Ride Related: Long Route Due to Co-Passenger Pick-up/Drop - Ola Share

Voice/Email Team:

1. Verify the Co-Passenger ETA on CRM
2. Select Ola Share Rides>Select particular OSN>Verify (Drop location of Customer 1 & Pick-Up Location of Co-passenger) by using Google Maps > Check the deviation

 Deviation < 15 to 20 mins

1. Convince – It's within allowed deviation
2. Dispose the call (How to Dispose?)

Deviation > 15 to 20 mins

1. Cancel the Co passenger Booking – Advise the driver to continue the journey
2. Call the Co passenger – Apologize – Request to make a new booking
3. Raise a Ticket – Describe the issue – Inform TAT “Within 48 hours” (How to Raise a Ticket?)

Email Team: 

1. Follow the steps mentioned above
2. Submit the ticket as the"I need to Escalate this Ticket" and send an acknowledgement email to the customer (How to Solve/Escalate the Ticket)

Tech Team (only when ticket is escalated):

1. Verify the issue as described in the ticket.
2. Get additional info from the customer if required.
3. Create a JIRA ticket to Tech Team with full details of the issue. (How to raise a Jira Ticket?)
4. Follow up with tech and monitor the closure of the issue.
5. Once the issue is solved, submit the ticket using the macro 'I am solving this ticket' with the details of the resolution. (How to Solve/Escalate the Ticket)

Disposition: Complaint > Ride Delayed > Long Route Due to Co-Passenger Pick-up/Drop (How to Dispose?)