Passenger Experience
Respond Professionally
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 Dash Update
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 Rider Experience
Driver Cancellations
Month over month, we see extremely high 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 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 e-hail passengers tip 23% on trips!
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.
Taxi Butler
Taxi Butler Updates
1. Post Assign Cancellation remains about 40% MoM for Taxi Butler rides.
a. Itisimportanttolimitthese cancellationsastheservicemaybe cancelledifperformancecontinues.
2. Taxi Butler rides will stop being sent to multiple taxis at a time (comingsoon)
How to Maximize Experience?
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.
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.
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
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
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.
Additional Information
Note
You will see the details of the upcoming trip that is assigned to you here.
