11 Questions
What should the support team do if a transfer is to be operated in under 12 hours?
Remove the driver and post it in the support_liveops channel
During which time period (in Greece time) can the EM team be unavailable for driver support?
22:00 - 08:00
What action should be taken for rides outside the hours of EM team availability that don't meet the golden rules for removals?
Follow the agreed process
What should the support team do if a transfer is to be operated in under 2 hours?
Remove the driver and post it in the support_liveops channel
For transfers going to be operated after 9:00 in Greece time and falling under golden rules, what steps are taken when EM team is unavailable?
Remove driver, add notes in CRM, post in support_liveops channel
In what cases can the support team use the support_liveops channel to post important information to the EM team?
Regarding a call received by a traveler/driver
When is the Support allowed to remove a transfer from a driver?
When the customer asks to cancel the transfer and it is to be operated within 2 hours
What action should be taken if a transfer is canceled due to blocked roads or extreme weather conditions?
Inform the driver via email
Under what circumstances can a transfer be removed from a driver if it falls under the golden rules?
Customer requests cancellation for a transfer within 6 hours
When can the support team remove a transfer if the flight/ship of arrival got canceled?
Only if the customer asks to cancel or reschedule it for later
In what situations are drivers allowed to repost a transfer in the Whatsapp group?
When they are unable to operate the transfer due to unforeseen circumstances
Learn about the proper procedure for removing a driver using the support_liveops channel for quick communication within teams. Understand the timeline requirements and steps involved based on the urgency of the transfer operation.
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