Billing Issue: Customer Cancellation Charges - CC & PC

Customer Calls CC

For City Taxi:-

Voice Team:

1. Please check the reason for cancellation
2. If it’s a change of plan/mind: Then please guide the customer to cancel the booking from the app.
3. If the customer is looking to cancel the booking because of some inconvenience, apologise and check if you can help him by reassigning a new cab.
4. If the customer accepts: Reassign and dispose the call as per the scenario. 
5. If the customer is still unhappy, Apologise and inform the customer that we will take this as an opportunity to serve him better next time.

Dispositions: 

Compliant > Driver Related > Driver Denied Duty/ Driver Behavior or Compliant > Ride Delayed > Cab Delay)

Note: TAT - Within 24 Hrs (DDD & DB Only)

New Cancellation Policy is Live in all Cities - We have initiated a new cancellation policy to control the cancellations from both Partner and Customer side.

Amount charged

1. Mini     Rs 50
2. Sedan  Rs 75
3. Prime   Rs75
4. Luxury Rs75
5. SUV     Rs 75
6. Micro   Rs 25
7. Ola Share Rs 25

Cancellation Fee applies in the following scenarios:-

• If booking gets cancelled after 5 minutes of being created and the driver is not delayed.
• Or if the driver reaches customer location and waits for 5 minutes and then customer cancels the booking.

How will this benefit? (For Partner care)

• The driver can start for customer location after the booking is received, without fear of cancellations due to long ETA.
• Reduce Driver calls being made to the customer to confirm the booking.
• The driver should follow Navigation and reach the customer location.
• The driver doesn't need to wait longer than required at customer location leading to better utilisation of the fleet.

Cancellation process for Scheduled Ride in hung state

Please note that the below process is being initiated for Cancellation of scheduled rides in the hung state to ensure that we have faster resolution and no duplication of tickets/actions at BD and PC team.

Below is the revised resolution process based on the mode of the issue being highlighted.

BD office walk-in

• BD team to raise a ticket under “Request > Cancellation Request :: Request by BD”
• Ticket will flow to Ticketing team.
• Ticket will have an SLA of 1 hour.

Partner calls in Partner care

• Ticket will be created by PC team under “Request > Cancellation Request”.
• Ticket will flow to Ticketing team.
• Ticket will have an SLA of 1 hour.

Kindly ensure that this process is followed for all cases hung under scheduled state.

There is no change to the existing process on “Driver Device in Hung State” for ongoing/completed bookings.

For Ola Auto/KP:-

Voice Team: Request customer to cancel via App.

Email Team: Inform customer that cancellation can only be done via App. 

For Outstation Cabs:-

NO TICKET TO BE CREATED: (FTR/FCR)

Voice/Email Team:

1. Educate customer to cancel the ride using App - by pressing on cancel on Track ride screen Or by going to "Your rides" on side menu bar. Searching for this ride and pressing on cancel

2. Inform the customer that there is no option for the advisor to cancel and apologise.