Welcome future new drivers!
With this course you will learn everything you need to know in order for you to start provinding the best transportation service using Elife app.
- Welcome to Elife
- Our platform
- Contact passenger
- Drop off protocol
- Track a flight
- Waiting time
- “No Show” passenger
- Complaints
- Driver behavior
- Service cases
- Presenting official papers & payment information
Welcome to Elife
We're happy to provide with your help the best service transportation. Thank you for join us! Welcome to the Team!
What is Elife?
Elife is a global transportation platform that covers every traveler’s needs in more than 150 countries, 20,000 cities and 1,500 airports worldwide.
We are on the road to becoming one of the most important MaaS (Mobility as a Service) solutions in the world, and we want you to join us in this amazing ride!
Which services can Elife provide?
Elife provides car, sedan, limo, van, minibus and bus services. We cover all travelers' needs with our solutions.
Aiport Shuttle
Bus Rent
Limousines
NEMT
Pet Transport Service
School Bus Transport
Special Event Transportation
Taxi Hailing
Wheelchair Transportation
Setting up the web platform
Adding web platform to the homescreen
Go to www.elifelimo.com/fleet in your phone browser, on the top right of the screen, click on the three dots, select "Add to Homescreen option" and click on ADD. The web platform will appear in your Homescreen.
Onboarding process
You will only be available on the web platform and ready to start accepting rides once you complete the onboarding process. For this, you will have to attend all training videos and pass a short quiz of 25 questions with 90% of the answers correct.
Quiz approved
Once you pass the quiz your profile will be activated and ready to start. You can take the quiz here.
GPS Usage
Always remember to have the GPS active when you use the web platform. We will track your location only during a ride.
Add Elife's local Customer service contact to your contacts
Add the contact number to your phone. This way you can contact us in case you need help or report any unexpected situation.
+1 5103990452 (US)
+52 558 525 0328 (Mexico)
+61 283 114 271 (Australia and New Zealand)
+852 23 194863 (Asia) +55 113 197 5831 (South America)
+44 203 514 9319 (Europe) or email suppliers@elifelimo.com
Want to learn more? Watch the tutorial here.
Using the web platform for getting rides
Sign up process
Open the web platform and enter your credentials. In case you forgot them, please contact our customer center.
Selecting rides
Click accept if you accept the ride in "Rides", or reject it if you do not.
There is also another "available rides" interface for taking orders. Here you can take rides together with all drivers, be sure that you can provide the service at the time and asked area.
All rides listed in the "NEW" tab are services that are only being offered to you. It is very important to check this section constantly.
Only accept rides you can perform to 100% certainty, and take into consideration all comments in the additional comment box and any potential waiting time that may occur.
Accepting rides
ABefore accepting a ride, you must verify information such as the date, time, location, flight number, and the requested type of vehicle.
Dispatching rides/ Driver selection
After clicking "Accept a ride", click "ADD" to enter a new driver. In case you are not a partner fleet administrator, be sure to assign your own profile to the trip.
After accepting the ride
In the "BOOKED" section you will notice a list of all accepted and finished rides.
Want to learn more? Watch the tutorial here.
Using the web platform for service
Comunicating meeting point with passenger
You can communicate with your guests via text, phone or our "meeting point" to meet them at that location.
When ahead to the meeting point
When you're heading towards the meeting point you should go to the ride you're about to complete and click on: "On my way".
At the meeting point
If you reach the meeting point click on "On location" and be sure to complete the "contact passenger training" to do it.
When passenger Board the car
As soon as the passenger gets inside the car, start the ride by clicking on "On board".
When passenger don't show up
Wait for enough service time and the customer still does not show up. click No show, upload No show evidence.
Finishing ride
When you reach the destination point click on "Drop off".
Error click
If you click any of the above buttons wrong please contact qa@elifelimo.com
Want to learn more? Watch the tutorial here.
