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. 

• Detailed view for my driver is late or out of reach before, within or after pick up time.

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

• Check the time if the ride time hasn't been reached yet, for example, the ride time is 05:00 PM and the current time is 04:50 PM, this means that the ride time hasn't been reached yet.
  Depending on the time follow one of the below scenarios:

The Time of the Ride has Not been Reached Yet

• Check the Ride Status

• Submit a Freshdesk complaint using the steps shown here

The Time of the Ride has been Reached

• Check the Ride Status

• 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 an internal complaint Unless there are waiting fees, lateness or the customer is very frustrated. Inform the customer that we will be following up with him/her within 2 business days

• Submit a Freshdesk complaint using the steps shown here