😡 Handling Passenger Complaint (Bad Experience)

The article outlines a three-step process for handling driver-related complaints: first, gather detailed information prioritizing safety, including driver ID, time, location, and specific actions causing issues. Second, validate the user’s concern, launch an internal investigation, offer goodwill compensation, and follow up within 24 hours on any sanctions. Third, log a formal incident report, note that misconduct affects bonus eligibility, and adhere to the policy of acknowledging, investigating, and acting.

1. Information Gathering

• Determine the nature: Safety, Behaviour, or Vehicle? (Prioritize Safety).
• Collect the Driver ID/Name, exact Time, and Location.
• Ask: "What specific action caused the bad experience?"

2. Solution

• Validate the user: "I am sorry this happened."
• Launch an immediate internal investigation (Driver Ops).
• Offer an immediate goodwill voucher/credit.
• Follow-up within 24 hours on sanctions applied (Warning/Suspension).

3. ℹ️ Info Box (Key Details)

• Key Data: Driver ID, Incident Time, Complaint Type.
• Action: Log a formal incident report.
• Remuneration Note: Misconduct affects bonus eligibility.
• Policy: Acknowledge, Investigate, and Act.