Switching Between Trips
Different Time, Same Event: For moving a transaction between trip times on a single event see here.
Different City, Same Event: For moving a transaction between RP’s on a single event see here.
Between Events: This is something you will need a supervisor to do on your behalf. You will need to alert them via a note in FD that includes:
The Transaction Details page for the transaction that needs to be moved
The Trip Details link for the trip they want to move to
To find a Trip ID, see here.
Changing trip time
Public Trip: If a customer wants a public Rally trip to leave earlier or depart later, we should ask them for context on their request. For example, maybe they are concerned about being able to park and get inside in time or maybe they want to tailgate before a game or concert. Once you fully understand the why, and not just the what, you should escalate to the Head of CX to make a decision (via a private note in Freshdesk). Note: customers also have the option to “Suggest a trip” on the event page, and automatically create a user-requested trip with alternative time options. There is a queue for these requests that are also reviewed by the Head of CX.
Private Trip: If a customer wants to change the time of a private Rally trip they created, then we can certainly do that on their behalf, but we still need to understand the why and make sure they understand that the duration of their trip can have an impact on the price.
Some considerations:
Trips over 13 hours have Department of Transportation (DOT) implications for driver safety
Especially long trips may require multiple drivers or driver rest (including hotel room booking) between the drop-off and pick-up at the destination
Changing bus size/type
If someone calls to change a bus size - something you can’t necessarily do yourself on the back-end - make sure you get all the information you need to pass on that request:
Find out why and in which direction (i.e. bigger/smaller)
Highlight that prices change by bus type, smaller buses and school buses do not have bathrooms or other amenities, and inventory cannot be guaranteed
If they want to go through with the change, add a note to your manager in Freshdesk so he/she can follow up with Ops to find out what’s possible and what the alternative pricing would look like.
Changing the pick-up spot
Our customers are a great way to crowdsource information about good pick-up points for our Rally Points -- i.e. selecting the best spot within their town or city for the bus to actually pick people up.
Before updating the RP: You should look up these suggestions using Google Maps to determine that (1) the address is not a residence and (2) there is, ideally, a large parking lot. If a school or church is suggested, then we should ask the customer to get permission before we set the location. In general, Park & Rides, shopping malls, and Walmart-type lots are good options. Strip malls are tougher because space is more limited.
Once you’ve confirmed the address is not a definite no (e.g. someone’s house), you can update this directly in Intra following details in the Intra Documentation. The input should include both the address and the name of the location if applicable (e.g. Wal-Mart, Park & Ride, etc).
Once this is done and you have responded to the customer, make sure to set the status of the ticket in Freshdesk to “Information Provided - Pick Up Point”. This will notify the team via customer-service channel in Slack.
Hotel Pick-ups
If a rider, especially one with a large group, wants to be picked up at a hotel, make sure that the request is summarized in a Private Note and set the ticket type to BD Follow-up - Hotel Pick-up. This will notify Rob via the biz-dev channel in Slack that we have a request for a hotel pick-up, that he should reach out to the hotel to confirm the pick-up is OK (and hopefully forge a partnership), and the update the agent so they can get back to the rider.