Call Sign May 2008 - Page 10 - CALL CENTRE CHAT

CALL CENTRE CHAT

Heathrow Terminal 5
Now that Terminal 5 is operating, all pick up instructions are currently telling drivers to park their cab in the car park and to meet the passenger at Arrivals with a name board. This is a temporary situation until such time as a T5 taxi information desk is fully operational.
On the Departure level in the middle of Terminal 5, road markings are in place as is a telephone for radio taxi pickups. Unfortunately, until the taxi desk - which will be sighted on the ground floor Arrivals - becomes fully operational, we will not be using the radio taxi pick up rank. However, in saying all this, if we have to accommodate a passenger with anything different, drivers will be advised.

Canary Wharf
Further to my last report regarding E140 and the possible changes that could be made, it has been decided to leave the working practise of E140 unchanged - which means that at all times drivers must be inside the security cordon to book in.
This will only change when controllers send messages stating drivers can now book in when 15 minutes away. The 15 minutes book-in will only be used when we are very busy. If any driver is uncertain as to what system is in operation, I would recommend they ask rather than guess. E140 has been monitored very closely recently and a number of driver’s call signs have been passed to Allan Evans to issue complaints against. Ignorance will be no excuse when answering the complaint. It is every drivers responsibility to enquire what system is in operation at the time of them booking in.
Countless numbers of messages have been sent to avoid any

misunderstandings and will continue in the future. Booking in inside the security cordons means exactly what it says, with the define line being the cordon barrier so there can be no confusion. Using the excuse of booking in as you were approaching the cordon because you could not see anyone in front of you will not be an acceptable position. While you may not see anyone where you are, there could be another driver booking in correctly at one of the other checkpoints who would find him or herself at a disadvantage. Remember, inside means inside…

Around the island on E140
While on the subject of E140, many of you will have experienced from time to time, account trips from various addresses around the centre of the island being dispatched to E140. Further to the request of drivers to remove these streets from appearing on E14C, E14S and E140, the Board have discussed it in depth and have chosen not to remove them. It was
felt that the pick up addresses are within reach of the lead times of 10 minutes and because it will only apply to our account clients, then the service they will receive will be beneficial to the Society as a whole.

St Pancras Eurostar
The St Pancras Eurostar pick up

has changed. As of 14 April, the Dial-a-Cab pick up point moved to inside the Coach Park area. All drivers who accept trips from St Pancras are to go to the security person positioned at the Coach Road entrance who will ask you to confirm either your call sign or passenger name. You will then be instructed to go to the very end bay, which is number 6. If you park correctly, there will be space for 4 taxis. When it’s busy with coaches reversing, I would ask you all to be extra diligent and give way to those big beasts.
Within the call centre, we are making courtesy calls to each passenger once the trip has been allocated to ensure they know where to find their driver. So we hope to see a big improvement in our service at the station.

Golf days
We are looking to support two-charity golf days this year. The first will be in aid of Variety Club of Great Britain at the West Kent Golf Club on 13 June, while the second will be for the Worshipful Company of Hackney Carriage Drivers, who are holding their day at Nazeing Golf Club on 18 July. Rather than have just one day with 24 players, we will split ourselves between the two and will be inviting 12 drivers to participate at each venue. Entry forms will be available in Driver’s Reception for those of you who would like to play.
When completing the form, please ensure you complete the correct one for you, as filling in two forms will not be accepted. If we get more entries that the required number of players, then selection will go to being pulled from the hat.

Keith Cain
Call Centre Manager
Driver Operations Manager

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