Blocking user rides after service violations

The product feature blocking user rides after service violations allows administrators (operators) to configure ioki Platform to automatically block passengers if they commit a service violation. Depending on product settings, this can include:

  • no-shows: not showing up at the pick-up point for a set number of trips within a specified period of time
  • late cancellations: cancelling the ride after a configured time threshold from the pick-up time

How a user is blocked

When a service violation is recorded on a ride, ioki Platform counts the user’s unacknowledged service violations of the configured types within the product’s timeframe. If that count goes above the configured maximum and the user is not already blocked for the product, the user is blocked. The block starts immediately and runs for the product’s configured block duration, after which the user is unblocked automatically. Administrators can also unblock a user manually before then.

All of these values—the maximum number of violations, the timeframe, the block duration, and which violation types count—are set per product. See service violation blocking for the settings and worked examples.

The user is notified

When a user is blocked, ioki Platform notifies them right away in ioki Passenger App, and by SMS or email where the user’s notification settings allow it. The message tells the user that booking is temporarily suspended because of missed rides or late cancellations, and states the date when booking becomes available again. The email version also includes a reminder to cancel rides in advance when they can no longer travel.

A blocked user who tries to book before the block ends cannot create the ride and is shown the message: “You missed too many of your booked rides or have too many late cancellations, please contact support”.

Activate this feature

Roles: Super Admin

  1. Navigate to the management settings of the product.
  2. Within the Product features section, select the checkbox Supports service violation dependent blocking of user rides.
  3. Select Save.

This feature applies retrospectively to past service violations. If you enable it on a product where service violations were already tracked, users may be blocked immediately based on their history. To prevent widespread immediate blocking, consider phasing in the feature. Start with a smaller timeframe to consider and gradually increase it — for example, by 7 days each week — until you reach the target timeframe.

Configure this feature

This feature can be configured within the section Service violation blocking in the tenant settings of a product.