First off, please ask the customer for a Booking ID or his/her registered 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: Open Lodestar: https://rally-lodestar.azurewebsites.net/
Step 2: Click on Global search > Enter pax’s email/booking ID > ✓ All > SEARCH ↴
Step 3: Click on Booking ID.
Step 4: Check if the booking is eligible for refund by going on the event page and checking the cancellation policy for that event.
Subtopic: Check the cancellation policy.
Step 5: A] If the booking has not passed the cancellation deadline.
Inform the rider, our rescheduling procedure goes via cancellation. We can cancel the booking and initiate the refund, which can take 5-7 business days. They can book themselves for the new event.
If the rider allows, initiate cancellation. NOTE: IF THERE ARE ADD-ONS PLEASE LET THEM KNOW IT WILL NOT BE REFUNDED. Set the status of booking as Pending refund/Pending void.
B] If the booking has passed the cancellation deadline we let them know we cannot reschedule/ cancel however we can issue a future free ride for any Rally created event that can be used till 1 year. If the rider allows, initiate cancellation. Set the status of booking as Paid not attending and send a coupon for future free ride.
Subtopic: Cancellation by Customer
Step 1: Login on Rally.co with the registered email address.
Step 2: Click the Hamburger Icon on top left.
Step 3: Go to “My rides”.
Step 4: Click on the upcoming booking.
Step 5: Scroll down the page and click on cancel booking.
B] If the booking has passed the cancellation deadline we let them know we cannot reschedule/ cancel however we can issue a future free ride for any Rally created event that can be used till 1year. If the rider allows, initiate cancellation.
Set the status of booking as Paid not attending and send a coupon for future free ride.
Topic: Rescheduling to different Rally points or different times. [Agent]
Step 1: Open Lodestar: https://rally-lodestar.azurewebsites.net/
Step 2: Click on Global search > Enter pax’s email/booking ID > ✓ All > SEARCH
Step 3: Click on Booking ID.
Step 4: Click on “select” just above Update reservation city.
Step 5: Click on “Load cities” and then open “select cities/ all cities” drop down.
Step 6: Select the RP and update.
Topic: Rescheduling to different Rally points or different times. [Customer]
Step 1: Login on Rally.co with the registered email address.
Step 2: Click the Hamburger Icon on top left.
Step 3: Go to “My rides”.
Step 4: Click on the upcoming booking.
Step 5: Scroll down the page and click on “Change trip”.
