6.5.24 - May CHI Curb Catchup

Passenger Experience

Respond Professionally

Be professional. Be courteous. Be polite.

● Be respectful to suggestions from the customer regarding routes.

● Acknowledge traffic delays, but assure the customer that you will do your best to get them to their destination.

● Share route information such as another drop-off or pickup.

● Share with them GPS information, especially when an alternative route is taken and may not be familiar to the customer.

● If a customer’s request is unreasonable and not within policy, tell them you need to get approval from your dispatcher before you can proceed.

Passenger Experience

Care & Courtesy

Care and courtesy is also required during the operation of your vehicle. This includes:

● Avoiding sudden stops/starts, sharp turns and abrupt lane changes.

● Following posted speed limits.

● Staying off your phone - no exceptions.

● Being aware of potholes and other road conditions that may cause discomfort to the passenger of your vehicle.

● Not engaging in or responding to aggressive driving.

Passenger Transparency

Profile Picture + DMV Photo

Collection

Check in with one of our Curb Representatives to see if you need to upload a profile picture.

Why is it important?

Having a profile picture boosts transparency with the passenger and helps the passenger find you and verify you are the correct cab before they enter.

Did You Know?

Scan to upload now!

Drivers that have a profile picture are seen as more reputable and safer for passengers.

Curb’s Marketing Efforts and Partnerships

Drive Passenger Growth

New marketing initiatives have focused on increasing engagement and acquiring new passengers.

Notable Demand Increase

We have seen an increase in Curb usage from these efforts.

Growth Stats in Chicago

Chicago - # of Trip Offers on Curb Platform MoM 2024

Increase in Trip Offers

We saw an increase in offers and completed trips during the month of March into April.

Curb saw a 97% increase of Trip Offers since Feb 24 through April 24.

Driver Audit Process

5 Tips to Prevent Losing Access to eHail

1. Limit your cancellations. Always read offer card details carefully before accepting.

2. Refrain from completing trips without picking up passengers.

3. Make sure you start trips at the pick up location and end trips at the drop off location.

4. Avoid complaints and negative feedback from passengers.

5. Refrain from converting eHail trips to street hail.

How to Get Off the Audit List?

You will be warned once via email before you are suspended. After the second violation your eHail ability will be turned off. You will need to complete a reinstatement program to be considered.

How to Maximize Rider Experience

Driver Cancellations

Mar/April: Month over month, we see a 15% driver cancellation rate after accepting trips.

Why is it important?

This creates a bad passenger experience & does not meet industry standard expectations.

Did You Know?

There is a ‘Decline’ button on all offers. Please read all trip details before accepting a trip offer, cancelling after accepting may lower your driver score.

How to Maximize Rider Experience Driver Cancellations

Remember:

● Curb does NOT reward offers to the fastest driver to tap Accept!

● Curb rewards offers to the closest driver.

● Take your time observing with the bid time given. EARN MORE WITH EHAIL On average, Curb eHail passengers tip 22% on all trips!

How to Maximize Experience?

More Opportunities, More Earnings!

Introducing Rider Cancellation Fees on Curb eHail trips

NEW: Drivers will be compensated on eligible rider-canceled Curb e-hail trips.

We recognize the pivotal role drivers play in keeping cities moving, and believe it's essential to acknowledge and compensate you for your time when cancellations occur.

New! Uber-Referred Trips for Taxis Dash+

Uber-Referred Trips

Uber trip referrals are now available!

● Exciting news! Uber trip referrals are now available in Chicago!

● Make sure to submit your DMV license photo and SSN to Curb if you have received a SMS from Curb.

● Participating in Uber-Referred trips is OPTIONAL. Drivers are not required to accept any request and can decline or ignore individual Uber trip referrals.

Update

See important Uber-referred trip details & more

Pickup

The map now shows time (min) and distance (mi) to the requested pickup location, indicated with a green dot.

Drop-off

The map also shows the estimated time and distance for the offered trip. The purple dot shows the requested drop-off location.

When you get an e-hail, this screen will pop-up in your tablet.

Trip Requestor

Uber-referred trips are identified by the UBER label in the offer card.

FAQ’s Dash Update

● How do taxi drivers and fleets benefit from this partnership?

More trips means the potential for more earnings for drivers and fleet partners.

● Do drivers have to accept Uber trips? Can drivers decline an Uber offer?

All trips referred by Uber will be clearly labeled to drivers. As with all Curb e-hail requests, drivers are not required to accept any individual request and can decline or ignore individual Uber trip referrals. Drivers can also choose to opt out of receiving referrals from Uber. Opting out does not affect a driver's ability to receive other trip offers from Curb or their fleet/dispatcher, and it has no impact on street hail and line work.

● How do taxi drivers opt-in?

To opt in, drivers will need to accept the Uber Terms of Service and Curb Driver Service Agreement provided to them on their DIM (in-vehicle system). An SMS with a link to the Uber TOS will also be sent to you. If you have not received the DIM message and would like to opt in, please reach out to our support team at:

○ Call: 929-259-8822

○ Email: driver_support@gocurb.com

● What will Uber trip referral prices be?

Taxi drivers will see an upfront fare before accepting an Uber trip referral. The amount taxi drivers see upfront is based on several variables, including base fare and estimated time and distance. To access more FAQ’s, please see link: https://drive.gocurb.com/chi-uber-faqs

You may have received this link via SMS in recent weeks, please read over and feel free to ask any questions.

New! Request Trip Feature Dash+

What is Request Trip

See & accept upcoming trips near you from a live dynamic* list.

The Request Trip feature gives drivers access to a continually-updated list of trips near their location right on their DASH tablets.

How to use Request Trip

1

Navigate to the “Offers Tab” on the Driver App and tap the “Request Trip” button.

How to use Request Trip

You will be able to view a list of available trips near your current location.

Each offer contains important information like pickup time, pickup and drop off location.

Confirming Requested Trip

To add an upcoming trip to your queue, select the trip then tap “Confirm” to proceed.

Additional Information

Note

You will be notified if the trip has been assigned to you.

In the event that a trip becomes unavailable, you will receive a prompt to explore other available trips after one minute.

Review Details For Upcoming Trips

Additional Information

Note

You will see the details of the upcoming trip that is assigned to you here.

Reconfirming Upcoming Trip

30 minutes before the pick-up time, a confirmation screen will appear prompting you to re-confirm the trip by tapping “Accept”, similar to the typical e-hail process.

IMPORTANT! Drivers must honor confirmed requested trips. Cancelling on riders creates a poor customer experience and may be subject to review or penalties.