Safety Related: Unsafe Ride Experience - Co-passenger Related

Voice/Email Team: 

Obtain the complete details about the incident

1. Ride in Progress: Guide the driver to sort the issue - Dispose the call
2. Ride Completed: Apologize – Record his/her Behavior (Generic Issues) – Dispose the call
3. Ride Completed: Apologize – Record his/her Behavior (Safety Related Issues) – Transfer the call to SRT – Disposition: Other > Call Transfer > Supervisor

Learn: (How to Dispose?)

Email Team:

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

Ticketing Team (Only when ticket is escalated):

1. Verify the issue as described – Validate the case (VOC/VOD if required)
2. If the issue is serious/safety related, assign the case to SRT.

Note: No Refund to be given.

Disposition: Complaint > Safety > Unsafe Ride Experience - Co-Passenger Related & Select Safety Reasons (Harrasment, Violence or Other) (How to Dispose?)