Process Document

Rally OurBus

March 03, 2023

Table of Contents

Introduction………………………………………………………………………………………………………………………………… 3

Email Change Process......................................................................................................................... 3

Process Document: Email Change.........................................................................................................4

Process Flow Diagram: Email Change...................................................................................................6

Introduction

The " Passenger Name & Phone Update and Email Change" is a set of procedures that we follow to update the Passenger Name & Phone and Email Change as per the Customer/PAX/User request

By having a clear and straightforward process for updating passenger information, we aim to provide a positive customer experience and ensure that passengers have a hassle-free journey. The process also helps to prevent any potential issues or complications that may arise due to incorrect or outdated information.

Email Change Process

The process of changing the email address associated with an account. This process is necessary if the original email address provided during the booking process is no longer valid or if the traveler wishes to use a different email address to receive important travel notifications.

By having a clear process for changing the email address associated with a travel booking, travelers can ensure that they receive important notifications related to their trip, such as flight schedule changes or delays. This helps to prevent any potential issues or complications that may arise due to missed notifications

Process Document: Email Change

Name of Process:		Email Change Process
Process Owner:		Ajay Sharma
Created By:		Sumit Saurabh	Last Updated By:
Date Created:		Mar 03, 2023	Last Revision Date:
Process Purpose:	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
Process Scope:	The scope of the Email Change Process is limited to updating the email address associated with account and does not include any changes to the booking
Process Input:	The CX Email Change 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 Request for Email Change: The primary input of the process is the request from the passenger to change their email address New Email ID and Verification Information
Process Boundaries:	The boundaries of the Email Change Process are designed to ensure that the process is focused on the specific task of updating the email address, and that it is conducted in a manner that is consistent with the policies and procedures. This can help to ensure that the process is efficient and effective, and results in accurate and up-to-date information for the passenger.
Process Flow:	When a customer contacts Rally OurBus CX team to change the Email ID: The email change option can be used “only” when a customer creates a new account and doesn't make any transactions from it. Before proceeding with the email change on Admin Panel, we need to verify any two of the mentioned details: * Customer's name (First & Last name as per our records) * Last trip date * Last trip route Please follow the instructions below to update the email address: Navigate to ‘update user's email’ in the Admin Panel's Support section. https://admin.ourbus.com/update/email Click ‘update’ after entering the customer's new and old email addresses The customer's new email address would be updated and the old account would be terminated
Process Output:	The outputs of the Email Change Process are focused on ensuring that the passenger has accurate and up-to-date information associated with their account. This can help to prevent any potential issues or complications that may arise due to incorrect or outdated information.
Exceptions to Normal Process Flow:	If the customer has entered a wrong email id while booking the ticket with us, we can ask for the pass reference code and send the ticket to the alternate email id through User Report on Admin Panel
Control Points and Measurements:	Email Change can only be possible if the new email id is not associated with any account (OurBus)