Los Angeles Driver Update - March 2024

Respond Professionally Passenger Experience

Conversations should be pleasant and remain professional, so avoid having discussions of a personal nature – i.e. don’t share frustrations

● 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.

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.

e-Hail Flow Dash+

The Dash home screen

The home screen shows once you have logged-in with your driver_id and password.

If your meter is vacant, you are able to receive e-hail trip offers while on this screen.

Curb Driver App

To access the Curb Driver Home Screen for additional e-hail functions, press the white “Go To Curb driver” button.

Take your time to consider the offer

Updated Offer Screen:

Fare & Counter

The Fare

The Fare for the trip does not include Tolls, Fees, or Surcharges (if applicable).

Tolls & Surcharges

Tolls, Fees, or Surcharges (if applicable) will be added to the Grand Total at the end of the trip.

Bid on Trip

Bid only on the trips you really want to take.

The Timer

The timer shows the number of seconds you have to “Bid on Trip” or “Decline” before the offer expires. Timer will updated to 12s soon.

You do NOT need to hurry!

Higher fares during peak demand

Updated Offer Screen:

Fare Bonus

Fare Bonus

Green fares with an up arrow indicate that Curb has added a bonus to the fare for this trip.

Bidding on a Trip: No Need to Hurry!

New Bidding Process

All bids are accepted until the timer expires.

Please read the offer carefully before bidding.

Trips are awarded to closest driver after the countdown reaches 0, NOT first to press Bid.

Winning the Bid

If you win the bid, you will see the “Pickup” screen

Cross Streets

Tap here to see the cross streets for the pickup address.

Navigate Tap “Navigate” to use the Google maps to get to the Pick-Up location.

Call Passenger

Dial this number to call the passenger.

Call Support

Dial the Support number and give the agent the Ride ID for help with a ride.

During the Trip

Cross streets

Tap here to see the cross streets for the drop-off address.

Fare

For Flat Fare

trips, “CURB” will display under “fare”

Extras

Applicable Tolls, Surcharges, and Fees will show under “Extras”

Trip Complete

Tap here to complete the trip and see your Trip Summary.

Navigate

Tap “Navigate” to use the Google maps to get to the drop-off location.

Trip Summary

The Grand Total may be subject to post-trip adjustments

Fare Offered

This is the Upfront Fare shown when the trip was offered to you.

Grand Total

This is the total of the fare, plus all tolls, surcharges, and tip.

Adjustments

For certain trips, Tips may be added by passengers AFTER the trip ends.

All trips are reviewed for actual Tolls and Surcharges incurred.

Check Trip History for final Grand total amount.

Trip Summary: with Fare Bonus

Fare Bonus

The green Upfront Fare shown when the trip was offered to you included the Fare Bonus. The amount of the bonus is shown in parentheses ($3.00 for this example).

Grand Total

The Grand Total is shown in green to indicate a Fare Bonus was included.

How to maximize experience?

Driver Cancellations

Jan/Feb: Month over month, we see a 15% driver cancelation 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.

How to maximize experience?

Driver Cancellations

EARN MORE WITH EHAIL

On average, Curb e-hail passengers tip 23% on trips!

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.

How to maximize experience?

More Opportunities, More Earnings!

Introducing Rider Cancellation Fees on Curb e-hail trips

Drivers will soon be compensated $3.00 for 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.

Uber Rider Cancellation Fees

Drivers will also be compensated for eligible rider-canceled Uber trips.

Two Curb Features: New and Coming Soon!

Request A Trip

Always check for possible upcoming trips. Note that once taken, you need to honor the trip by re-confirming 30 minutes before and completing the trip. Cancelling a requested trip after accepting may affect your driver score.

Two Curb Features: New and Coming Soon!

Driver-Rider Chat coming soon

In addition to the calling option, you will have the option to chat with passengers. Chatting can yield a better response rate at times when riders are busy. ‘CHAT’ button can be located next to the passenger phone number.

New! Request Trip Feature Dash+

What is Request Trip 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

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

1

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.

2

Confirming Requested Trip

3

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

You can view your assigned ride in the “Trips” tab.

Additional Information

Note

Next, in the Trips tab, select “Upcoming”.

Reconfirming Upcoming Trip

5 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.

Additional Information

Note

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

How to maximize experience?

Uber rides are coming to Los Angeles!

● Exciting news! Uber rides are coming to Los Angeles!

● Drivers will not be penalized for not accepting Uber trips.

● Rides will only be provided to taxi drivers through Curb, through Curb-Uber partnership.

● Participating in Uber Referred rides is OPTIONAL, but we suggest it as it has helped increase driver earnings.

Uber Offers Screen

After accepting, e-hail flow is same as ehail flow you are used too already with Curb.

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.

The Timer

The timer shows the number of seconds you have to “Bid on Trip” or “Decline” before the offer expires. Timer will be updated to 12s. You do NOT need to hurry!

Trip Requestor

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