Process:


  1. CS receives ADA requests via call, Freshdesk or email from the customers.

  2. CS informs the same to DO within 30 minutes in the format mentioned below:

    1. CS checks the customer details in the Admin Panel under Users Report tab:




  1. Bus Company Details here:

        



  1. DO check the contact info of TP here Partners Contact Info for ADA & Lost And Found and forwards the same email to TP for update.

Sample Email 


Hi Team,

 

We have received an ADA request from a customer travelling tomorrow.

 

The details are as mentioned below:

 

  1. Request type : One of the Four passengers will be on Wheel-chair

  2. Will the customer be on a wheelchair : Yes

  3. Ramp needed to get on the bus : Yes

  4. Will be sitting on the regular seat or wheelchair during your journey : Wheel-chair

  5. Will you be storing a mobility Device in the lower compartment of the bus : No

  6. Ticket reference code OR Customer’s email used for booking: BZX133 / [email protected]

  7. Departure date and time (Bus) : 08/23/19  7:15AM

  8. Departure date and time (Pax) : 08/23/19 12:35PM

  9. Origin city : Norfolk, VA

  10. Pick-up city : Washington, DC

  11. Drop off city : New York

  12. Return date and time : NA

  13. Transportation provider : Frank Martz Coach Company

  14. Phone number of the Passenger : (804) 466-4095 / [email protected]

  15. Date and time of request : 08/22/19 9:30AM


Bus Company Details-

  • Transport Company’s Name:

  • Trip ID:

  • Trip Route:

Please check and make the arrangements.




  1. Once TP approves the ADA request, DO informs within prescribed SLA.

  2. CS informs CX within SLA.