Different Car Type

Call Center Agent Issue

• If the booking is a call center booking

• Check the call record/chat  for the booking to make sure that this wasn't an agent mistake 

Mobile App Booking

• If the booking is done from the customer's side you need to check if the customer didn't or forgot to request the cab with a ramp

OPS Issue

• If there were no issues from the call center and the customer did request the car with a ramp, however, the car assigned to the ride had no ramp then this is an OPS Issue 

• Contact the customer for handling and documentation of the incident

• Forward the case to the L&D team with a full description for visibility.

• Forward the case to the agent's line manager 

  • • For Chat Team: "mostafa.muhammed@aboughalymotors.com"

    • For Call Team: "mhamdy@sixt.com.eg"

• Compensate the customer according to the Compensation Matrix

• Contact the customer for Education

• Contact the customer for handling and documentation of the incident

• Forward the case to the L&D team with a full description for visibility.

• Forward the case to the OPS team "controlroom@sixt.com.eg"

• Compensate the customer according to the Compensation Matrix