The Official Newsletter of Aerial Capital Group Ltd ISSUE 38 NOV/DEC 2016
Letter to Plate Owners | PG 8
CTIA News: One Year On | PG 4
Drivers Assisting Passengers with Disabilities | PG 3 driver fatigue management | PG 6 PLEASE LEAVE ME IN THE CAR FOR OTHERS TO READ.
KING CABBIE’S TIPS “Kind words are worth much and cost little. This creates opportunity: when you can’t out-spend the competition, the solution is to out-support them.”
CONTENTS ISSUE #38 NOVEMBER/DECEMBER 2016
FROM THE MD’S DESK
PG2
ASSISTING PEOPLE WITH DISABILITIES
PG3
FLEET NEWS
PG4
DRIVER TRAINING
PG5
LETTER TO PLATE OWNERS
PG6
MYSTERY BOX RALLY
PG7
CTIA NEWS
PG8
EVENTS
PG9
OUT & ABOUT
PG11
COMMENDABLE DRIVERS
PG12
For any enquiries regarding the CabBerra magazine, please call 02 6126 1696 or email marketing@aerialcapitalgroup.com.au
CAPITAL GROUP LIMITED
AERIAL NEWS
FROM THE MD DESK ’s
This month CabBerra covers a number of changes made to Aerial’s taxi business that respond to the new ACT taxi innovation legislation.
New Taxi Camera Program
Drivers and Operators should respond positively to the changes made to driver uniforms and driver training requirements as the changes focus on making things flow with greater flexibility and speed.
Move to 5% taxi surcharge This ACT Government policy change was introduced to our in-car EFTPOS system in Aerial’s fleets over the weekend leading up to November 1st. The upgrade to the EFTPOS system has been completed without any reported difficulties. The 5% sticker changeover has also progressed well. Aerial’s fleet now fully comply with this policy change.
Taxi Plate Leasing CabBerra this month includes a copy of the letter recently sent to taxi plate owners by General Manager, Phil Skipper. Phil’s point is to encourage plate owners to seek information from Aerial (Phil, Company Secretary or Fleet Manger) about current market trends in plate lease renewals. There is a valid concern about the number of new and various parties participating in the plate leasing market using invalid data. Plate owners, before committing to change or renew a lease, should be aware of what the market is actually doing. Aerial is happy to share aggregate market data to help individuals make market based commercial decisions. It is interesting to note that there is still strong interest from taxi operators in leasing perpetual plates at around $400 per week plus GST. It is also interesting to note increased interest in the purchase of perpetual plates at prices of $220,000 or greater.
Aerial has commenced the rollout of a new digital camera system for all taxi fleets. Five Canberra Elite taxis have been involved in a trial, lasting 6 months, and an order has recently been placed to commence replacement of the old camera system in Aerial’s fleets. The new camera system will consist of four camera heads (two internal, one forward facing and one driver side external). The new system complies with and exceeds all current taxi camera standards. The new system is linked to the cloud and can be monitored from Aerial’s base in real time. The system also facilitates rapid Wi-Fi based downloads. The camera management system is based at Aerial’s Canberra office and has a purpose built security management network. The forward facing camera will be used to assist accident, police and insurance investigations.
