Standard Operating Procedure
Driver Operations Manual
The premium PeppCruise driver handbook — operations, safety, EV care and performance.
1
Driver Responsibilities
- Operate the assigned vehicle in line with PeppCruise standards and all traffic laws.
- Treat every passenger with courtesy, dignity and discretion.
- Maintain personal grooming, uniform and vehicle cleanliness throughout the shift.
- Report incidents, complaints or vehicle issues to dispatch within the same shift.
2
Pre-Trip Vehicle Inspection
- Battery / fuel / CNG level check — minimum 80% before shift start.
- Tyre pressure and visual inspection for damage.
- Brake function test on a safe gradient.
- Headlights, indicators, hazard lights and reverse lights operational.
- Interior and exterior cleanliness verified; cabin air freshened.
- Safety equipment: extinguisher, first-aid kit, warning triangle, spare tyre present.
3
Driver Appearance Standards
- Approved PeppCruise uniform, clean and pressed.
- Personal hygiene: bathed, fresh, neutral or no fragrance.
- Professional conduct: polite tone, no smoking or eating during trips.
4
Passenger Pick-Up Procedures
- Arrive 2–5 minutes early and park safely at the pickup point.
- Greeting script: 'Welcome to PeppCruise, I'm [Name] — heading to [Destination], is that correct?'
- Offer luggage assistance for elderly, disabled or heavy items.
- Verify trip via the dispatch app before commencing the journey.
5
During Trip Procedures
- Drive defensively; respect all posted speed limits.
- Phone use only via hands-free; no personal calls during trips.
- Music: passenger preference, low volume by default.
- Communicate route changes or delays clearly and politely.
6
Airport Transfer SOP
- Monitor flight status from 90 minutes before scheduled landing.
- Park at designated waiting area; display PeppCruise name board.
- Assist with luggage; confirm passenger identity politely.
- Confirm destination and trip details before departure.
7
Emergency Procedures
- Accidents: ensure safety, call dispatch, document scene, never admit liability.
- Vehicle breakdown: secure scene, set warning triangle, call road assist.
- Medical emergency: stop safely, call 112 / emergency services, notify dispatch.
- Security incident: drive to nearest police/security checkpoint, alert dispatch.
- Lost property: log, secure, and report immediately for return.
8
Customer Complaint Handling
- Listen calmly without interruption.
- Apologize for the experience without admitting fault.
- Offer to escalate to PeppCruise support and provide reference details.
- Log the complaint in the daily report.
9
Safety & Security Standards
- Seat belts mandatory for all occupants.
- Doors must remain locked while moving.
- No unauthorized passengers or stops outside the trip.
- Avoid high-risk routes flagged by dispatch.
10
Vehicle Charging Procedures
- Charge only at approved PeppCruise charging hubs.
- Park correctly; align with charger lane markings.
- Connect cable per manufacturer instructions; confirm session start.
- Disconnect, return cable, and log charging session in the app.
11
EV Battery Protection Guidelines
- Avoid full discharge — recharge before reaching 15%.
- Avoid sustained 100% state of charge unless required for trip.
- Park in shade where possible; avoid prolonged high-heat exposure.
- Report battery faults or warning indicators immediately.
12
Shift Opening Procedures
- Sign in via app; confirm vehicle assignment.
- Complete pre-trip inspection checklist.
- Verify state of charge / fuel and report variances.
13
Shift Closing Procedures
- Return vehicle to assigned hub on time.
- Park at allocated bay; connect to charger where applicable.
- Hand over keys / app session per dispatch protocol.
- Submit daily report and any incident notes.
14
Daily Reporting Procedures
- Trips completed, total distance, charging sessions.
- Incidents, complaints, vehicle issues.
- Lost property and resolution status.
15
Driver Performance KPIs
- Customer ratings — target ≥ 4.8 / 5.0.
- Trip acceptance rate — target ≥ 90%.
- Safety compliance — zero at-fault incidents.
- Attendance — punctuality and shift completion.
- Professional conduct — uniform, courtesy, communication.
16
Reward System
- Driver of the Month — across each operational hub.
- Safety Awards — for sustained zero-incident records.
- Performance Bonuses — tied to KPI achievement.
17
Disciplinary Procedures
- Verbal warning for minor first offenses.
- Written warning and coaching for repeated infractions.
- Suspension pending investigation for serious matters.
- Termination for gross misconduct, safety violations or fraud.