Safely Pull Over:

• If you are driving, find a safe location to pull over and stop the vehicle. Ensure you are not blocking traffic and are in a secure environment.

Communicate with the Passenger:

• Inform the passenger that the journey has been terminated due to a payment issue. Use calm and clear communication. Offer the passenger to contact Customer Service.

Check for Passenger Needs:

• Ask the passenger if they have any immediate needs, especially if there are children, elderly, or individuals requiring assistance.

Ensure Their Safety:

• Keep them calm and reassured. Explain the situation in a simple, reassuring manner and contact to Customer Service.

• If you need to wait for further assistance, ensure the car is in a safe place and keep the environment as comfortable as possible.

Assist with Alternative Arrangements:

• Help the passenger arrange for another journey.

• Stay with the passengers until they are safely on their way if possible.

Stay Calm and Professional:

• Do not engage in arguments or escalate the situation. Speak calmly and politely.

Explain the Policy:

• Reiterate that the journey cannot continue due to the failed payment authorization and that this is a policy for the safety and security of both parties. Offer the passenger to contact Customer Service.

Contact Customer Service:

• Use the app to contact Customer Service immediately. They can provide guidance and, if necessary, dispatch assistance to help resolve the situation.

Ensure Your Safety First:

• If you feel threatened or in danger, prioritize your safety. Leave the vehicle if necessary and move to a safe location.

Contact Emergency Services:

• If the situation escalates or if there is a direct threat to your safety or that of others, call emergency services immediately.

Notify Customer Service:

• After ensuring your immediate safety and contacting emergency services if needed, inform Customer Service through the app. Provide them with details of the incident and your current location.

Secure the Vehicle:

• Once the passenger has left the vehicle and it is safe to do so, lock the vehicle and secure any valuables.

Assess Vehicle Condition:

• Check the vehicle for any damage or issues that may have arisen during the incident. Document any findings with photos and notes.

Go online:

• If the situation is resolved safely, you may go online & take new journeys after notifying Customer Service and ensuring everything is in order.