwitaxi averages.
Recheck inclusions (waiting, tolls, borders).
Decide for each route: keep / increase / decrease / disable.
Quality: Why It’s Critical and How to Manage It
1) What “quality” means at Kiwitaxi
SLA: contact the client 24 hours in advance; meet strictly at the meeting point; apply waiting/flight-delay rules correctly; check the voucher; accept/decline within 12 hours.
Driver conduct: no smoking/politics/self-promotion; help with luggage; track the flight; correct name sign.
Vehicle: clean, roadworthy, with A/C, no stickers; matches class/capacity with all agreed add-ons.
2) Operational statuses and impact
Not Met: the client was present but not met correctly — affects rating and may incur penalties.
No-Show: the client did not appear — register per the rules (see below).
Client Claim: respond within 72 hours; ignoring is a critical SLA breach.
3) Airports & waiting (key rules)
Delay < 30 minutes: shift the start of waiting by the delay duration.
Delay > 30 minutes: start waiting 30 minutes after the scheduled arrival; total included waiting stays up to 90 minutes.
Early arrival: agree a new meeting time with the client and Support.
Flight cancellation: prepare documents to register a No-Show.
4) No-Show: proof package
At the start of waiting: call → message → notify Support.
Within 3 business days send proofs: GPS report; screenshots of calls/chat (number, date, time); a photo with the name sign at the meeting point showing local time. Other evidence (parking ticket/confirmation from the hub) is acceptable.
5) Quality metrics to monitor
Time to accept/decline an order (norm: ≤ 12 hours).
Share of declined orders.
Share of delays/Not Met.
Response speed to Client Claim (≤ 72 hours).
6) Quality checklists (for daily use)
Service: fleet meets class/condition; driver/dispatcher training; email checked daily (incident SLA ≤ 72 h).
Dispatcher: voucher/meeting point verified; flight monitoring; escalation on deviations; driver assigned and reachable.
Driver: 24-hour pre-contact; name sign & luggage help; delay rules applied; photo/GPS kept for incidents.
Improvement Plan: 0–7 / 8–30 / 31–60 Days
0–7 days: bulk price prefill → manual adjustment on TOP routes; SLA briefing; roll out checklists.
8–30 days: control Not Met/No-Show, response speed ≤ 72 h, revisit prices based on signals.
31–60 days: expand classes/routes if rating is strong; stabilise price & quality review cycles.
Roles and Responsibilities
Service: pricing policy, fleet, training, SLA control.
Dispatcher: assignment/status control, voucher/meeting point, communication with Support.
Driver: service standard, proactive communication, correct incident logging.
Common Issues and How to Avoid Them
Losing share of orders → revisit prices and maintain service quality.
Rating drops → respond faster to claims and order requests; keep quality high.
Insufficient No-Show evidence → keep chat/call logs and photos.
Class/condition mismatch → use the class check in your dashboard (classification link: https://kiwitaxi.com/agent.php/help/classes-of-vehicles).