Name of Process:

Passenger Name & Phone Update Process

Process Owner:

Ajay Sharma

Created By:

Sumit Saurabh

Last Updated By:

Date Created:

Mar 03, 2023

Last Revision Date:

Process Purpose:

Passenger Name & Phone Update process is to allow passengers to correct errors or update their personal information on their account. This can include changes to the passenger's name, phone number

Keeping accurate and up-to-date information on a bus booking is important to ensure that passengers receive important notifications about their trip, such as schedule changes or delays. In addition, providing accurate personal information is required by bus companies for security and identification purposes

Process Scope:

The scope of the Passenger Name & Phone Update Process refers to the process of:

Correcting or updating the passenger name(s) and phone number(s) associated with a travel booking. This process applies to all travel bookings made where a passenger name and phone number are required

The process involves submitting a request to us through Call, Chat and Email (Rally OurBus CX Team)

Correcting or updating the passenger name(s) and phone number(s) in OurBus account

The process involves a Self Serve for customer to do after they are logged in to their OurBus account

Process Input:

The CX Passenger Name & Phone Update process typically requires the following inputs:

Passenger Information: This includes the passenger's name, as well as their current phone number and any new phone number they wish to update

Booking Reference Number: This is a unique identifier assigned to the travel booking and is required to access and update the booking information

Process Boundaries:

The Passenger Name & Phone Update process boundaries may include:

Name Change Policies

Phone Number Update Policies

Timeframe for Updates

Overall, the boundaries of the Passenger Name & Phone Update Process are defined by the specific policies and procedures of Rally OurBus, as well as any legal or regulatory requirements that may apply to the process

Process Flow:

When customer contacts Rally OurBus CX team to update (Applicable only on a particular booking/pass reference code:

When a customer contacts us to alter the name number or phone number, we can make the necessary modifications using the ‘Update Passenger's Name’ feature of the Support page on the admin panel. Refer this link

CX Team to follow the instructions below:

Select "Update Passenger Name" from the Support option in the Admin Panel or Refer this link

Enter the customer's ticket reference code in the Pass Reference section, then click ‘Get Data.’

Enter the correct passenger name in the ‘Name’ box. If you also want to update the phone number, enter the new number in the ‘phone number’ section and hit on ‘update.’

Resend the ticket to the customer after the details have been updated from searching the pass reference code from the User Report

When customer wants to update the name and phone number on OurBus account, (applicable for future booking also):

Customer has to login to their OurBus account

After login, click on My Account, drop down list will appear

Customer(s) will be redirected to https://www.ourbus.com/myprofile once they click on “My Profile”. 

Customer will be redirected to https://www.ourbus.com/editprofile once they click on “Edit”. Customer can update their name, phone number and password

Process Output:

The outputs of the Passenger Name & Phone Update Process typically include:

Updated Booking Information: The primary output of the process is the updated booking information, which includes the corrected or updated passenger name(s) and/or phone number(s) associated with the travel booking.

Confirmation of Update: Once the update has been made, we will provide the updated ticket via email

Control Points and Measurements:

The control points and measurements for the Passenger Name & Phone Update Process typically include:

Verification of Request: Verifying the request to update the passenger name(s) and/or phone number(s) associated with the travel booking. This verification may include confirming the identity of the requester and ensuring that the request is in compliance

Update Confirmation: We will provide confirmation of the update once it has been made.