MARK BRAMSTON, MANAGING DIRECTOR
CAPITAL GROUP LIMITED
02 - CABBERRA THIRTY-EIGHT
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CONTACT CENTRE
Drivers Assisting Customers with Disabilities Imagine that you’re standing in the Woden Bus Interchange not far from the Woden taxi rank. You hear people speaking on their phones and buses passing by with the grunt of their engines. You smell the dark aroma from coffee being brewed in the local café. You start to walk from the bus interchange to the taxi rank. Stop and close your eyes. Start walking again but don’t open your eyes until you reach the taxi rank. See if you can reach the taxi rank without bumping into someone, or walking into a passing bus or ending up on the completely wrong side of the interchange in the opposite direction to the rank. This is just one example of how life can be tough for people with a disability. Disabilities come in many different forms and depending on the disability, can make daily life tasks like going to shops quite tough. People with disabilities can face an onslaught of social stigma, have trouble finding jobs and even suffer the occasional insult from strangers. On top of it all, finding convenient transport can make life even more difficult. Those who can’t drive their own car have very limited transport options in Canberra. They rely on a bus system that presents a number of barriers and potential safety hazards that are not addressed by the current transport planning of the local government. This creates a fantastic opportunity for the taxi industry to fill a void within the transport plan for the nation’s capital. Mobility impairments can make moving through public spaces a struggle and, for some, a heavy crowd at a bus interchange might even be dangerous. Vision impairment affects more than just navigation – reading bus schedules or finding the right platform can be a laborious task or impossible for the completely blind. Mental illness or intellectual disability can make things just as hard and people frequently encounter problems with interpreting signs or direction, unexpected changes or experience severe stress and anxiety in unfamiliar settings. facebook.com/AerialCG
Fortunately, a considerate and professional taxi service can negate many of these obstacles. Drivers can provide vital assistance when picking up disabled passengers from busy public areas like local clubs and restaurants by going inside to collect them. This will negate the need for them to navigate crowds or public areas alone which could help avoid a dangerous situation. Access to employment, education or health services can be significantly reduced for disabled people and play pivotal roles in the daily running of life. Even attending social or community events – meeting with friends or going to your kid’s school fete – can be an insurmountable challenge. From a drivers point of view it should give you a great deal of satisfaction to know that your effort goes a long way towards allowing these passengers to engage with their community. It is also important to remember the financial value that people with disabilities bring to the taxi industry. As a driver you may only receive a $10.00 fare, but remember that passenger is probably taking 2 way trips on numerous occasions within a week. If they were to travel five days a week to and from work at $10.00 a trip, their travel would contribute $5200 a year to the taxi industry. Remember this is for only one passenger. The partnership between people with disabilities and the taxi industry is a beneficial one. However the issue goes beyond financial gain as providing a reliable transport option for people with disabilities is an essential service. Having a thoughtful, professional driver to take a person to work, school, appointments or events can be a crucial part in the daily running of life. So much of the stress and difficulty of public transport is taken off their shoulders. A professional taxi service helps people with disabilities connect more easily with the community and helps them to lead a more fulfilling life.
By, MADDY D CABBERRA THIRTY-EIGHT- 03
FLEET NEWS
An important message about Fatigue management As part of Aerial’s fatigue management plan, an automatic log off function has now been activated in MTData whereby drivers will be logged off after 14 hours of being logged on.
Relaxation of Rules about Driver Uniforms Some relaxation of the driver uniform standards has been made to be more accommodating to drivers and to cut down on some of the initial costs for them in getting a PIN. Uniform trousers will no longer be mandated. Drivers have the option to choose black or navy business trousers (no jeans or cargo) as an alternative to the uniform trouser.
This action will serve as a reminder to the driver that he has exceeded the recommended maximum period of continuous driving and that he should be taking a break.
Those drivers interested in purchasing any of the remaining stock of trousers will find there are bargains to be had so get in quickly.
A detailed fatigue management guide will be available on Aerial’s website shortly and it is recommended that every driver and operator take the time to read this important guide.
The short sleeve polo shirts have proved to be popular with drivers and we have responded to suggestions that a pocket would be a welcome addition. The next order of these shirts will include a pocket.
Many work-related accidents are caused by fatigue and with the long shifts that taxi drivers are regularly faced with, it is the responsibility of both the driver and operator to manage their working hours to get the right balance between work and rest.
Long sleeve uniform shirts will remain as the business shirt. As we order new stock, the logo will change from CTIA to Canberra Elite. Uniforms with the CTIA logo will still be accepted for some time to come.
A fatigued taxi driver risks the safety of himself, his passengers and other road users.
