1. GPS Jamming – Abnormal Fare Increase

Background

There have been instances of GPS jamming, where one of the latitude/longitude points appears far away from the normal route. As a result, the system calculates the fare including that incorrect location point, leading to abnormally high fares.

Advisor Validation Steps

For each case, please verify the following:

1. Driver Route Deviation

• If the driver intentionally took a longer/incorrect route, the adjustment should be processed as per driver error.

2. Customer Requested Detour

• If the customer requested a different route or detour, the customer will be responsible for the fare and no adjustment should be processed.

3. GPS Jamming Scenario

• Navigate to Journey Information → Route Snapshot Section.

• Play the trip video/route playback.

• Check if one latitude/longitude point appears significantly far from the normal route.

If this is identified, it is considered a GPS jamming case, which causes the fare to increase incorrectly.

Action Required

• These journeys must be checked carefully for potential fraud.

• Fare adjustment should preferably be aligned with the initial estimated fare.

Refund Process

• Raise the refund request by filling the refund form.

2. Extra AED 20 Fee Added to Fare

Background

Some customers are being charged an additional AED 20 fee, resulting in a higher final fare.

Advisor Validation Steps

1. Verify the payment mode (online payment).

2. If an extra AED 20 fee is reflected in the trip fare, proceed with the following steps.

Action Required

• Do not escalate these cases to the L1 group.

• Fill the refund form.

• Share the case details with the Team Leader (TL) for refund processing.
  
  SOP Approved by L1 and team.