Embedded Files
The Driver Was Late To Change The Status Of The Ride, Or He Didn't Change It At All
Investigation
Step 1: Reviewing The Complaint Email
Step 1: Reviewing The Complaint Email
Check the email sent by the operations team detailing the entire incident
Step 2: Logging In The LC Dispatching System
Step 2: Logging In The LC Dispatching System
Open the London Cab dispatching system following this link: London Cab Dispatching
Type in your "Username" and "Password", then click on login.
Step 3: Searching For The Ticket Details
Step 3: Searching For The Ticket Details
Click on "Operations"
Choose "Tickets List"
Click on "Show Search"
In the "Ticket Id" field, add the ticket number
Filter by choosing a further date "usually the same day of the t" from the "Pick Up Date Time (From)" field
Click on "Search"
You will be able to see the ticket in question as the only search result at the bottom of the page, as shown above
Step 4: Conforming Action Time
Step 4: Conforming Action Time
You need to be aware of the below in order to properly investigate the ride:
Click on "Details" to view:
Route Details
Pick Up Date Time
Ticket Status Log:
Assigned At
To The Customer Date
Arrival Date
Actual Pickup Date
Validation: In the above example you have to compare the below
Pick Up Date Time: Pickup time that the customer choose 10:15 AM
Assigned At: The ride was assigned to the driver at 08:44 AM (1 hour 31 minutes before the trip starting time)
To The Customer Date: The driver changed the ride status to "To The Customer" at 10:22 AM (7 minutes well after the trip starting time)
Arrival Date: The driver changed the ride status to "Arrived" at 10:39 AM (24 minutes well after the trip starting time)
Actual Pickup Date: The driver picked up the rider at 10:39 AM (29 minutes well after the trip starting time)
Note that the delay in changing the ride status caused a delay of 29 minutes to the customer.
Action
Case Is Not Valid
Case Is Not Valid
____________________________________________________________________
No Action Will be taken against the driver
Mark the complaint as "Invalid" in the tracker sheet, see here how
Case Is Valid
Case Is Valid
_____________________________________________________________________
Check the driver's violation history, see here how
Open the Coaching & Deduction Scheme as shown below
Open the "LC Coaching & Deduction Scheme"
Find the violation under "columns B & C"
You will find the required action depending on the instance number, like the example shown below.
Depending on the driver's history take one of the below actions
Coaching
Call the driver and educate him about the importance of updating the ride status
Emphasize on how important this is for the experience of the customer and business
Coaching & Deduction
Call the driver for coaching
Apply the relevant deduction depending in the number of instances, see here how to apply deduction
Educate the driver about the amount of the deduction
Termination
Send and Email to both HR & Legal team with the details of the case
abdallah.diab@aboughalymotors.com
No further action is needed
Update the tracker with the action taken against the captain, see here how
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