Headgear will include a broad brimmed hat to provide better protection from the sun in line with WH & S standards. You will be advised when these hats are available. The CTIA beanie has been heavily discounted to $5 each so get in early for next winter. Footwear remains as black or brown fully enclosed business shoes.
FLEET MANAGER
04 - CABBERRA THIRTY-EIGHT
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FLEET NEWS
Driver training Following changes made to ACT taxi regulations the Aerial driver training program has now been substantially overhauled. Our aim now is to place the emphasis on learning clearly in the hands of the taxi drivers and taxi operators. Aerial has placed all necessary training material and information on the Aerial web site available to all existing and new taxi drivers. The Aerial training process is now focused on letting people know where and how to access this information and then testing understanding and use of the acquired learning. It is the driver and his/her operator’s responsibility to use these materials and learn. The information for driver training on our website falls into the following categories: •
Jockeying – 10 hrs minimum – Has it been done?
•
EFTPOS terminal – its use and related procedures
•
Taxi Dispatch System – (MTData) How to use it.
•
ACT taxi regulations – Important areas of understanding
•
Bailee: Bailor agreement – samples
•
Customer service – why it is important
•
Aerial’s business rule associated with branding (Uniforms, Airport, Rules etc.)
•
Fatigue Management and WHS
•
Disability Discrimination Act
•
Mandatory service issues – e.g. Guide Dogs in taxis
The new method for granting and introducing new taxi drivers to Aerial fleets is summarised as follows: •
Introductory session (about 45 mins). Here a new driver is given a “Restricted PIN (RPIN)” (PIN - Personal Identity Number used to log on to MTData dispatch system). The session explains where to find Aerial’s training materials, how to access them and how to get help if needed. (no training is done as it is the Drivers responsibility to do this).
•
A Canberra Elite shirt is provided to the driver with the RPIN. It is the driver’s responsibility to acquire a complete uniform (see changes to uniforms)
•
Note a RPIN does not give the driver access to Aerial’s account booked work (Account jobs)
•
To get access to Aerial’s account work a driver must get a FULL PIN. I.e. move beyond the RPIN.
•
To get a PIN the driver must sit a driver test based on the information materials available on Aerial’s web site. This test costs $50 to sit and takes about 60 min to complete.
•
A test explanatory session is available to drivers who want assistance in passing the driver test. The explanatory session cost $200 and covers the following information:
•
What is the test format, Sample Question and Answer examples based on the test, tips and hints on how to pass the test.
•
If the driver passes the test, then they automatically get a FULL PIN (and access to Aerial’s account work). If they fail, then they continue to use the RPIN until they again sit the test and pass.
•
Drivers can choose to do a full driver training and customer service workshop but this is optional. This course will still be available but will only be scheduled when numbers justify the training costs and time.
