Passenger Experience
Keep conversations pleasant and professional: Respond Professionally
● 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 required during vehicle operation:
● 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.
Driver Disciplinary Action
Driver Audit Process
6 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.
6. Continue to maintain an acceptance rate above 10%.
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 experience?
Driver Cancellations
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.
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!
Ehail Flow
More information to help you decide Updated Offer Screen:
Trip Provider
Trips are identified by the COMPANY label in the offer card.
Drop-off
The map also shows the estimated time and distance for the offered trip. The purple dot shows the requested drop-off location.
Pickup
The map now shows time (min) and distance (mi) to the requested pickup location, indicated with a green dot.
When you get an e-hail, this screen will pop-up in your tablet.
More information to help you decide
Updated Offer Screen:
The Fare
The Fare for the trip includes Tolls, Fees and Surcharges (if applicable).
Bid on Job
Bid only on the trips you really want to take.
When you get an e-hail, this screen will pop-up in your tablet.
Tentative Offers
Tentative Offers
● Many drivers can see these jobs
● Place your bid
● One driver will be assigned
Scroll through the list to see more offers when you are stopped.
While Moving
For Your Safety
While moving, view two offers max.
When stopped, scroll to view all offers.
Ehail Flow Exclusive Offers
Exclusive Offers
● Sent only to you - no competition
● Accept and get the trip!
● Job Board pauses until you decide.
Bid received
Bid receivedEvaluating
Bid received!
The trip goes to the closest driver.
Arrived at Pickup
Navigate
Tap Navigate to use Google Maps within the tablet to Navigate, keep in mind a SMS with a navigation link will also be sent to your phone.
Route Info
Tap Route Info to review the stops on the trip, if a trip has multiple stops you will notice each stop within the Route Info tab.
Arrived
Tap 'ARRIVED' when you reach the pickup.
Chat Button
The ‘CHAT’ button can be pressed to pull up the chat feature and send message with the passenger.
Driver RideChat
RideChat
Choose from pre-made responses to make communication with the passengers even easier.
When you tap on “Chat” button, these message options will pop-up in your tablet.
Ehail Flow Rider in Cab
Rider in Cab
Press the button to proceed to the next stage of the trip and receive the drop-off location.
After 5 minutes a No Show Button will appear, tap No Show to mark the ride as a Rider No Show and become available for new Ehail trips.
Ehail Flow Rider Confirm
Confirm
Confirm the rider's name before starting the trip to ensure correct passenger identification and accurate fare calculation.
Wrong rider
If the wrong passenger has entered the vehicle, use this button to cancel and remove them from the ride.
‘CONFIRM’ button needs to be pressed before the trip is started or there can be issues with calculating the ride fare.
Complete
Trip Summary
In the trip summary section you can see the breakdown of the fare and tip.
Note:Sometimesthetipdoesnot showimmediatelyasUbertipscan comeinlater.
Summary
Trip Summary
In the trip summary section you can see the breakdown of the fare and tip.
Note:Sometimesthetipdoesnot showimmediatelyasUbertipscan comeinlater.
Tip Processing
Tip Processing
Any tip amount received during the trip may still be processing when the trip completes.
Youwillbealertedofthesetipslater viatheTipUpdatealertorwhen startingyourshift.
Tip Notification
Tip Notification
You will receive this message during your shift when a tip from an earlier trip is received.
Tips can be added by passengers up to 30 days after the trip is completed.
History
Trip History Updates
Look for the yellow icon next to your Tip! Trip History is always updated to show any new tips.
Uber PIN
Some trips will require the rider to provide a PIN.
Uber PIN Rider In Cab
Rider In Cab
Tap RIDER IN CAB to proceed to the PIN
Some trips will require the rider to provide a PIN.
Uber PIN
Enter
PIN
Enter PIN
Type the PIN exactly as the Rider dictates on the Uber app.
Uber PIN
Ensure PIN is Accurate
PIN
Ask them to read the PIN slowly
Uber PIN
Starting Trip
Wait
Trip is now starting wait until the trip details are shown
Uber PIN
Trip Started
Trip Engaged You are now in the trip.
Uber PIN Coming Soon: Multi-Stop Trips
Add and complete multiple stops in a single trip
Navigate Between Stops
Tap ‘Navigate’ for directions to each stop
View All Stops
Scroll through ‘Route Info’ to see each stop in order. Each destination will appear clearly labeled as Stop1, Stop2,etc
Uber PIN Coming Soon:
Edit Destination
Riders will soon be able to update their destinations mid-trip on all Curb Flow rides
Updated Stop
When a passenger edits their destination, the stop will update automatically on your screen — clearly marked as (UPDATED).
New Route Alert
Tap NAVIGATE to follow the new route.
Next Trip Updates
New Updates: Next Trip
Coming Soon:
Edit Destination
Riders will soon be able to update their destinations mid-trip on all Curb Flow rides
You may dismiss a Next Trip offer by tapping on the X button or anywhere outside the offer.
Any Next trip job offers will appear on your Trips screen while you are driving to your drop off.
As you approach the drop off address you will become eligible to accept Ehail jobs that are near the drop off location keeping you busy and lined up with work.
New Updates: Next Trip
Next Trip Ride Chat
Ride Chat is available to you and your next passenger after you’re assigned to your Next Trip!
SMO
Upcoming Screen
Request a trip
If you are interested in selecting a trip, simply press ‘Request Trip’ and the trip will move to the ‘Pre-Assigned’ Tab.
Airport Filter
‘Nearby’ and ‘Airport’ filters allow you to filter Available trips accordingly.
Introducing The Upcoming Screen
You can now request available trips on the ‘Upcoming screen’, which is always available in the bottom menu.
New Offer Notification
New Offer Notification
If you get a job offer while on the Upcoming screen, you’ll now get a notification. Tap on the notification if you’d like to go to the Job Board to bid on it.
Confirming Trip
Confirming Trip
After requesting the trip, tap ‘Confirm’ to verify it is the trip you want to select. Once confirmed, your trip will be pre-assigned to you.
Job Assigned
Once confirmed, the trip will be assigned to you and can be located in the pre-assigned tab.
Available Switch
Pre-Assigned Tab
The pre assigned tab will show you the list of rides that you have chosen for a later time. Click on ‘Details’ to expand the details for the trip.
Available & Pre-Assigned Switch
Use the tabs at the top to switch between any available trips and your pre-assigned trip.
Confirm Your Trip
30 minutes before the scheduled Pick Up Time, your SMO ride will be dispatched to only you. You have the full 12 seconds to Confirm the trip. If you are not available to Confirm the trip then the ride will be dispatched to other drivers.
Importance of Feedback
Understanding Driver Habits
Curb works best when we understand how our drivers use our platform. The more accurately we can address your feedback, the better we can improve the Curb system.
Utilizing Feedback to Improve Curb
Feel free to be candid about what you like and dislike about the Curb system. If something isn’t currently offered on Curb that you would like to see, please let us know! We want to hear from you.
