When plans change, passengers deserve a plan too

What can count

One cancelled ride can become one reliability event when the driver cancels after accepting at least one passenger and inside the applicable late window. The starting pilot windows are six hours for city rides and twelve hours for intercity rides of at least 100 km. Passenger count measures impact; it does not multiply the event.

A cancellation outside the late window, or a ride with no confirmed passenger, does not count under this rule.

Recovery comes before restriction

The event remains under review through the original departure. If every affected booking accepts a suitable replacement in time, the event is excused. A selected reason never auto-excuses the event; exceptional circumstances can be reviewed through an appeal.

Three countable events, one narrow pause

When enforcement is enabled, three countable events in the same Asia/Kolkata calendar month pause only new ride offers until the next month. Existing confirmed rides remain available to complete, and the member can still request and take rides as a passenger. There is no cancellation fee and no paid way around the rule.

Every decision is visible and appealable

• The Reliability Centre shows the event, timing, confirmed-passenger impact, recovery outcome, policy period, and expiry.
• Passengers and drivers are attributed separately, so one person’s cancellation is not silently charged to the other.
• Appeals record a member’s explanation without asking for unnecessary identity, medical, or financial documents.

CoMiles support is not an emergency service. Contact 112 first in immediate danger.

Pilot status: shadow mode first

The first rollout records and explains qualifying outcomes without pausing offers. CoMiles will review recovery performance, false positives, appeal outcomes, and supply impact before enabling restrictions for any controlled pilot. The policy can be switched off without deleting its audit trail.

This page describes the staged product policy, not a guarantee of another member’s conduct or a claim that every recovery route is available today.