How customers find their booking at the kiosk

At Pick up and Return, customers find their own booking by typing their last name and phone number. Both must match the same customer on the booking, so nobody can open a booking with only a name or only a phone number.

Where to find it

On the kiosk home screen, tap Here to pick up (the screen is titled Find your reservation) or Start return (titled Return your gear). Both ask for Last name and Phone number, then Find my reservation.

The Find your reservation screen with the Last name and Phone number boxes

How it works

• The button stays greyed out until the last name is filled in and the phone number has at least 7 digits.
• Last name is matched against the end of the customer's full name on the booking. For "Maria de la Cruz", both "Cruz" and "de la Cruz" work, and "Maria" does not. Capital letters, accents and punctuation do not matter, so "OBrien" matches "O'Brien". A Jr, Sr, II, III or IV at the end of the name is ignored.
• Phone number is compared on the last 10 digits, so spaces, dashes and a country code do not matter.
• The name and phone are those of the person who made the booking. A rider added to the booking cannot use their own name.
• With one match, the customer goes straight on. With several, Which booking? lists them by pickup time ("Return" time and confirmation number below each) and they tap the right one.

Which bookings can be found

• Pick up finds a booking only if its pickup is today in your business's time zone, and its status is Pending, Pending payment, Confirmed or Active.
• Return finds only bookings that are Active, meaning out with the customer, including late ones.

Good to know

• Every miss gets the same message: "We couldn't find a reservation matching that name and phone." That is on purpose, so the kiosk cannot be used to find out who your customers are. It never shows a list of names.
• Each tablet allows 12 tries in 5 minutes and 60 in an hour. Past that the customer sees "Too many tries. Please wait a few minutes or ask a member of staff." Other tablets are not affected.
• After a customer's booking opens, the address no longer holds their details, so refreshing the page sends the tablet back to the home screen.
• If a customer cannot be found, see Kiosk troubleshooting: common questions.