Guidelines For Using TravelThru's Driver App
Driver Events are live updates sent to customers during their trip alerting them to the current status of the driver in relation to the Pickup.
There are five types of events:
| Driver Events | Description |
|---|---|
| I am heading to pickup address | The driver started the job and is on their way to the pickup location |
| I arrived at the pickup address | The Driver has arrived at the pickup location and is ready to meet the customer |
| Passenger on board | The driver has collected the customer and is on their way to the drop-off location |
| Passenger no-show | The driver has waited the allotted waiting time, has made reasonable attempt to contact the customer per our commercial agreement |
| I dropped the passenger | The driver has completed the ride and has dropped off the customer |
All events requested should be registered when the car is not moving. Please ensure drivers are not using their phones while driving.
Driver Events are proven to have a positive impact on customer experience as the customer is more aware of where their driver is and so lowers anxiety of a driver no-show. Therefore, this will improve your Quality scores which will always be a key metric that TravelThru will evaluate partners on.
1. The benefits of sending Driver Events are not only for customers
Providing Driver Events also helps in the event of a customer dispute, should a customer contact us to report their driver being late, or not showing up. We'll have all the information we need to resolve the matter without needing to contact you for evidence.
It is very important that Driver Events are provided with GPS logs (lat, long).
Make sure you turned on location sharing for CBS Driver App before updating Driver Events.
Please watch the video below for more details.
2. Guidelines for updating Driver Events
2.1 Log in
The driver will be given log-in details, including:
2.2 New offers
- When a booking is assigned, the driver will receive the booking notifications via email and app notification. He or she can then accept or reject the booking.
- If a booking is rejected, the dispatcher will get a notification to assign it to a new driver.
2.3 Planned trips
- Once a booking is accepted, it will be moved to the Planned tab from the Offer tab. Here, the driver can access more information, such as guest name, phone number, special request, flight details, etc., to prepare for the upcoming trip.
- 2 hours before the departure/pick-up time, the driver will receive a reminder via both app and email.
2.4 Driver Events
Driver must update Driver Events as he goes.
- I am heading to pickup address
- I arrived at the pickup address
- Passenger on board
- Passenger no-show
- I dropped the passenger off
2.5 Trip updates from clients or passengers
Once a passenger or a client, such as Booking.com send an update request, it will automatically send the notification directly to the driver and he or she can accept/reject the update.
2.6 Passenger's point of view
When the driver is assigned and accepts the booking, driver's information will be sent to the customer via email.
2.7 Finishing the trip
- Once the driver updates the trip to 'I dropped the guest off' or 'Passenger no show', the trip is considered completed.
- Each driver event happens, the driver's coordinates will be sent to Booking.com Taxi system via an API call.
Driver Events are live updates sent to customers during their trip alerting them to the current status of the driver in relation to the Pickup.
There are five types of events:
| Driver Events | Description |
|---|---|
| I am heading to pickup address | The driver started the job and is on their way to the pickup location |
| I arrived at the pickup address | The Driver has arrived at the pickup location and is ready to meet the customer |
| Passenger on board | The driver has collected the customer and is on their way to the drop-off location |
| Passenger no-show | The driver has waited the allotted waiting time, has made reasonable attempt to contact the customer per our commercial agreement |
| I dropped the passenger | The driver has completed the ride and has dropped off the customer |
All events requested should be registered when the car is not moving. Please ensure drivers are not using their phones while driving.
Driver Events are proven to have a positive impact on customer experience as the customer is more aware of where their driver is and so lowers anxiety of a driver no-show. Therefore, this will improve your Quality scores which will always be a key metric that TravelThru will evaluate partners on.
1. The benefits of sending Driver Events are not only for customers
Providing Driver Events also helps in the event of a customer dispute, should a customer contact us to report their driver being late, or not showing up. We'll have all the information we need to resolve the matter without needing to contact you for evidence.
It is very important that Driver Events are provided with GPS logs (lat, long).
Make sure you turned on location sharing for CBS Driver App before updating Driver Events.
Please watch the video below for more details.
2. Guidelines for updating Driver Events
2.1 Log in
The driver will be given log-in details, including:
2.2 New offers
- When a booking is assigned, the driver will receive the booking notifications via email and app notification. He or she can then accept or reject the booking.
- If a booking is rejected, the dispatcher will get a notification to assign it to a new driver.
2.3 Planned trips
- Once a booking is accepted, it will be moved to the Planned tab from the Offer tab. Here, the driver can access more information, such as guest name, phone number, special request, flight details, etc., to prepare for the upcoming trip.
- 2 hours before the departure/pick-up time, the driver will receive a reminder via both app and email.
2.4 Driver Events
Driver must update Driver Events as he goes.
- I am heading to pickup address
- I arrived at the pickup address
- Passenger on board
- Passenger no-show
- I dropped the passenger off
2.5 Trip updates from clients or passengers
Once a passenger or a client, such as Booking.com send an update request, it will automatically send the notification directly to the driver and he or she can accept/reject the update.
2.6 Passenger's point of view
When the driver is assigned and accepts the booking, driver's information will be sent to the customer via email.
2.7 Finishing the trip
- Once the driver updates the trip to 'I dropped the guest off' or 'Passenger no show', the trip is considered completed.
- Each driver event happens, the driver's coordinates will be sent to Booking.com Taxi system via an API call.