Operational communication should help the next person understand the trip and the action already taken.
- Confirm the message belongs to the reservation you have open.
- State the operational fact, decision, or follow-up clearly.
- Use the platform area intended for that communication so it remains with the workflow.
- Avoid copying unnecessary personal information.
- Never place passwords, access tokens, full payment card data, or secret credentials in a message or note.
When coordinating with an affiliate, distinguish what was requested, what the partner confirmed, and what still needs action.
Use the right reference and note
The affiliate section’s References shows the partner’s reference and your reference with that partner. Use the copy control beside the value you need. The affiliate reference badge on the Dispatch board also copies the displayed partner reference. Include enough context for the recipient to identify the trip, and check which partner you are contacting when a reservation was received from one company and sent onward to another.
Pickup instructions selected from a saved passenger or account address prefill the pickup’s note for the driver. Review that note before saving, particularly after changing the pickup address. Instructions for an intermediate stop or drop-off must be checked separately.
A Dispatch note is also a possible Needs Attention condition. Keep the note concise and useful to the next dispatcher; a passenger note or billing note serves a different purpose. Use Work the Needs Attention queue to review warnings and record their resolution.
Choose who receives booking emails
On a new booking, the Confirmation email section sets who receives the confirmation. Passenger, Booker, and Account contact start ticked when they have an email address; use Add address for anyone else. Customers who opted out of booking confirmation emails are marked with an alert icon and start unticked, so check before ticking them. The reservation guide covers the details, including Send quote offer.
To email a document later, open the booking and select Send. Save or discard any edit first.
- Under Document, check the document: Confirmation, Receipt once the booking is closed, or Quote for a quote.
- Under Send to, review the recipients. They start ticked when they have an email address; opted-out customers are marked and start unticked. Select Add email to add another address.
- Select the send button, which shows the number of recipients, for example Send to 2.
Emailing the Quote document counts as offering the quote, so the customer’s accept link works. A rejected quote cannot be sent.
Answer customer questions about booking online
Use these points when a customer asks what they should see in the customer portal or booking app:
- Signing in: customers sign in with their email address and a 6-digit code sent by email. There is no password to reset.
- Booking and checkout: vehicle choices show how long cancellation is free, checkout shows the cancellation policy that applies, and customers agree to your published Terms and Conditions before paying. See terms and conditions.
- Tracking: once a driver is assigned, My Bookings shows Track. The trip page shows the driver, the vehicle, and an ETA, then “Your driver has arrived” when the driver is on scene. The driver’s position appears on the map once they are on the way; a position older than 5 minutes shows when it was last seen.
Follow up on affiliate charges
Review the affiliate’s reported charges and any difference from the agreed price on the booking before discussing settlement. Check Settlement → Payables for the related payout details. A price agreement, a recorded payout, and a completed trip are separate facts; state which one you are confirming. Continue with the affiliate workflow for price changes and reconciliation.