Embedded Files
The Below Topic Serves As The Operating Standard Procedure For Vehicle Delay Cases
Scenario 1: Driver Was Late To Change The Ride Status
Scenario 1: Driver Was Late To Change The Ride Status
Investigation
Open the Dispatcher and follow the below steps to start the validation process
Step 1: Logging In The LC Dispatching System
Step 1: 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 2: Searching For The Ticket Details
Step 2: 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.
If the Ride was assigned to the driver with more than 1 hour to the pickup time the captain is at fault
If after checking the assignment time you found that the ride was assigned late to the driver, for example:
The Pickup time was: 10:00 AM
The ride was assigned at: 09:45 AM
It would take the driver 30 minutes to reach the pickup location
Meaning that the captain will always be at least 30 minutes late because of late assigning.
Action
Not The Driver's Fault
Not The Driver's Fault
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Check Scenario 2
The Driver Is At Fault
The Driver Is At Fault
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Contact the customer for handling and documentation of the incident
Escalate the case to the L&D team with a full description for investigation and driver action.
Compensate the customer according to the Compensation Matrix
Scenario 2: Driver Was Waiting At The Wrong Location
Scenario 2: Driver Was Waiting At The Wrong Location
Investigation
Open the ETIT and follow the below steps to start the validation process
Check the extact location of the driver at the time of the trip if he/she was on the point or not.
If the driver is waiting in the wrong location this might be due to one of the below reasons:
Driver Mistake
If the ride was assigned on time and a clear comment was added to the trip how ever the driver did wait at a different location causing latness or waiting fees follow the below
Contact the customer for handling and documentation of the incident
Escalate the case to the L&D team with a full description for investigation and driver action.
Compensate the customer according to the Compensation Matrix
Cal Center Agent Mistake
If you found the booking source, it was the call center.
If the agent added a comment that doesn't match the customer's description you can check this by reviewing the call or the chat, or the agent didn't add a comment at all then this is a call center agent mistake
Contact the customer for handling and documentation of the incident
Escalate the case to the agent's line manager
Add the L&D team for visibility
Compensate the customer according to the Compensation Matrix
Ops Team Mistake
If the lateness was due to the fact that the ops team assigned the ride late to the driver, to validate this follow the investigation steps in scenario 1 above
Contact the customer for handling and documentation of the incident
Escalate the case to the L&D team with a full description for investigation and driver action.
Compensate the customer according to the Compensation Matrix
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