Public service levels

Service levels (SLA)
for OTAs & hotel partners

These targets and procedures describe how we operate airport pickups and private transfers from Casablanca (CMN) corridors.

Performance targets

Supplier cancellations
0%
target
On-time pickup
≥ 98%
target
Support response
< 5 min
WhatsApp 24/7

KPI tracking is documented and can be shared with partners on request.

Escalation (incidents)

  1. Immediate: WhatsApp concierge coordinates guest + chauffeur.
  2. 15 minutes: dispatch backup vehicle/driver if needed (avoid cancellation).
  3. 30 minutes: provide alternative plan and updated ETA; log incident.
  4. Post-trip: root-cause review; preventive action.

Airport pickup standards (CMN)

  • Flight tracking included when flight number is provided.
  • Meet & greet in arrivals hall with discreet name sign.
  • Free waiting: 60 minutes from actual landing time.
  • No‑show: only after waiting time + contact attempts (WhatsApp + calls).
CMN SOP Policies
Service Levels (SLA) — Transfers & Airport Pickups | Morocco Tour Transfer