Change to driver penalties for rule breeches. Driver training and uniform procedures have been changed in line with changes made to ACT Taxi regulations. Following on from these changes there are also changes being made to Aerial’s By Laws (Rules) dealing with penalties. Aerial will no longer use a Marshal program to monitor driver performance on the road. Marshal are currently being advised that this program is coming to an end. Aerial staff will now be monitoring fleet performance, doing various day and night shifts. A new penalty is being introduced which removes access to Aerial’s account work for a period of time. For example, where a driver is seen to be out of Uniform whilst driving, then a message can be sent to the car “Removing access to Account work bookings” until compliance with the Uniform policy is verified. Here the driver will not receive account bookings until the Fleet Manager clears this dispatch limiting block. Fines can also still be applied for out of uniform breaches. facebook.com/AerialCG
CABBERRA THIRTY-EIGHT- 05
6079 16 3rd November 2016
Dear Taxi Plate Owner, I write to provide you with an update on taxi plate leases and sales since ridesharing was introduced by the ACT Government 12 months ago. Whilst ridesharing has made some inroads into the taxi market, the only real evidence of its affect has been on weekend nights. At other times drivers and operators are not reporting any significant downturn in jobs and revenue. Aerial has responded to the challenges it faces with a number of initiatives such as fast tracking driver training to get drivers on the road quickly and making it easier for customers to book and pay the fare. Further initiatives are in the pipeline. Taxi plate leases managed by Aerial are robust with plates being re-leased at around $400 per week plus GST. There continues to be strong demand for plate leases with a list of ninety people still waiting for a plate to lease. This year there have been three ACT taxi plates sold that Aerial is aware of and sold between $220,000 and $240,000. There have also been two enquiries received in recent weeks from potential buyers. This is positive news and points to a renewed confidence in the taxi market. Whilst the taxi industry is responding well to the challenges it faces, unfortunately there appears to be a degree of misinformation circulating which has led to a number of concerned plate owners contacting Aerial about the value of their plate and the security of their leases. Some have also expressed concern about details of their leasing arrangements being requested from a third party. I recommend you consider carefully your obligations under the privacy legislation before divulging any details of your Leasee without first obtaining their permission. Please be assured that at this time there is little to indicate that the value of your taxi plate has significantly diminished, nor is there any indication that the strong interest in leasing plates will not continue into the future. Aerial will continue to work with the CTIA to maintain a strong and viable taxi industry and to protect the value of your investment in it. Should you have any questions or concerns, please do not hesitate to contact me on 02 61261527 or email phil.skipper@aerialcapitalgroup.com.au Yours sincerely,
Phil Skipper General Manager
Aerial Capital Group Ltd ABN 85 116 825 248
06 - CABBERRA THIRTY-EIGHT
‘Ken Lambert House’ 24 Kembla St, Fyshwick ACT 2609
Tel: 02 6126 1500
PO Box 1233 Fyshwick ACT 2609 www.aerialcapitalgroup.com.au
Fax: 02 6126 1549
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AERIAL NEWS
Aerials Servitel Australia & New Zealand Business Manager competes in the Mystery Box 2016 rally This year Greg from Servitel and his brother, participated in the Mystery Box Rally to help raise awareness and funds for the Cancer Council Australia. The Mystery Box Rally is just that, a mystery. Teams of two, in a convoy of 6-7 cars, drove an unknown car along a mystery route over 5 days all in the name of cancer research. The idea is for each team to fly into Adelaide, this year’s starting point with no idea about which car they would drive or the locations of each days’ routes. Greg and his brother Sam, “The Lug Nuts” arrived in Adelaide on the Friday evening and participated in the auction for the car they would drive in the rally. At the end of the night The Lug Nuts successfully bid on a 1992 Ford Laser KH GL Sedan, hoping it would get them through the 5 days of unknown road conditions. On day One teams were presented with their maps for the day. Destination: Wudinna just a lazy 556Kms on open sealed roads. Beautiful countryside included the strange site of the Pygery Bra Fence. This was a barbed wire fence with scores of bras hanging from it to help raise awareness of Breast Cancer. As night fell, Greg and Sam realised their tent, compared to everyone else, was tiny and it was going to be a very ‘close encounter’ sleeping arrangement. On day Two, a new map was provided. Destination: Kingoonya (436kms). No sealed roads here but plenty of goat tracks with mud followed by dusty tracks with rocks. This route took The Lug Nuts through the Gawler Rangers, past Lake Gairdner and into real open outback country. The red dirt was flying, lizards were sunbathing and the cars were going strong. At camp there was a pub, a 6 room hotel and a horse. The campsite was a parking lot for road trains and there wasn’t a tree to be seen for kilometres. This was perfect for the beautiful sunset and night sky.
