Embedded Files
Description:
Description:
Customer will complain that the driver arrived late to his/her pick-up location. The reasons for the delay will be as below:
Customer will complain that the driver arrived late to his/her pick-up location. The reasons for the delay will be as below:
1- Operations issue (Drivers capacity issue)
Here the operations team has a shortage while assigning drivers so the team will assign the ride late to the driver.
2- Driver Issue
Here it's the driver's fault and the operations team assigned him with enough time to arrive early.
Solution:
Solution:
Investigation on dispatching:
Investigation on dispatching:
1- From the ticket list, press on details
2- Press on "Action Log", and you can see when the trip was assigned to the driver to know whether it's an operations issue or a captain issue, and if the customer is claiming that it is a captain's issue
Submit a Freshdesk complaint using the steps shown here
You need to be aware of the below to properly investigate the ride:
Click on "Details" to view:
Route Details
Pick Up Date Time
Ticket Status Log:
Arrival Date
Validation: In the above example you have to compare the below
Pick-Up Date Time: The pickup time that the customer choose 10:15 AM
Arrival Date: The driver picked up the rider at 10:39 AM (29 minutes well after the trip starting time)
If the ride was "Ride Now", you need to submit a complaint on Freshdesk. for investigation only "No compensation".
Check If the delay is Reported by the OPS team through a ticket or not
Check if there is a ticket documenting the lateness from the Operations team by searching with the ride ID on Freshdesk.
If a ticket was submitted you will see a search result as below:
If a ticket is submitted with the lateness from the Ops team do not submit a complaint for the case, if the customer is still frustrated create a ticket to the complaint team to handle the customer as shown here
If there's no ticket you need to submit a complaint on Freshdesk, a complaint that the delay wasn't reported
The dispatching system will apply a discount on the fare automatically.
If the delay is between 1-10 this is a lateness margin and you need to apologize to the customer only but no deduction is applied.
If the delay is between 11-20, a 10% discount on the ride fare "Apologize to the customer and inform him that a discount has been applied to this trip"
More than 20 minutes, a 25% discount on the ride fare "Apologize to the customer and inform him that a discount has been applied to this trip"
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