Subject: Important Update on Trip Sendback Policies
Dear Wingz Drivers,
I hope this message finds you well. As we continuously strive for excellence, we're providing clarity on some updated policies regarding trip sendbacks. These changes help ensure our members receive reliable transportation, avoiding any disruptions to their critical medical appointments.
Sendback Timeframes and Updated Policies:
72-48 hours from pickup time: This is the optimal period to send back a trip, as it offers ample time to find another provider, ensuring uninterrupted appointments for our members.
48-24 hours from pickup time: Although challenging, sendbacks within this timeframe can be managed. But be wary: frequent sendbacks in this window from an individual driver might warrant account suspension.
Below 24 hours from pickup time: Proceed with caution here. Such sendbacks could lead to account suspension for up to a week or potential deactivation. We do recognize unforeseen events and emergencies. Therefore, valid reasons for late sendbacks will be considered.
The Importance of On-time Pickups & Best Practices:
We cannot emphasize enough the significance of each transport. A missed medical appointment could lead to severe implications for our member's health and well-being. As such, we recommend these best practices:
Punctuality is Paramount: Ensure you arrive on time for each pickup. Avoid cutting trips close, and always allocate extra time for unforeseen delays. Being on time reflects our dedication and ensures trust with our members.
Manage Your Schedule Wisely: Avoid overbooking yourself. While it's tempting to maximize trips, remember the risk of falling behind schedule. Always prioritize quality and timely service over quantity.
Consistent Communication: Initiate dialogue with members promptly upon accepting a trip in the Wingz driver app. If you're struggling to contact them, remember to:
Review Your Trips Daily: As an active Wingz driver, consistently check your app and review your manifest. Keeping tabs on the trips and standing orders you've accepted is pivotal.
Proximity Matters: Avoid accepting trips significantly distant from your residence. Verida expects us to honor our commitment once a trip is accepted. Should you encounter an unresponsive member, you might be eligible for a no-show fee, but under no circumstances should the trip be missed.
Note: If a sendback is emailed within the 72-hour window, anticipate a call from our support team. We'll aim to understand and assist further. Additionally, please be aware that we will begin tracking total trip sendbacks for each driver.
Your efforts and commitment play an instrumental role in upholding Wingz's reputation in non-emergency medical transportation. Thank you for your dedication and understanding.