From there The Lug Nuts headed through the Gammon Ranges, where the colour changed to pitch black with 100kms to go and low on petrol. The relaxing drive became quite stressful but all made it to Blinman in one piece Day 5 was the day they headed back, Destination: Adelaide (480km). The drive back home took them through the Flinders Ranges, Wilpena Pound, Peterborough and other small towns that got larger as they got closer to Adelaide. As they drove into Adelaide, they could see on the horizon, the 1 in 50 years’ storm lashing the capital city. Huge lightning strikes lit the sky as the teams were driving towards them. By the time the Lug Nuts reach Adelaide, the bulk of the storm had past but it had done its damage. No power in not just Adelaide but the entire state of South Australia. Despite the chaos, all teams made it back. On departure from where it all started, The Lug Nuts farewelled their Ford Laser, the beast that carried them over 2500kms without fault and said their farewells to their convoy, “The Dirty Dozen”, knowing that new friendships have been made through this experience. They headed home with some fantastic memories. “It was an amazing event. We really do have such a beautiful country when you leave the city. We met some amazing people in places like Kingoonya and William Creek. And our team, The Dirty Dozen, such great folks from all over Australia. Could not have had better team mates to do this event with. I have to thank my brother, Sam for inviting me to participate. It is something I will remember for a long time...and look forward to doing it again” - Greg Johnson, Servitel Australia & New Zealand Business Manager Aerial Capital Group was a proud sponsor of The Lug Nuts. With over 130 teams and their support teams, the Mystery Box Rally participants and sponsors raised over $760,000 for the Cancer Council Australia.
On day Three, the new map had them heading north-east, with destination William Creek (448kms) via Coober Pedy. This was also the day the convoy would suffer its first car malfunction. Team “Don’t Panic” suffered a large tyre blowout at 90kms on a dirt track, right in front of the Lug Nuts. Fortunately, the driver controlled the spinning vehicle and no one was hurt. William Creek was a fantastic place considering it had a pub, 5 room hotel, an airport and a mechanic. The mayor came out and welcomed the Mystery Box participants, even closing down the highway to hold the night’s celebrations. Day 4 was a day with a stunning route, Destination: Blinman (472km). One of the most scenic days on the rally with small salt lakes dotting the landscape but nothing compared to seeing Lake Eyre South, the smaller of the lakes but still 65m x 24m in size and covered in pure salt. Truly stunning. facebook.com/AerialCG
CABBERRA THIRTY-EIGHT- 07
CTIA NEWS
NEWS one year on It is now twelve months since Uber commenced its operation in Canberra. The past twelve months have no doubt been the most disruptive and uncertain for the taxi industry in Canberra, and indeed, the rest of Australia.
The main role of the companies was to provide the best possible dispatch and communication systems and other services, to enable them to have and to hold the custom of the operators.
Every jurisdiction has been through something called a “review”, but which in reality has merely been an exercise to make Uber “happen”.
The CTIA has long been recognised as the legitimate representative organisation for the taxi industry. Since its inception in 1956, it has always carried responsibility for negotiating taxi fares, rank locations, taxi numbers, addressing taxi inquiries etc. Tony Bryce has diligently attended to these matters for many years.
The Northern Territory, under the former Country Liberal Government, banned Uber, but under the new Labor Government, the ban is likely to be lifted. Uber will commence in Hobart before Christmas. The prices being paid for taxi licences have plummeted in most cities, but in Sydney, the price seems to have bottomed and may be slightly rising. In Canberra licences are virtually impossible to sell, but regarding the price people are prepared to pay to lease a taxi, Canberra has seen no real change. So licence values, as opposed to price paid for a licence, are virtually unchanged. The taxi industry survives, but to think that it will continue to survive if it does not adapt to the new point-to-point transport world would seem to be most unwise. Organisations such as the CTIA and state taxi associations will also need to adapt.
In this new world, the above matters will still need to be addressed, and the CTIA will need to focus more on the people who are actually “hands on”, the drivers, the operators and the companies. This does not mean abandoning the non-driving owners. A main task will be ensuring that taxis solely retain the rank and hail work. The booked work market is the area that will demand more commitment from operators and drivers, and the continuing commitment from networks to upgrade and improves dispatch methods and communications. The CTIA and other state associations are reviewing their roles to ensure proper representation of all sectors of our industry.
