Operators helping each other

A request you cannot answer is a lost call, and today no operator knows how many it loses or why: there may be nobody on duty, the whole fleet may be busy, it may be that nobody wants that job at that price. Three different problems ending in the same silence. That is why the platform has recorded unserved requests with their reason since day one: this feature comes from that number, not from an idea.

The rest is as old as the trade: when you have no car, you ask another operator. What is new is that the hand-over sits inside the tool instead of in a phone call between colleagues. The other operator does the job and the other operator earns it. The customer, though, rang you, and stays yours.

They stay yours because whoever does the job receives from where to where and nothing else: not the name, not the number, not the history. The number reaches the driver who accepted, for the length of the journey, because they have to be able to ring if they cannot find the address. Without that boundary nobody would ever pass a job to a competitor, so it is not a privacy precaution: it is the condition for a network between operators to exist at all.