How we handle incidents

Every incident is information about how we work. This is the commitment we treat it with — to you and to our team.

We investigate facts, not blame

We reconstruct what happened with data: the service, the schedules, the vehicle GPS and the driver's actual working day. First what happened; only then, why.

We listen to every side

Your account, the driver's and the coordinator's who planned the service. Nobody is singled out on a single story: every incident has more than one angle, and we collect them all.

We tell error apart from intent

Honest mistakes are not punished: we fix what made them possible, because someone who errs doing what anyone would do in their position is not to blame — the position is to improve. Only deliberate negligence is treated as such. This is what human factors calls a «just culture», and it is the only way problems surface instead of hiding.

Every incident leaves something improved

Every upheld case produces a concrete action — training, a procedure change, a technical improvement — with an owner and a deadline. And we measure whether the same failure repeats: if it comes back, the action was not enough and it gets reviewed.

What you can expect

A ticket number and a private link by email as soon as you write.
Replies are written by people, not bots.
A reasoned resolution in writing: what we found and what we decided, also when we do not uphold your claim.
If you disagree, replying from your link reopens the case. If after reviewing it again we stand by our decision, we will tell you so definitively, close the case to further replies and point you to who you can turn to.

Something to tell us?

Open a ticket