On the day of the trip, there may be a number of bus-related, ongoing concerns, such as:

i. Wi-Fi Issues: On the ‘Lost & Found’ response sheet(https://docs.google.com/spreadsheets/d/1HgdXIewBTVbdTSpC4SLGlYX2yBTMgk0dx3EVKrW3bEI/edit#gid=0), different bus operators' Wi-Fi information is listed (there is a different tab on Wi-Fi details). If any of the information is missing, do get in touch with the dispatch team immediately. Please fill out the incident form as well with all the details.

ii. Charging port concerns: Usually charging outlets are under the seats. If the customer reports in real time that the charging ports aren't working or can't be found, we ask the passenger to try switching seats if the charging port for their specific seat is not working, If none are working, we get the dispatch team to confirm that. Additionally, include a note about it on the incident form. (If you have any questions about remuneration, contact your superior.)

When canceling the ticket on the admin panel, we choose ‘Missing amenities’ in case there are any credits or refunds.


iii. Driver's erratic driving/rude behavior: Please fill out the incident form (https://docs.google.com/forms/d/e/1FAIpQLSfrGWmgCGck9MV-neqw5eKyKaeyqb9hEfCThWwbpksTbrtFFA/viewform?pli=1) after getting the customer's details and offer your sincere apologies for the issue. You can let the customer know about the follow-up in 24-48 hours. You can notify the customer of the details after receiving them from dispatch (Please verify with your superior regarding compensation.) 

Types of Driver behavior (Compensation depends on the Severity and ticket pricing) :

1. Rude Communication

2. Use of Profanity

3. Erratic Driving

4. Drunk Driving

5. Left at the Stop (Follow Missed Bus procedure, after informing dispatch and getting an update on the verification. If the case is sensitive and multiple cases, follow Code-Red procedure. Incident report to be filled)

When canceling the ticket on the admin panel, we choose ‘Driver's Fault’ in case there are any credits or refunds.



iv. Bus-related concerns: Incidents with buses, such as a flat tyre or other mechanical problems. Send messages to the consumers notifying them of the situation as soon as you become aware of any bus-related concerns. You should ensure that customers are updated on the situation every 5 to 10 minutes. 

When canceling the ticket on the admin panel, we choose "Bus Breakdown" in case there are any credits or refunds.


Please get in touch with your lead or manager if a customer contacts us about compensation.

v. Pick up/Drop off address change: Customers should be notified in advance of these changes. In case of any concerns, please confirm with dispatch.

After being informed in advance of any modifications in the pick up address, if the passenger declines to confirm the information: Check with dispatch to see if the bus has left; if not, ask the team to keep it for a while while also informing the customer that since the modifications were announced beforehand, you cannot guarantee that the bus will wait.

If a passenger missed the bus because the pickup location's address changed, treat the situation as a missed bus (ensure that the passengers have been notified in advance).

Note: If there is a discrepancy, please check your lead/manager.

vi. Departure delays: The first step is to track the bus through the tracking link. If not then check on the see history of the trip and even if we do not find anything from these two steps then we get a hold of dispatch.

When canceling the ticket on the admin panel, we choose "None of  above (provide reason for credit/refund in the below box)" in case there are any credits or refunds.

vii. Early Departure/Skipping stop: When a driver skips or departs early from any of the stops. Please immediately check with dispatch about the next actions.

When canceling the ticket on the admin panel, we choose "Driver's Fault" in case there are any credits or refunds.

viii. Duplicate Purchase: If a customer purchases a second ticket for the same departure day or time. You can refund or credit the customer for one of the tickets after verifying the details.

When canceling the ticket on the admin panel, we choose "Duplicate Purchase" in case there are any credits or refunds.


ix. Internal Route Cancelation: Customers should be notified in advance of Internal route/bus cancelation. In case of any concerns, please confirm with dispatch.

When canceling the ticket on the admin panel, we choose "Internal route cancelation" in case there are any credits or refunds.

CX to communicate with the customers basis the update received from dispatch, arrange for alternate rides (book new tickets) and/or cancel the tickets (refund or coupons).
If Dispatch confirms alternate bus rides available, check with Customer if he/she is comfortable, get them accommodated there.

x. Resend Ticket: We can resend a ticket to a customer if they cannot locate it in their email. Please adhere to the steps below:
1.  Goto the ‘User’s report’ in the Admin panel.

2.  To view the account, enter the customer's email address or registered contact number.

3. The customer's account information will appear on the screen after clicking "Get Report." Click on “See Details.”

4.  Look up the customer's information for the ticket that has to be resent in the Ticket History.

5. When you have verified the ticket code, navigate to the ‘Resend email’  column on the right-hand tab.

6. Click ‘Resend email’ after entering the customer's email address where a ticket should be sent.


xi. Missed Bus: Check the information above for any missed bus issues.

xii. Rescheduling: Check the information above for Rescheduling.

xiii. Lost & Found: Check the information above for Lost & Found issues.