Contact passenger
First contact
When you accept a ride you must contact the passenger by SMS or Whatsapp with a message such as the following:
Meet & Greet service
"Hello, this is XXXX from Elife, regarding your booking number XXXX.your scheduled pick up time is XX am/pm(8:00AM) on XXX (Nov 28).Your flight is XXXX and will arrived at XXX airport I will be waiting for you at the arrival hall with the sign you asked for. Please present your confirmation voucher when we meet. Feel free to contact me. Thank you for choosing Elife. I’ll see you soon"
Aiport pick up
“Hello, this is XXXX from Elife, regarding to your booking number XXXX，your scheduled pick up time is XX am/pm(8:00AM) on XXX (Nov 28).Your flight is XXXX and will arrived at xxx airport. In order to provide a better service,please confirm this information with me. Feel free to contact me. Thank you for choosing Elife, I’ll see you soon”
Any other service
“Hello, this is XXXX from Elife, regarding your booking number XXXX，your scheduled pick up time is XX am/pm(8:00AM) on XXX (Nov 28). Your pick up location isXXXX. In order to provide a better service,please confirm this information with me. Feel free to contact me. Thank you for choosing Elife, I’ll see you soon”
Contact passenger
When the pick up time comes, you should contact the passenger and tell him you're on your way to the pick up point
If the passenger doesn't show up on time at the pick up meeting point, contact him by making an intermediate call at the mid waiting time and when the waiting time expires.
You must contact the passenger and keep the evidence of the Call/SMS/Whatsapp and be sure you can provide the service as the client asked for it, if the airport you're providing service dose not allow a meet & greet and the client is asking for it please be sure to contact client service to rearrenge with the customer.
Trouble communication
Once you've tried to get in touch with the passenger and without having any reponse because the phone or flight numbers are wrong, or anything else is happening, please contact Elife's local Customer Service.
Drop off protocol
Once you've reached the destination, confirm with the passenger that everything is in order.
Open the passenger's door car and help him with his luggage.
All costs are already included in the paid ride. Don't accept or ask for any tip ever.
Always say goodbye to the customer wishing he is satisfied with the services given.
Inspect the vehicle carefully before leaving the destination point to make sure the passenger took all his belongings with him.
Track a flight
Once you've reached the destination, confirm with the passenger that everything is in order.
Look for the flight number at the booking details on the web platform.
Go to the play store or to the app store and download the app flightradar24.
Choose the free version of the app, it will allow you to search the flight and check the status at all times.
Type the flight number in the search part.
Choose the flight day correctly.
Track the arrival's real time, you will be able to see the schedule and the real departure time along with the landing time on local time.
Type in Google the flight number and you will see the schedule and the real time for departure as well as the landing time on local time.
Waiting time
Airport, train station and cruise terminal
60 minutes
The drivers must wait 60 minutes when they are on a service that the origin is an airport flight arrival.
Airport drop off and other type of rides
15 minutes
The drivers must wait up to 15 minutes at any other service.
“No Show” passenger
When do you face a no show event?
If a passenger doesn't arrive at the point during the waiting time after the booking time expires and the landing flight time is already checked in case it applies, contact local Customer center.
Be sure that you have done everything in your scope to reach the passenger and that you have complete evidence if something happens.
If you click on "No show", be sure you have the complete evidence to prove that you were there at the correct time, at the correct point.
GPS usage
Take a screenshot of the GPS position with the current local time.
Call
Take a screenshot of the call log of the phone or Whatsapp.
SMS/Whatsapp
Take a screenshot of the SMS or Whatsapp message.
Don't save the passenger's phone, in case you have to do it, be sure to provide the contact number and the name you saved in your phone screenshots.
Selfie
In case the service asks for a meet and greet, a selfie photo of the driver with the sign inside the airport at the arrival hall should be taken. It would be better if taken with an airport clock.
All of the above must be provided to reassure a "No show".You must present evidence 72 hours after the service scheduled time if you don't provide it through the web platform you can send an email to qa@elifelimo.com
Complaints
In case you have any concern about the ride, please be sure to contact Elife's local Customer Service. In case the client brings more luggage than the one he booked and it doesn't fit in the car, please provide a photo of the clients luggage and contact Elife's local Customer Service.
