Billing Issue: High Ride Time or Distance

Billing Issue - High Ride time or distance or Driver related issue - Driver took long or incorrect route 

 Disposition:Complaint > Billing Issue > High ride time or Distance (How to Dispose?

For City Taxi / Auto:-

Voice/Email Team:

Guide the customer to use Support and share the self-serve link

 Script: To Know More: Support/Self Serve Promotion Script

“Dear Customer, We regret the inconvenience caused. If you feel you were charged extra, you can file a request to review the fare using the Support on Ola app. I am sending you the link through which you can directly register a complaint\"

It’s an automated process where our system validates and provides an appropriate response immediately. Going forward, please enter the drop location at the time of booking as this helps the driver reach the location using the optimal route suggested by Google Maps.”

Disposition: Complaint > Billing Issue > High Ride Time or Distance (How to Dispose?)

Once dispose - Customer will receive an email explaining the steps to be followed using Support to lodge a complaint on High Ride Time or Distance.

Customer not convinced:-

1. Inform - System checks are validated as per the optimal route using Google maps
2. Do not use Route tool to Recomplete on the call
3. Try to convince the customer - Do not raise any ticket
4. If the customer wants to speak to a Supervisor - Transfer to the Escalation Desk (Disposition: Other> Call Transfer>Supervisor) (How to Dispose?)

Actual Route KM/Time > Best Possible Route

 

Actual Route KM/Time < Best Possible Route

 Escalation Team:

• Try to convince the customer.

• Please do not grant any coupon or give any credit to the customer – Dispose the call (How to Dispose?) 

 Email Team: Submit the ticket - \"I am solving this Ticket\"  (How to Solve/Escalate the Ticket)

 For Ola Share:-

Voice Team:

1. Educate that Ola Share is a Prepaid Taxi Service
2. No difference in the billing/pricing
3. Dispose the call (How to Dispose?)

Email Team: Submit the ticket as I am solving this ticket. (How to Solve/Escalate the Ticket)