First off, please ask the customer for a Booking ID/ ticket reference code or his registered mobile number/email address so you can access his/her account to assist them.  

Once we have any of the unique information, please follow the process below to view their account:

Step 1: Please open the Admin Panel and Log In. https://admin.ourbus.com/admin

Step 2: Navigate to the ‘Report’ section on the bottom left in the Admin Panel and select ‘Users Reports’ under that. https://admin.ourbus.com/report/users

Step 3: Enter the customer's contact number or a pass reference (ticket code) or an email address to view the account details.

Step 4: Click on ‘Get Report’  to view it. And then further click on See details.


Once the account is open, Check the trip provider/operator's name by clicking on ‘Trip ID’. And also check when the trip is scheduled and whether it’s on the same day or not. 

If there is another bus for that day then follow steps below, else skip this step.
Check for the next bus which is departing from that city (In case of NYC, double check if the bus missed was from Madison Ave. and the next bus is from PABT or vice-versa). Mention the different available departure times to the customer and ask them which one they’re interested in
Note: If any coupon was used to book the ticket, then refer to the scenarios here

1. If the bus is sold out then inform the customer about the same and tell them that we can put them on standby and they can board in case someone else does not show up for that bus

  1. If the customer opts for this option, then reach out to dispatch informing them that there will be a customer who will be boarding xyz bus on standby so that the same can be communicated to the driver of that bus


  1. Release the customer’s seat for the trip that they missed

2. If there are seats available on the next bus, then tell the customer that for the bus they missed, we can give them instant credit in their OurBus Wallet for the amount they paid and they can use that credit and book ticket on the next bus

Note: proactively inform the customer that they have to pay the fare difference, if at all any

  1. In case the customer says that they cannot afford the ticket on the next bus and are adamant to get a ticket for the same price

  2. When more than 45 seats are sold on the next bus

    1. Tell the customer that we cannot help them unfortunately and they would have to book a ticket to board the bus. Also, tell them that very few seats are left and they should book quickly to ensure that they can get on that bus

    2. If the customer still doesn’t agree, check with your manager to see if we can issue a courtesy coupon

  3. When less than 45 but more than 30 seats are sold on the next bus

    1. Issue a courtesy coupon of $5 so that customer can book a ticket on this bus

    2. Tell the customer that this is a one-time courtesy coupon only

  4. When less than 30 seats are sold on the next bus

    1. Tell the customer that they can board the next bus for free

    2. Reach out to dispatch informing them that there will be a customer who will be boarding xyz bus so that the same can be communicated to the driver of that bus



i. When the transportation provider is Best Bus/DC Trails

Process: If the transportation operator is Best Bus/DC Trails, the normal missed bus process would not be followed. Please follow the below steps instead:

1. On the OurBus website, search for the upcoming BestBus journeys taking the same route on the same day.

2. Book a ticket for the passenger using a coupon on the next available BestBus trip on our website using the customer's email address so that his/her name reflects on the passengers' list of this trip.

3. Release the seat of the previous ticket on which the customer missed the bus.

IMPORTANT:

  • If sufficient seats are not available on the next BestBus trip, check with Dispatch if it is possible to increase the capacity.

  • If the missed bus was the last BestBus trip of the day, offer the passenger to travel on the first BestBus trip the next day. No other trips would be offered.

  • No other compensation is to be provided.

NOTE: Ensure that the customer has provided consent/approval for the ticket to be purchased at the new departure times.


Ii. When a customer reaches out to us on the same day (before 11:59 pm) after missing their bus.


Process: We can offer them a coupon for 50% of the ticket price that was paid using the original payment method. To accomplish this, one needs to perform the following actions: 

1. Navigate to the ‘Report’ section on the bottom left in the Admin Panel and select ‘Users Reports’ under that. 

2. Enter the customer's contact number or a pass reference (ticket code) or an email address to view the account details.


3. Click on ‘Get Report’  to view it. And then further click on See details.

4. In the ‘Ticket History’ section, search the customer's ticket reference code for the missed bus.


Please note: Before we process any Missed Bus Coupons, please ask the customer if they are comfortable having an alternate bus for the same trip later that day.

Check for available buses from www.ourbus.com and ask the customer to book the tickets and you can share the Missed Bus Coupon, if the customer agrees for the same.

If the customer, is not happy with the solution, please pitch for Missed Coupon only. (For further compensations, please connect with your Supervisor to understand the compensation chart)


5. When you have verified the ticket code, navigate to the ‘Cancel/Refund’ column on the right

6. Click ‘Cancel Ticket’ and then choose ‘Missed Bus’ as the reason.

7. When you choose ‘Missed bus’ as the reason, the refund mode option changes to ‘Release Seat’.

8. The percentage would be 50% and the option to ‘Generate Missed Bus Coupon’ would be ‘Yes’.

9. After verifying the details, click on ‘Approve’.

10. The created coupon would be sent to the registered email address of the customer.

PLEASE NOTE

  • No credit will be given for any discount coupons (OB Select etc) used on the ticket.

  • This missed bus policy is only applicable when the customer notifies us on the same day of their travel

Iii. When a customer contacts us on the next day (after 11:59 pm on the departure day) to report a missed bus.

Process: If a customer notifies us of missing the bus on the next day, we will not provide a coupon or any other compensation. 

If the customer disagrees, kindly get in touch with your superior to take a final call on the matter.

Exceptional Scenarios: If it’s a first time user, we can offer a 50% coupon as a courtesy. 

iv. The customer demands a refund or full-price coupon instead of the 50% off missed bus coupon.

Process: Escalate to lead under customer journey