# Escalation and a named coordinator: who handles what In a Shiv Shakti Tours & Travels contract, every booking, change and problem goes to one number answered 24/7. Large accounts get one named coordinator, each reported issue is confirmed in writing and again when it is fixed, and anything serious can go straight to the owner. - One 24/7 number - Named coordinator - Written confirmation ItemIn the contractDay to dayOffice team, 24/7 numberLarge accountsOne named coordinatorIssuesConfirmed in writing, twiceDelaysYour coordinator called at onceSerious concernsDirectly to the owner The coordinator's name is shared with your company when the contract starts; we do not publish it. ## Who do we contact when something goes wrong? One number, +91 99745 30788, answered 24/7 by our office team, for every booking, change and problem. Large accounts also get one named coordinator. Each issue you report is confirmed in writing (WhatsApp or email) and confirmed again when it is fixed, and safety concerns can be raised confidentially with the owner. - **24/7**: Office line - **1**: Named coordinator, large accounts - **2**: Written confirmations per issue - **Owner**: Direct line for safety concerns Escalation matrices often fail because they have five levels and nobody answers the first one at night. Ours is short on purpose: the office answers around the clock and can act on its own, the coordinator owns the relationship with your company, and the owner handles anything about safety or a serious complaint. The written confirmation at each step means nothing gets lost between a phone call and a fix. ## What does the escalation matrix look like? Three levels, each with a clear job and a written trail. | Level | Who | Handles | | --- | --- | --- | | 1 | Office team, 24/7 number | Bookings, roster changes, delays, backup cars, driver details | | 2 | Named coordinator (large accounts) | Repeat issues, monthly review, route and vehicle plans, SLA reports | | 3 | Owner | Serious complaints, safety concerns (including confidential reports from employees), contract matters | ## What happens after you report an issue? Five steps, with your company told in writing at the start and at the end. - **You report it.** By phone, WhatsApp or email to the 24/7 number. - **We confirm in writing.** A WhatsApp or email confirming what was reported. - **We act.** Backup car, roster fix, driver change or correction of records. - **We confirm the fix.** In writing again once it is resolved. - **Review if it repeats.** Repeat issues go to the coordinator and the monthly review. ## Escalation questions From admin and HR teams. ### Is the coordinator available at night? The office line is answered 24/7 and can act on its own; the coordinator handles the account relationship and repeat issues. ### Can an employee complain directly? Yes. Employees can report a safety concern confidentially and directly to the owner. ### What happens to a driver after a serious complaint? A driver with a serious complaint is taken off that company's route; repeat complaints lead to removal. ### How do we know an issue is closed? We confirm the fix in writing, and the issue appears in the monthly review if you have one. ### Do small accounts get a coordinator? Smaller accounts are handled directly by the office team on the same 24/7 number. ## Related contract guides - [SLA and service credits](https://www.shivshaktitoursandtravels.in/sanand-gidc/transport-sla.html): Measured service. - [Driver management](https://www.shivshaktitoursandtravels.in/sanand-gidc/driver-management.html): Complaints and removal. - [Accident procedure](https://www.shivshaktitoursandtravels.in/sanand-gidc/accident-incident-procedure.html): Serious incidents. - [All contract guides](https://www.shivshaktitoursandtravels.in/sanand-gidc/corporate-contracts.html): The full list. **Short general answers in our [Knowledge Hub](https://www.shivshaktitoursandtravels.in/answers/)** - [Do you provide dedicated corporate travel coordinators?](https://www.shivshaktitoursandtravels.in/answers/corporate-accounts/dedicated-coordinator/) - [Who will be our main point of contact after signing a corporate transportation contract?](https://www.shivshaktitoursandtravels.in/answers/corporate-accounts/main-point-of-contact/) - [Can we establish confidential procedures for reporting safety concerns?](https://www.shivshaktitoursandtravels.in/answers/safety-and-tracking/confidential-safety-reporting/) - [How do you investigate repeated delays on the same route?](https://www.shivshaktitoursandtravels.in/answers/safety-and-tracking/repeated-delays-and-corrective-action/) **Written by [Vaibhaviba Bhavsinh Solanki](https://www.shivshaktitoursandtravels.in/author/vaibhaviba-bhavsinh-solanki.html)**, owner of Shiv Shakti Tours & Travels: GST and MSME registered, 8+ years in business, with cars based near Sanand and an Ahmedabad office in Ghatlodiya. Rates and terms last checked 10 October 2026. Distances are approximate road distances; fares are indicative and confirmed on call. Spotted something out of date? [Tell us](https://www.shivshaktitoursandtravels.in/contact.html). ## Set the escalation path before the first shift Tell us who on your side handles transport. We share our contacts and agree how each kind of issue is handled. --- - Source page: https://www.shivshaktitoursandtravels.in/sanand-gidc/escalation-coordinator.html - Written by: Vaibhaviba Bhavsinh Solanki, owner of Shiv Shakti Tours & Travels (GST and MSME registered, since 2018, rated 4.9 on Google) - Last checked: 10 October 2026 - Book or ask: call or WhatsApp +91 99745 30788 (24/7), contact@shivshaktitoursandtravels.in - Branch: Hansalpur Circle, Becharaji, Near SMG (Maruti Suzuki) Plant, Gujarat 384210 - Head office: B-50, First Floor, Jay Bhanu Society, Gate No. 2, Ghatlodiya, Ahmedabad, Gujarat 380061 - Fares are indicative and confirmed on call; tolls, parking and the 20% night charge (10 PM to 6 AM) are extra.