Booking Intelligence is a quality assurance feature that automatically detects potentially misbooked requests. It helps dispatchers and booking agents catch common booking errors such as duplicate trips, AM/PM mix-ups, address typos, missing accessibility features, and missed cancellations before they cause issues for riders and drivers. This also directly impacts the On Time Performance and aimed at reducing No Show rates.

Booking Intelligence works in two ways:

Booking Intelligence checks for five types of potential booking errors:

The system flags a request when the same rider already has another active booking with the same pickup or dropoff address, departing within 30 minutes of the new request.

What you'll see:

"The rider already has another request with the same [pickup/dropoff] address that departs within [X] mins of this one."

What to do: Review whether the rider actually needs two trips. The warning includes a link to the existing request so you can compare them. If it's a genuine duplicate, cancel one of the requests.

The system compares the booked time against the rider's travel history. If the rider consistently travels at a specific time (e.g., 9:00 AM) and the new booking is at the opposite time period (e.g., 9:00 PM), the system flags it as a potential AM/PM mix-up.

What you'll see:

"This request is booked for [booked time], but the rider has [X] past trips at [suggested time] and none at [booked time]."

What to do: Click "Change to [suggested time]" to correct the time, or ignore the warning if the rider intentionally booked at the different time.

Note: This check requires the rider to have at least 5 historical trips to establish a pattern.

The system checks whether the rider has accessibility features set in their profile defaults, or has consistently used specific accessibility features (in 80% or more of their recent trips). If those features are missing from the current request, it flags the booking.

What you'll see:

"The rider frequently uses [feature(s)] which is missing on this request."

What to do: Click "Add" to add the missing accessibility features to the request, or ignore if the rider confirmed they don't need them for this trip.

The system compares the entered addresses against the rider's frequently used addresses (used 2 or more times in the last 30 days). If an address looks like a typo — slightly different from a known address — the system flags it.

What you'll see:

"[entered address]" is similar to the rider's frequently used address "[suggested address]"."

What to do: Click "Change Address" to replace the address with the suggested one, or ignore if the entered address is correct.

When a rider's outbound trip is cancelled (due to a no-show or rider cancellation), the system checks if there is a corresponding return trip later the same day. If the return trip hasn't been cancelled, it flags it as a possible missed cancellation.

What you'll see:

"The outbound trip ([pickup] → [dropoff]) was cancelled due to [no-show / rider cancellation]. This appears to be the return trip."

What to do: Review whether the return trip should also be cancelled. The warning includes a link to the cancelled outbound trip. Contact the rider if needed to confirm.

If a request was already created and later flagged by background analysis, you can find and review it in several places:

The Live Requests view includes a "Misbooked" column showing the count of requests that have been flagged for review. Click the count to filter the request list to only show flagged requests.

Tooltip: "Automated quality checks have identified these requests for review. They may have been created with incorrect times, locations or accessibility features."

Two additional columns are available in the request list:

When viewing a flagged request, a yellow warning banner appears at the top of the page showing the misbooking reason and description. Click "Dismiss" to mark it as reviewed once you've taken the appropriate action (or confirmed no action is needed).

The AM/PM error and accessibility features checks require the rider to have at least 5 historical trips within the last 30 days. The address typo check requires the rider to have used an address at least 2 times in the last 30 days. Duplicate and missed cancellation checks work immediately with no history requirement.

Yes. Warnings are informational — you can choose to fix the issue, ignore the warning, or proceed with creating the request as-is. The system is designed to assist, not block.

The misbooking status changes to "Dismissed" and the warning banner is removed from the request detail page. The record is retained for reporting purposes.

If conditions change (for example, a related trip is cancelled), the system may re-analyze and update the misbooking flags. Previous flags are replaced with updated ones as needed.