How-to Set Up And Utilize Reservation Incidents

Setting Up and Utilizing Reservation Incidents

A Reservation Incident can be anything that might have happen on a trip that could result in additional charges or compensation to the customer including but not limited to: Customer service issues such as being late for a pickup time, Customers damaging a vehicle, A lost or found item and A vehicle accident.

Adding an Incident to a Reservation

1. Open the appropriate reservation.
2. Click on the ‘More’ button in the upper right side of the Reservation screen.
3. Click on the ‘Incident’ option.
4. In the pop up window enter text describing the incident.
5. Click the ‘Save Log’ button.
6. After Saving close the Incident window.

Resolving an Incident

1. Open the reservation that has an unresolved incident.
2. Click on the ‘More’ button in the upper right side of the Reservation screen.
3. Click on the ‘Incident’ option.
4. Add further documentation about how the incident was resolved.
5. Click the check box for Incident Resolved.
6. Click the ‘Save Log’ button.
7. After Saving close the Incident window.

Adding an Incidents Red Flag to the Dispatch Grid

1. Click on the ‘Dispatch’ icon on the toolbar.
2. Click on the ‘Grid Setup’ link.
3. Look for the option labeled ‘Incident Report’ under the ‘Grid Setup’ tab.
4. Click on the check box to the left of the words ‘Incident Report’.
5. Click the ‘Update Dispatch Grid Fields’ button.
6. Click the black ‘X’ at the top right of the popup box to close the window.

NOTE: If an Incident has been added to a reservation a “Red Flag” will appear in the column labeled “incident”. Passing the mouse cursor over the Red Flag opens a text box displaying what was entered.

Adding and Editing a Reservation Incident from the Dispatch Grid

1. Click on the ‘Dispatch’ icon on the toolbar.
2. Right click on a trip to display the Dispatch drop down options list.
3. Click the ‘Detailed Edit’ option.
4. Add or Edit the Incident Report field.
5. Click the ‘Save & Stay’ or ‘Save & Close’ button.

For more information on how to run an incident report please see the Knowledge Base article called ‘Generating a Reservation Incident Report’.