How the Trip Board Works

Carro’s Trip Board offers an advanced and flexible way for customers to schedule luxurious rides in advance, ensuring a seamless and tailored experience. Here’s how it works and the key features that make it exceptional:

Booking a Ride

Advance Booking: Customers can book rides up to three weeks in advance. This allows for meticulous planning and guarantees availability for important events or regular commutes.

Trip Details: When submitting a request, customers need to provide:

• Pickup Location
• Destination
• Duration/Hourly (per hour) or Duration/Per Day (per day)
• Additional Notes for drivers (optional)
• Child Car Seats: Customers can request child car seats and specify the number required.

Publishing Requests: After choosing a car and placing their price, customers publish their request on the Trip Board for drivers to view and accept.

Payment: Payment is made at the end of the trip, ensuring transparency and satisfaction before the transaction is completed.

Special Features

Per Day Limits:

• Maximum and Minimum Duration: The all-day model allows for a maximum of 5 hours and a minimum of 3 hours. Anything over 5 hours is charged at the regular hourly rate.
• Notifications: Customers receive notifications when their ride approaches the hourly limit, ensuring they are aware of any additional charges.

Cancellations

Carro understands that plans can change. Our cancellation policy is designed to be fair to both customers and drivers while ensuring that commitments are respected.

Customer-Initiated Cancellations:

1. Within 6 Hours of Scheduled Trip:
   • Penalty: The customer must pay 50% of the scheduled trip cost.
   • Payment Processing: This penalty is automatically deducted and paid to the driver.
2. Between 6 and 24 Hours Before Scheduled Trip:
   • Penalty: The customer must pay 25% of the scheduled trip cost.
   • Payment Processing: This penalty is also automatically deducted and paid to the driver.
3. More Than 24 Hours Before Scheduled Trip:
   • Refund: The customer receives a 100% refund of the trip cost.
   • Processing: No penalty is applied, and the full amount is returned to the customer.
4. Non-Disputable: Cancellation penalties are automatically processed and are non-disputable, ensuring clarity and fairness in every transaction.

Driver-Initiated Cancellations:

1. Driver Replacement:
   • Procedure: If a driver cannot complete a ride due to personal reasons, they can reassign the trip to another driver after discussing it outside the platform.
   • Notification: The customer will be notified of the new driver’s details, including name and contact number.
   • Customer Rights: The customer can choose to cancel the trip without penalties if they are not comfortable with the new driver. In such cases, a full refund is provided.
2. Impact on Grades: Any cancellations made by the driver will result in a decrease in their grade. The timing of the cancellation will determine the extent of the grade reduction.

Driver Interaction

Trip Board Access: Drivers have a dedicated section called “Trip Board,” where they can view and sort customer requests based on preferred locations.

Customer Contact: Drivers can contact customers directly to discuss trip details before accepting a request.

Approval Process: Once a driver accepts a ride, the customer must approve the driver. After approval, the request is removed from the Trip Board, ensuring exclusivity.

Trip Management:

• Upcoming Trips: Drivers can see all their future booked trips.
• Current Trips: Drivers can manage their trips for the present day.
• History: Drivers can view their past trips for up to four weeks.

Grading System

Carro drivers are expected to maintain a positive outlook and provide exceptional service. To ensure customers receive the best experience possible, a comprehensive grading system is in place:

Customer Grading: Customers can grade drivers based on criteria such as:

• Dressing Etiquette
• Punctuality
• Behavior

Impact on Early Access: The grading system directly affects a driver’s access to new trip requests and VIP pick-up requests. Here’s how it works:

1. 100% Rating:
   • Immediate Access: Drivers with a perfect rating of 100% see new trip requests and VIP pick-up requests as soon as they are posted. This ensures they have the best opportunities to secure desirable trips and provide top-tier service to VIP clients.
2. 80-90% Rating:
   • 20-Hour Delay: Drivers with a rating between 80-90% experience a 20-hour delay before they can see new trip requests and VIP pick-up requests. While still having access to good opportunities, the delay means that higher-rated drivers have the first choice.
3. 60-70% Rating:
   • 24-Hour Delay: Drivers with a rating between 60-70% face a 24-hour delay before accessing new trip requests and VIP pick-up requests. This longer delay significantly reduces their chances of securing the most desirable trips, incentivizing them to improve their service quality.

Grade Maintenance: Grades are reviewed every four weeks. If no issues arise, the driver’s grade resets to 100%.

Driver Reassignment: If a driver cannot complete a ride, they can reassign the trip to another driver after discussing it outside the platform. The customer is notified of the new driver details and has the option to cancel the trip without penalties.

Reschedule Flexibility: Customers have the flexibility to reschedule rides if necessary, ensuring their needs are always met with minimal inconvenience.

By maintaining high standards in dressing etiquette, punctuality, and behavior, Carro drivers can enjoy immediate access to new opportunities and VIP requests. This grading system ensures that only the most dedicated and professional drivers provide service, enhancing the overall customer experience and upholding Carro’s commitment to excellence.