Cab Cheats Part Two - Feeding

Supposedly, all cab drivers within a particular company are supposed to be working on an even playing field, with all having equal access to calls for service offered by the company. However, in some cases, in some companies, some drivers have a higher earning potential because of a scam known as "feeding."

Feeding is generally defined as a driver being given a call by a dispatcher (or other cab company employee) in a manner other than receiving it through normal methods. It may or not be the result of collusion between the driver and dispatcher, and may or may not result in the dispatcher being "paid off" by the benefiting driver. To understand how the feeding process works, it helps to understand how the "standard" dispatching system works.

At my old cab company, XYZ, and my new cab company, ABC, calls for service are dispatched by a computerized call-to-cab matching system. Each cab has a computer terminal in it, connected to the company's host computer through a radio-modem system. The cab terminal has a GPS antenna, to provide a real time position report to the host computer of where each cab is located. This information is used to determine which cab gets which of the calls that may be available.

Although XZY and ABC use the same basic equipment and software, there are some differences. XYZ uses GPS-based matching, where a call is matched to the closest cab; ABC uses Zone-based matching, where a call is matched to the first cab "up" in the zone the call originates in. Both systems have their advantages and disadvantages. I've worked under both systems, and don't really have a preference of one over the other.

In theory, after calls are entered into the computer system by customer service representatives, the host computer handles the actual dispatching of the calls. However, there is a human operator to oversee the system, and to communicate with the drivers regarding the status of the system.

For example, a call may come up in a zone that does not have any cabs in it, or in any adjacent zones. If the dispatcher left the system to it's own devices, the call might never get covered, because a cab might never match to it, or bid on it. At this point the dispatcher might "advertise" the call, to induce a cabbie to cover it.

For example, the dispatcher might send a fleet-wide message saying something like, "The call in zone 233 has wings!" meaning the party wants to go to the airport. This message should generate interest among the drivers, leading one or more of them to bid on the call, thereby maintaining an adequate level of customer service.

However, rather than sending a fleet-wide message, the dispatcher might send the same message to a select driver, allowing only that driver to have the extra information about the call. Moving one step further along, the dispatcher might just override the matching system, and send the call directly to a particular cab. This is the genesis of "feeding."

Even at this stage, the feeding might be relatively benign. The dispatcher may just be sending the message or call to the closest cab, not a co-conspirator; in a future similar circumstance, another cab may be closer, and it's driver will be favored. The motivation of the dispatcher in this type of case is not to favor a particular driver, or group of drivers, but to favor the customer, and get the call covered. Or, maybe, just get the call covered so he can go smoke a cigarette.

Even though a particular driver isn't being favored, this activity is usually frowned on by everyone involved, simply because it looks subversive. It's generally best to advertise calls, and let the cabbies, through the bidding process, cover the calls based on their own decisions.

The type of feeding that I described above was going on at XYZ company. I know it was happening, because over the period of time that I was there, I was sent calls directly from the dispatcher. I could tell this, because calls dispatched in this fashion were labeled as "Personal" on my cab terminal. The odd thing is, in many of these cases, I would have matched to the calls, if the dispatcher had allowed the computer to do it's job. And here's what confused me the most: while some of the calls were bigger than average, I was never approached by a dispatcher to pay a "commission" for the benefit of being sent the calls. What was the motivation here? I'll never know.

As far as I know, this type of feeding is not allowed at ABC company. Apparently, management thinks it best to avoid the appearance of evil, and just let the matching system do the job. If particular calls aren't getting covered, the dispatchers advertise them, and allow the drivers to decide if they want to go after any particular call. This may tend to degrade customer service in some outlying geographic areas, but does maintain the integrity of the entire system.

Meanwhile, back at XYZ, the feeding continues. Certain dispatchers have made it know that they can be "bought." I never had a dispatcher approach me to pay him a "commission" to get better calls, but I know it goes on. The driver manager himself confirmed this to me. He told me that the "fee" varied from dispatcher to dispatcher involved, from a few dollars a week, to a fixed percentage, like 10% of the value of all "fed" calls. According to this manager, whenever he caught a driver or dispatcher involved in feeding, he would fire them. It seems to me he couldn't fire them quick enough, because the feeding never stopped.

And it isn't just dispatchers who can feed calls. Customer service representatives who actually talk to the customers, and enter call data into the system, can also get into the act. One way a CSR can do this is to take the order from the customer, and appear to enter into the system. However, rather than submitting the data to the system, the CSR can send a cellular text message to a particular cabbie, detailing the call, and then delete the call from the system.

As a matter of fact, in this circumstance, the favored cabbie doesn't even have to work for XYZ. Because XYZ has so many "brands," most customers wouldn't even think to question the name on the side of the cab. They're just satisfied to get their cab. The company might never notice what's going on, because as long as the "call" is covered, the customer is never going to complain about what happened.

But, every once in a while, something does go wrong, and the customer calls back to ask, "Where's my cab?" But in these circumstances, it's just assumed that there was a "glitch" in the system. The customer is then told that no record of their call can be found, but that a cab would be sent to them as quickly as possible.

I know that this type of feeding was going on, because a former employee of the XYZ company, who was a CSR, saw it happen, and gave the details to another cabbie friend of mine. This person told my friend that she could not believe the number of times people would call for a cab to take them to Tucson, Las Vegas, or Los Angeles. Calls like this could be worth literally hundreds of dollars to the driver. She said that in almost all the of the cases that she witnessed, the call never got into the computer system. Someone, somewhere in the company, would "hijack" the calls, and send them to their favorite cabbies.

Not really fair is it? All drivers paying the same amount for the use of a cab, but some drivers, being singled out to get better calls, and make more money with less effort.

Well, I never thought that life was fair. Until I found out about the feeding, i just never realized how unfair it could be in the cab world. Guess that makes me kind of a naive sonuvabitch.

But an honest sonuvabitch.

The next installment of "Cab Cheats" will detail how "Ghosting" works.

I hope to see you out there on the road.

Sincerely,

The Cab Guy