Offering our customers the best possible service is crucial to the running of our business. This means, ensuring drivers have a seamless & reliable experience with our app to maximise your earnings, whilst giving passengers the confidence that their trip requests will be fulfilled. 

For this reason, we introduced a number of new service criteria over the course of this year. - including acceptance rate / cancellation rate & changes to our prebook functionality. The roll-out of these measures have meant that together, we’ve been able to fulfil 10% more passenger requests vs. the same time last year. 

Nevertheless, while we always try to do the best for drivers, we recognise that some of you weren’t satisfied with these new measures. Although fulfilling passenger requests is important, it is equally crucial that you continue to have a positive experience with our app. 

With that in mind, we would like to share some of our most recent changes to improve your experience with the FREENOW app. 

• Prebook jobs can now be cancelled by you no less than 30mins before the scheduled trip. This was reduced from 60mins, as we understand the need for flexibility when driving around London.

• To help protect your acceptance rate and avoid last minute prebook cancellations, we will no longer send you on-demand job offers 30mins before a scheduled prebook trip.

• Prebook jobs can be cancelled up to 2mins after acceptance. (even within the 30mins window before the scheduled trip). We recognise prebook offers can be easily accepted in error, so believe this allows for flexibility to cancel any accidental acceptances without being blocked. Please note - the 2mins grace period does not apply if you are already in approach of the prebook job. . 

• We have fixed a recent app issue where drivers were informed their prebook had been cancelled, when they had not accepted the prebook at all. This has now been fixed, and we apologise for any inconvenience caused for the duration of this issue. 

Can I still get blocked if I cancel a prebook job? 

We are confident that the latest changes allow us to strike a better balance between protecting your flexibility & control over your work, while fulfilling passengers’ expectations to deliver a reliable service. However, should you cancel a prebook job within 30mins of the scheduled trip, and more than 2mins since accepting the prebook job offer, or if you’re already in approach of the prebook, your account will be blocked for 24 hours. 

• You will no longer receive a job offer if you’ve previously ignored, rejected, or cancelled it.

• We have reduced the radius for follow-on jobs to make sure you’re receiving more achievable job offers. 

• Along with these changes, and to protect your acceptance rate, we’re adopting a more dynamic approach to Acceptance Rate criteria to ensure these remain fair & reflective of the levels of demand across the city. You will continue to be notified if your Acceptance Rate is too low. 

• We will be working with hotels to lower their cancellation rates. Hotels that fail to lower cancellation rates may be removed from the app to protect your experience when using the app. 

• You now have the option to opt out of receiving business cash tour offers. A reminder that we don’t offer cash payment options on consumer trips.