Driver Is Not At The Pickup Location

• A customer will reach out saying that the driver is not at the pickup location, or the customer is complaining that the driver is not at the place of meeting during an hourly package

• Take full details from the customer; each description matters, so make sure to have a full description.

Before Ride

• For the chat team, reach out to the call center team to call the driver

• For the call center team, you should call the driver

• Connect the driver with the customer for better alignment.

• Apologize and handle the customer, promising to take the needed action against the driver.

• Submit a complaint

• If the customer wasn't picked up by the ride pickup time and the customer is indeed in waiting for the driver and the driver hasn't arrived yet, follow the below

• Submit a Freshdesk complaint using the steps shown here