Ride Acceptance & Pickup Readiness

Applies To: All VI Hail Drivers

1. ACCEPTING A RIDE = BEING READY TO GO

Drivers should only accept a ride when they are ready and available to proceed directly to the Hailer.

Once a ride is accepted, the driver is expected to:

• Begin traveling toward the Hailer within 2 minutes.
• Proceed directly toward the pickup location.
• Remain available until the Hailer has been picked up.
• Follow the pickup instructions provided through the app.

If you are not ready to leave, do not accept the ride.

2. NO PERSONAL ERRANDS AFTER ACCEPTING A RIDE

Once a ride has been accepted, drivers should not (for example):

• Run personal errands
• Drop off or pick up personal passengers
• Stop for gas
• Stop for food or shopping
• Make unnecessary stops
• Drive away from the pickup location for personal reasons

Drivers should complete personal activities before going online or accepting a ride.

3. HAILER DOES NOT HAVE TO RESPOND

Drivers may send a message to the Hailer when appropriate, but a Hailer's response is not required before the driver begins traveling.

Some Hailers may:

• Be in an area with limited cellular service
• Not receive messages immediately
• Be unable to respond while working, driving, or otherwise occupied

Do not remain stationary waiting for a response.

If you accepted the ride, start heading toward the Hailer and/or contact the on-call/on duty customer support when in doubt.

4. CANCELLATIONS

If a driver accepts a ride but subsequently determines they cannot complete the pickup, the driver should follow the appropriate cancellation procedure rather than leaving the Hailer waiting indefinitely.

Drivers should not accept rides simply to determine whether the Hailer will respond or whether they still want the ride.

Repeated driver cancellations, delayed movement, or failure to proceed toward Hailers may be reviewed as a driver performance or conduct issue.

5. HAILER EXPERIENCE

When a driver accepts a ride, the Hailer receives the expectation that a driver is coming to pick them up.

Remaining stationary for an extended period after accepting a ride can result in:

• Excessive Hailer wait times
• Hailer cancellations
• Missed rides
• Lost revenue
• Poor customer experiences
• Complaints regarding driver reliability
• Reduced confidence in the VI Hail platform

Drivers are an important part of the customer experience and are expected to treat each accepted ride accordingly.

6. EXCEPTIONS

Unexpected circumstances can happen, including:

• Road closures
• Accidents
• Emergency situations
• Vehicle problems
• Unsafe road conditions

If an unexpected situation prevents a driver from proceeding normally, the driver should communicate with VI Hail support as soon as reasonably possible and provide an explanation.

Unexpected circumstances do not include routine personal errands or activities that could have been completed before accepting the ride.

7. DRIVER ACCOUNTABILITY

Failure to follow this SOP may result in progressive disciplinary action based on the frequency and severity of the issue.

First occurrence: Coaching and documentation
Second occurrence: Written warning
Third occurrence: Final warning and/or performance probation
Continued violations: Suspension or deactivation

Serious or intentional violations may result in more immediate disciplinary action.

THE SIMPLE RULE

ACCEPT = READY TO GO.

If you accept a ride, you should be ready to leave and begin traveling toward the Hailer within 2 minutes.

Don't accept a ride if you're not ready to make the trip.