E
Operations

ETA (Estimated Time of Arrival): Estimated Time of Arrival

Definition
The calculated time at which a vehicle is expected to arrive at a specific location (pickup or drop-off).

Overview

Why it Matters

This is the #1 question members ask: "Where is my ride?" Accurate ETAs reduce anxiety and call center volume.

How it Works

Calculated by the GPS/Dispatch software using: Current Location + Distance + Traffic Data + Service Time at stops in between.

Code Comparison

Comparison: ETA vs. ATP (Actual Time of Pickup)

ETA is a prediction. ATP is the historical fact (timestamp) of when it actually happened.

Common Questions

  • Optimism Bias: Software calculating ETA based on speed limits, ignoring that it's 5:00 PM rush hour.
  • Stale Data: A driver stops for gas but doesn't update the status, making the ETA appear 10 minutes sooner than reality.
  • Provide a "Live View" link to members so they can watch the vehicle approach (Uber-style).
  • Configure software to buffer ETAs by 10% to account for minor delays.

Sources

Logistics Glossary