Safety Related: Wrong Driver Came for Pick Up

For City Taxi/Share/Rental/Outstation/Auto KP:-

Confirm with the customer that the driver is not the one allotted

Voice/Email Team:

Check the Booking Status

1. Schedule:- Inform not to Board the cab – Transfer to SRT – Dispose as Other > Call Transfer > Supervisor
2. In Progress:- Inform to DeBoard the cab – Transfer to SRT – Dispose as Other > Call Transfer > Supervisor
3. Completed:- Educate not to Board in such scenarios - Transfer to SRT – Dispose as Other > Call Transfer > Supervisor

Call doesn’t get connected – Raise a ticket (How to Raise a Ticket?) – Complaint > Safety > Accident During Trip & Arrange a Call back through Floor Supervisor 

Learn: (How to Dispose?)

Email Team: 

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

SRT Team: Follow the defined process.

Disposition: Complaint > Driver Related > Wrong Driver Came for Pick Up (How to Dispose?)