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Pickup/Drop off Time
Member
Pick Up Time
Members are instructed
to be ready 1 hour prior to their scheduled pickup time. Drivers may pick up
riders earlier than the scheduled pick-up time to account for traffic, weather
conditions, etc.
Member Drop Off Time
Members must arrive at their appointment drop off location no least than 15 minutes prior to their appointment time. Driver can tap the (TI) button located on the driver’s app in the upper right-hand corner to view appointment time.
Contacting Member For Pickup
Drivers are required to call member through the app only, for the purpose of providing members with an Estimated Time of Arrival(eta). Contacting the rider prior to arrival gives you the ability to receive any additional information needed to locate member, i.e., apartment name, building gate codes etc.
Texting Versus Calling
Drivers are NOT permitted to text a Rider for the purposes of giving rider an eta nor to inform the rider you are outside. Contacting members should be made by placing a phone call to the rider via the app. If a member's texts you first you may than respond by text but, encourage members to call you via the app. This will help stop any miscommunication that occurs when people text.
Member Not Ready At Pickup Time
Upon arrival driver must place a call from the app alerting member of their arrival. From that time the member has 5 minutes to come outside, after 5 minutes has passed the driver must place another call to member, if member still does not come out driver can then cancel the trip and mark it as a Member No Show through the app. If a longer wait time is required, driver will be contacted by a Ride Rep.
Unable To Contact Member
On occasions a member can’t be reached for any number of reasons
- Members phone not working
- You receive a busy signal
- Wrong cell or home number
- You get members voicemail (If you get a voicemail, Don't leave a message; hang up and try again)
If driver is unable to reach the member by phone driver must exit the vehicle and Knock on the door or Ring the doorbell, sometimes members do not hear their phone or do not answer numbers that are unfamiliar to them.
If member does not come out after you knock on the door you may then mark them as a No Show. Providing it’s after the 5-minute waiting period. If any more instructions are needed driver will be contacted by a Ride Rep.
Note: Driver must wait 5 minutes the pickup time to get paid for a no show.
