Urgent

• Accidents

• Harassment

• Physical Altercations

• C-Level Escalations

First Response: Immediate

Resolution: 2 Hour

High

• Verbal Altercations

• Post-trip Cab breakdown

First Response: 6 Hours

Resolution: 12 Hours

Medium

• Complaints about car quality

• Complaints about staff behavior

• Mobile application complaint (Registration)

• Old due amounts complaints

• Post-trip Airport Delays

• Post-trip lost items

• Bad Rating with a comment indicating one of the above pain points

First Response: 12 Hours

Resolution: 24 Hours

Low

• Dynamic price

• Waiting fees

• Loyalty points

• Third-party complaints

• Bad ratings with no comments

First Response: 24 Hours

Resolution: 24 Hours