More luggage than requested
In case the client brings more luggage than the one he booked and it doesn't fit in the car, please provide a photo of the clients luggage and contact Elife's local Customer Service.
Driver being late with pick up client
GPS with time and location (Arrival and departure)，please make sure the mobile device you have registered with Elife is the same that you use for navigation during the ride.
Wrong Vehicle
Provide 2 car images (inside and outside, both are necessary) and also provide car type and year.
Driver no show
GPS , message screenshot and call screenshot, penalty 200%.
Driver must be assure to be aware to the email and response any kind of doubts about the service.
Driver behavior
This is a list of behavior recommendations.
You must dress professionally and offer bottled water at all times and if you are able, provide WiFi.
Maintain space in the luggage compartment available (empty if possible) to accommodate passenger's belongings.
Make sure the car or vehicle is clean, cozy and matches with the vehicle ride requirements. It doesn't matter if the service (number of passengers and luggage) can be provided with a different car that the client ask for. The service must be provided with the clients requirements at all time.
Avoid to smoke inside the car before you get a service.
Open the door vehicle to the passenger.
During the ride ask your passenger if he would like a specific music or playlist. Also if the environment temperature is comfortable.
Tell the passenger the estimated time of arrival, always considering potential traffic.
If the passenger ask for any change within 24 hours like destination changes, extra stop, extra waiting time, be sure to contact Elife's local Customer Service.
Always, and without exception avoid any distractions.
Service cases
Case #1
Flight on time
Flight is scheduled to arrive at 10:00 a.m.
The pickup time is scheduled for 10:30 a.m.
Confirm that the flight is arriving on time by checking the flight number on www.flightstats.com or a similar service for trains. Adjust the pickup time if necessary.
Arrive at the pickup location at least on time, in this case by 10:30 a.m.
Since the guest receives 60 minutes of complimentary waiting time, wait until 11:30 a.m. in case they are delayed. If the guest has not arrived by 11:30 a.m. and you are not able to reach them, call Elife's local customer center and confirm that the guest is a no-show.
Case #2
Flight delay
Flight is scheduled to arrive at 10:00 a.m.
The pickup time is scheduled for 10:15 a.m.
You check www.flightstats.com and it shows that the flight is delayed 60 minutes, arriving at 11:00 a.m.
Since the guest has scheduled a 15-minute buffer time between flight arrival and pickup time, the new pickup time is now 11:15 a.m.
Arrive at the pickup location at least on time, in this case by 11:15 a.m.
Since the guest receives 60 minutes of complimentary waiting time, wait until 12:15 p.m., in case they are delayed. If the guest has not contacted you or appeared by 12:15 p.m., then call Elife's local customer service and confirm that the guest is a no-show.
Extra information
If the booked ride asks for a meet and greet with a driver sign section selected, be sure to attend the meeting point at the arrival hall with the sign.
You will see that in some rides, special requirements will be asked. Be sure that you can fulfill the service. for example: Baby seat.
Presenting official papers & payment
Presenting official papers
Once you are registered as a driver, you must provide your driver's license and the car's Insurance policy of the car, and when you finish your training with the approved quiz at 90%, you'll be able to provide services with Elife. For more details watch the video above.
Payment
Where?
When you are registered, the company will contact you to obtain your bank account by email, or through the contact you provide to the company.
Frequency
You will obtain your payment every week. In case you want it per month, it can be arranged with the accounting team at accounting@elifelimo.com
Doubts
If you have not received your payment for more than a week, please contact us at accounting@elifelimo.com.Any doubts regarding your payment will be attended by email at accounting@elifelimo.com Be sure to provide the ride ID you had trouble with.
Ready to take the quiz?
Remember you need to take all the course first in order to take the quiz.
Take QuizGot any questions? Send us a message and we will be happy to help you: supplieroperation@elifelimo.com