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The Customer Is Complaining That the Price of The Ride Has Increased, And After Investigation, You Found It Was Due to Dynamic Pricing
The Driver Took A Different Route
The Driver Took A Different Route
Step 1: Viewing The Route Details
From the main header click on "Job Schedule"
In the "Driver" field type in the name of the driver
Choose the ride's date from the field "Date"
Type the pickup time in "From"
Type the drop-off time in "To"
Click on "View History"
Step 2: Comparing "Planned Route" Vs "Actual Route"
Escalate the case to the L&D team.
If the L&D team mentions that it wasn't the driver's mistake, but this change was done at the customer's request, get back to the customer explaining why he/she was charged this amount.
If the L&D mentions that it was the driver's fault, refund the extra fees.
Forward the case to the finance team - (hhamdy@sixt.com.eg / ielamir@sixt.com.eg) to refund the amount to the customer
App Issue In Airport
App Issue In Airport
If the customer tries to book a ride to the airport and does not use the airport icon on the app, and instead enters the airport as the dropoff manually.
The driver will reach the dropoff at the airport which is very far away from any terminal causin extra distance and time to reach the correct drop off
Refund the extra fees.
Forward the case to the finance team - (hhamdy@sixt.com.eg / ielamir@sixt.com.eg) to refund the amount to the customer
Customer Added The Wrong Pickup/Drop-off
Customer Added The Wrong Pickup/Drop-off
If the customer added the wrong Pickup/Drop-off, which usually causes waiting fees, however, it sometimes may cause dynamic charges as well, if the case is so follow the below steps
Refund the extra fees as an exception as a goodwill gesture based on the customer's history.
Forward the case to the finance team - (hhamdy@sixt.com.eg / ielamir@sixt.com.eg) to refund the amount to the customer
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