They were all taxi owner organisations in the past. Taxi owners were invariably members of a co-operative and were owner-drivers. As the leasing of taxi licences became legal and very popular, the owners’ co-operatives became less relevant to the operation of the taxi industry. Companies were formed to take over from the co-ops, but their clients were the taxi operators (who were not necessarily taxi owners).
08 - CABBERRA THIRTY-EIGHT
CHAIRMAN CANBERRA TAXI INDUSTRY ASSOCIATION
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EVENTS
NOVEMBER - DECEMBER 2016 EVENT
DATE AND TIME
LOCATION
Hyundai A-League: central Coast Mariners vs Wellington Phoenix
12/11/2016 @ 17.35
GIO Stadium
Urban Clan
12/11/2016 @ 15.00
National Portrait Gallery
Country Fair Day
13/11/2016 @ 10.00 to 14.00
National Portrait Gallery
Old Bus Depot Markets - The Jewel of Canberra
13/11/2016 @ 10.00 to 16.00
Old Bus Depot Markets
Canberra Celebrates Women in Wine
15/11/2015 @ 18.00
Avenue C, 65 Constitution Ave
Author Talk with Jodi Picoult: Small Great Things
15/11/2016 @ 18.00
National Library of Australia
Food & Wine in the Laneway
18/11/2016 - 19/11/2016
City Centre
Wanderlust 108
19/11/2016 @ 08.00 to 16.00
Stage 88, Commonwealth Park
A Very Canberra Comedy Festival Christmas
19/11/2016 @ 19.30
Canberra Theatre Centre
Cat Film Festival
19/11/2016 @ 17.00 to 22.00
Old Bus Depot Markets
Canberra Springout Pride Parade and Family Festival
19/11/2016 @ 11.00 to 15.00
ACT Legislative Assembly
Big 3 Car Show
19/11/2016 - 20/11/2016
Queanbeyan Showground
Sesame Street Presents Elmo’s Super Fun Hero Show
22/11/2016 @ 10.00 & 12.30
Canberra Theatre Centre
Canberra Cavalry vs. Sydney Blue Sox
24/11/2016 - 27/11/2016
Canberra Cavalry & Narrabundah Ballpark
The Nutcracker
23/11/2016 - 27/11/2016
Canberra Theatre Centre
Bungendore Quilt Exhibition
26/11/2016 - 27/11/2016
Bungendore War Memorial Hall
Eco-Elves Night Market
02/12/2016 @ 17.00 to 21.00
Canberra Environment Centre
Sparrow-Folk: A Very Nestie Xmas
01/12/2016 - 03/12/2016 @ 20.00
The Street Theatre
Christmas Dog Party
3/12/2016
Murrumbateman Winery
Spilt Milk
03/12/2016 @ 11.00 to 23.00
Commonwealth Park
Canberra Cavalry vs. Adelaide Bite
01/12/2016 - 04/12/2016
Canberra Cavalry & Narrabundah Ballpark
Snowy Hydro Southcare Christmas Gala
02/12/2016 @ 19.00
Exhibition Park
Dance, Dance The Wiggles Big Show
05/12/2016 @ 10.00
AIS Arena
Victoria Bitter ODI: Australia v New Zealand
06/12/2016
Manuka Oval
Circus 1903 - The Golden Age of Circus
01/12/2016 - 10/12/2016
Canberra Theatre Centre
Keith Urban - ripCORD World Tour
10/12/2016 @ 18.30
GIO Stadium
Handmade Market December 2016
10/12/2016 - 11/12/2016 @ 10.00 to 16.00
Exhibition Park
Sunset Cinema Canberra
11/12/2016 - 17/12/2016 @ 18.30
Australian National Botanic gardens
Canberra Cavalry Vs Perth Heat
15/12/2016 - 18/12/2016
Canberra Cavalry & Narrabundah Ballpark
Christmas at the Old Depot Markets
03/12/2016 - 18/12/2016 @ 10.00 to 16.00
Old Bus Depot Markets
Versailles: Treasures from the Palace
09/12/2016 - 17/04/2017 @ 10.00 to 17.00
National Gallery of Australia
EVENTS
Food & Wine in the Laneway Friday - Saturday 18TH & 19TH November 04.00pm @ Bunda Street, City Centre. The event will be lit with festoon lights, local musicians will provide the soundtrack to the evenings and the great street art in Tocumwal Lane will provide the backdrop. The Canberra District’s wineries are headed to the heart of the city over two evenings so you can enjoy the region’s best wine and food without leaving the city limits Image Credit: VisitCanberra
