Other Travel Aggregators (OTA and their Processes)
OTA’s are similar search engines or booking aggregators that combine information about bus transportation providers and assist in bookings.
Different OTA with us -
1. Wanderu (wanderu.com)
2. Omio (Go Euro) (omio.com)
3. Bus Bud (busbud.com)
We have a separate Best Bus Reschedule, Cancellation, and Missed Bus Policy for Best Bus and we are an OTA for them. All the policies and processes for Best bus are shared in a different section of the document.
How do we check if a ticket is booked via OTA?
Under the admin panel, in the user report, one can check the source of the booking and the purchased from section. PFA the screenshot for your reference - Once a passenger books a ticket with us, through the OTA platform. A ticket is shared with the passenger on their registered email address automatically.
Policies to follow during an OTA Booking (During general Scenarios)
Refund - We do not refund the source account for any passenger if booked through OTA. Only wallet credits are initiated when a passenger requests a refund. We cannot initiate a source refund as per our policy.
Cancellation (Not applicable for Best Bud) - As per our cancellation policy, if your scheduled departure is more than 30 minutes away, we can cancel the trip but the refund will be initiated in the OurBus wallet.
How to initiate a refund through OurBus wallet credit -
Step 1 - Cancel the ticket through the user report of the passenger through the admin panel.
Step 2 - Initiate a transfer to the wallet and approve and inform the passenger.
If the cancellation is within 30 minutes, no refund or wallet credit will be initiated.
Missed Bus Policy - (Not applicable for Best Bud) - When a passenger misses a bus and reaches the team within 24 hours post missing the bus. We will initiate a missed bus coupon.
How to initiate a missed bus coupon -
Step 1 - Cancel the ticket through the user report of the passenger through the admin panel.
Step 2 - Release the seat and Initiate a missed bus coupon of 50% ticket value and inform the passenger that they will receive the coupon through an email on their registered email address.
Policies to follow for an OTA Booking (Code Red/OBIC Scenario)
Code Red/OBIC Scenarios - A refund to the source is initiated for all OTA passengers as well when a trip is met with Code Red or OBIC.
If a passenger reaches out because he is not comfortable with the OurBus-initiated Changes, we process a refund for the passenger.
Refund Process for OTA in cases of Code Red/ OBIC - A mail is initiated through the agent OurBus Gmail account to the OTA platform keeping CSR in the loop.
Emails Address of OTA’s
Wanderu - [email protected],
[email protected] and cc [email protected]
Bus Bud - [email protected] and cc [email protected]
Omio - [email protected] and cc [email protected]
Email format for initiating a refund to OTA -
Hi Team,
Please refund the following:
Email of the Passenger:
Pass Reference:
Reason:
Regards,
Best Bus and other cross-selling aggregators -
How do we check if a ticket is a Best Bus ticket?
Best bud (DC Trails) is a business for which we are an OTA. In cases related to DC trails, most policies are to directly inform the passenger to connect with the Best Bus Team.
(Screenshot to be added)
Policies to follow
Refund Policy (Best bus) - We cannot initiate a refund for a Best Bus Booking. We need to ask the passenger to directly connect with the Best Bus team.
Contact detailed for Best Bud - (888) 888-3269 or https://www.bestbus.com/site/modules/contactus/?fi=259
Cancellation/ Reschedule Policy - As per our cancellation policy, if your scheduled departure is more than 60 minutes away, we can cancel the trip and reschedule them to any of the Best Bus future trips from any route.
Missed Bus Policy - Once a bus is missed, the ticket will be forfeited and the customer will only be able to reschedule the ticket on the same day for the same route with the best bus. However, if it is the last trip of the day, we can reschedule the same for the first trip with the best bus the next day. No Refund or missed bus coupon will be issued.
The passenger will be able to board the bus by showing their previous ticket.
We can also share the Best Bus contact details with the passenger for additional information -
Contact detailed for Best Bud - (888) 888-3269 or https://www.bestbus.com/site/modules/contactus/?fi=259