Question 1

How to handle a dispute with a passenger?

Accepted Answer

In your work, you may occasionally face delicate situations. It’s essential to always maintain a professional attitude, even in the event of disagreement. Best practices Stay polite and respectful in all circumstances. Keep calm and avoid any verbal escalation. Do not attempt to resolve the issue directly with the passenger during the ride. What to do after the ride At the end of the ride: Open your Driver app . Use the “Request a call back” option in the Assistance section. An operator will contact you to review the situation and provide support. 👉 You may also find it useful to read the article: Expected quality of service at Allocab .

Question 2

What should I do if I can’t complete a ride that was assigned to me?

Accepted Answer

Sometimes, a ride may be assigned to you when you’re unable to complete it. In this case, you have two options: Redispatch via the app From the Assistance screen in the Driver app , you can request to redispatch the ride. Request a call back (no impact on reliability score) If you want to avoid any impact on your reliability score , follow these steps: Open the ride in the app. Select “Request a call back.” Explain to the operator why you can’t complete the ride. The operator will process an administrative redispatch , ensuring no penalty is applied to your reliability score. If you are a fleet manager If you have a Fleet Manager account , you can transfer the ride directly to another driver in your fleet from your management dashboard .

Question 3

What should I do if the passenger’s luggage exceeds my vehicle’s capacity?

Accepted Answer

Each vehicle category has a limited luggage capacity. It’s important to respect these limits to ensure comfort and safety for everyone. If the luggage doesn’t fit If the number of bags exceeds your vehicle’s capacity: First, try to optimize the available space in the trunk and cabin. If the luggage still doesn’t fit, you have two options: The passenger can order a second vehicle, allowing you to carry part of the passengers and luggage. The passenger can book a larger vehicle instead. In this case, you can declare a no-show through the app. Once validated, you are free to leave the pickup point. Compensation in case of a no-show If you declare a no-show because the luggage exceeds your vehicle’s capacity, you’ll receive a financial compensation. The amount depends on the contractual terms of the ride. These conditions are displayed before accepting each ride in your Driver app , ensuring you know the applicable rule before starting. Maximum luggage capacities by vehicle category Berline, Green, Business Berline: up to 4 checked bags or 2 cabin bags Moto-taxi: 1 cabin bag Van: up to 7 cabin bags or 4 checked bags

Question 4

What should I do if the number of passengers exceeds my vehicle’s capacity?

Accepted Answer

Each vehicle has a maximum passenger capacity that must be respected for safety and comfort reasons. Authorized capacities Berline: up to 4 passengers maximum Van: up to 7 passengers maximum If the number of passengers exceeds the capacity Explain calmly to the group that regulations do not allow you to exceed the authorized capacity for your vehicle. Offer alternative solutions: Ask the main passenger to book a second vehicle. Suggest upgrading to a larger category (for example, a van if the initial booking was for a berline). If passengers insist despite your refusal: Use the “Request a call back” option in the app to notify support. If needed, declare a no-show and receive the corresponding compensation.

Question 5

What should I do if my passenger’s train or flight is delayed?

Accepted Answer

No worries! As soon as the passenger enters their train or flight number, the app automatically syncs with real-time tracking data. How it works The passenger’s actual arrival time is updated automatically (delay or early arrival). The start time of your ride adjusts in your app based on the new schedule. You’ll receive a real-time notification informing you of the change. (Images to be added in columns E and F) What you need to do Simply check your notifications and follow the updated time displayed in your app. The waiting and pickup conditions are always shown before you accept a ride — so you know exactly what to expect. If the delay is significant and you can no longer complete the ride, you can request a redispatch directly through the app, without any negative impact on your reliability score .

Question 6

My passenger didn’t show up (no-show): what should I do and what are the consequences?

Accepted Answer

Sometimes, a passenger may not show up at the pickup point. In such cases, the handling of the no-show depends on the contract terms associated with the ride. Waiting time before declaring a no-show The waiting time and billing conditions for a no-show vary depending on the client and partnership. These details are displayed directly in your app when the ride is offered, before you accept it. (Image 46 to be added) What to do in case of a no-show Wait for the duration indicated in the app. If the passenger hasn’t arrived after this waiting period, you can declare a no-show directly in the app. The ride will then be closed according to the applicable contract conditions, and you’ll receive the corresponding payment. Good to know No-show rules may differ between train stations, airports, and standard trips. You don’t need to memorize these conditions — they’re clearly displayed in the app at the time of pickup. If you’re unsure or encounter an issue, use the “Request a call back” option in the assistance menu. 👉 You’re always protected — the app provides you with the right information at the right time.

Question 7

My passenger is traveling with an animal: what are the applicable rules?

Accepted Answer

t may happen that your passenger is traveling with a pet. Here are the rules you need to follow: ✅ Animal in a bag or carrier In this case, hygiene and safety conditions are respected. You must accept the transport of the animal. ❌ Animal without a bag or carrier If the animal is not contained and you’re not comfortable transporting it, you are entitled to refuse the ride . In that case, you can declare a no-show directly from the app.

Question 8

A passenger damaged my vehicle: what should I do?

Accepted Answer

In rare cases, a passenger may cause damage to your vehicle. If this happens, follow the steps below carefully. Step 1: Stay calm and document the damage Remain professional and polite, even if the situation is tense. Immediately take clear and detailed photos of the damage (interior and/or exterior). Step 2: Inform the passenger Politely let the passenger know that cleaning or repair costs resulting from the damage may be charged to them. Step 3: Submit a claim Send the following to our support team: Photos showing the damage The cleaning and/or repair invoice A brief description of what happened You can send your claim via the driver app (using the Assistance request option) or by email at assistancechauffeur@allocab.com . Step 4: Review and processing by our team Our team will review your case individually to confirm the validity of the claim and the supporting documents. The average processing time is about one month , depending on the complexity of the case. Compensation terms may vary depending on the type of booking (business or private client). You’ll receive a clear and detailed response once your file has been reviewed.

Question 9

What are the waiting conditions and passenger delay billing rules?

Accepted Answer

Waiting conditions may vary depending on: The vehicle category (berline, van, moto, etc.) The type of ride (immediate, scheduled, pool, etc.) The client or partnership agreement linked to the booking Included waiting time Each ride includes a certain number of free waiting minutes at the pickup point. After this period, waiting time fees may apply. Passenger delay billing Beyond the included waiting time, a per-minute charge may be applied, depending on the client’s terms and conditions. The exact rate and free waiting duration therefore vary from one ride to another. Where to find this information You can always view the applicable waiting conditions: In the ride details section of your Driver app , or By contacting support via the Assistance screen if you’re unsure.

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