Christmas @ The Old Depot Markets On Saturdays & Sundays in December. Doors open from 10.00am come visit the Markets with the Family and immerse yourself in everything Christmassy! Stock up on everything you will need for Christmas. You’ll find wreaths, table centre pieces, candles, handmade stockings and advent calendars. Image Credit: VisitCanberra
New Year’s Eve in the City Saturday 31ST December @ Civic Square & Garema Place. Civic Square will host an all ages concert for the family from 07.00pm to 12.30am. Garema Place will hold a Dance Party from 09.00pm to 01.00am. Both celebrations are alcohol free and glass free for a safe and friendly atmosphere.
Image Credit: EventPix
10 - CABBERRA THIRTY-EIGHT
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OUT & ABOUT
Cabbies Breakfast
with Crime Stoppers & Visit Canberra
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CABBERRA THIRTY-EIGHT- 11
Commendable
AMBASSADOR DRIVERS & DRIVER POINTS
Drivers
September & October
MAZHAR BAQIR
Your passenger forgot her wallet on the backseat of your taxi when you dropped her out to the airport. She got off her flight in Melbourne and received a call from her husband to advise that you had kindly returned the wallet back to the house. She was not even aware that she had lost it until she received the call from her husband to say you had taken it back. She is very greatful for your thoughtfulness. She wanted to apologise for you having to take time out of your day to return it but appreciates it greatly.
DUSHAN SEDOGLAVICH One of our customers left his mobile phone in a taxi when he was dropped at the Airport, he realised but was not able to contact the driver. He went to the Taxi rank and provided you with the receipt he had obtained from the taxi, with this you were able to find out who the driver was and assist this gentleman in getting is phone back to him before he needed to board his flight. He is very grateful and wanted to express his gratitude for your assistance. Great work Dushan.
CONTACT CENTRE FEEDBACK Last week a customer contacted reception late in the afternoon to report having left her bag in a taxi she had just taken. Reception went through the lost property process but were unable to resolve before the closing of reception hours. The Customer called back and spoke to the contact centre after business hours and explained the situation and that she was unable to come and collect her bag from our location and she was not able to afford to pay the driver any money for bringing the bag back out to her. The supervisor contacted the driver and requested he return the bag back to reception asap and one of the agents in the contact centre that had overheard the issue volunteered to return the bag. This agent lives in the Kingston area and the bag needed to be returned to Charnwood. This was a very selfless act indeed and we thank you and appreciate your commitment.
driver points winners How to earn points? Pickup within 6 minutes = 1 Point | Reject a Job = Minus 1 Point | Recall a Job = Minus 1 Point BING WEI
DHEERAJ KUMAR
VICTOR PINI
KRISHAN PAL SINGH
JAWWAD CHOWDHARY
VARUN SHARMA
KULTAR SINGH
SAVANG PHILAVANH
SANDEEP SINGH
SAN DIEP
ONLINE CUSTOMER DRIVER RATINGS September
8% 2% 4% 12% 74% 12 - CABBERRA THIRTY-EIGHT
RAJVINDER SINGH SADHU
HARMINDER SINGH
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