Name of Process:

ADA & Service Animal Process

Process Owner:

Ajay Sharma

Created By:

Sumit Saurabh

Last Updated By:

Date Created:

Mar 09, 2023

Last Revision Date:

Process Purpose:

The purpose of the ADA Process and Service Animal Process is to ensure that individuals with disabilities have equal access to public accommodations and services. The ADA Process aims to remove physical and other barriers that prevent individuals with disabilities from enjoying our services and being part of our journey

Overall, the ADA Process and Service Animal Process are designed to ensure that individuals with disabilities have equal access to public accommodations and services, and that businesses and other entities make reasonable accommodations to meet the needs of individuals with disabilities.

Process Scope:

High Priority:

ADA: Handicapped/Specially Abled (Disabled) - The passenger is handicapped and unable to walk. Hence, one cannot board the bus by own

ADA Service Animal Requests: Individuals with disabilities should be permitted to be accompanied by their service animals in vehicles

Medium Priority:

Front Seat request due to medical conditions - The passenger asked for a front seat due to the extra leg space

Storing Mobility Devices under the luggage compartment - The passenger is using a wheelchair or cane and they need to store that under the luggage compartment

Assistance while boarding the bus - Due to any medical conditions passenger requires support in boarding or deboarding the bus

Elderly passengers need to sit near the washroom - Due to any medical conditions, the passenger needs to sit in the back near the washroom

Process Input:

Customer(s) fills out the form at the time of booking the trip with us

That form will come as an email ticket to our support portal (Currently, FreshDesk)

Check out the sample ticket for a better understanding

The customer(s) can come via the live channels (Call and Chat)

Please ask the mentioned question when a customer comes with an ADA request over Call and Chat:

1. Number of passengers who need assistance?

2. Will you be using a motorized or standard wheelchair, or any other mobility device?

3. Would the passenger(s) require a lift to board the bus?

4. During the journey, would the passenger(s) sit in a wheelchair or in a regular seat?

5. Would the passenger(s) like to store their mobility device in the lower compartment of the bus?

Process Boundaries:

The Canceled & Rescheduled process has certain boundaries that help define its scope and ensure that it is implemented correctly. The boundaries of the process typically include the following:

Eligible Bookings: The Canceled & Rescheduled process applies only to bookings/purchase that are eligible for cancellation and reschedule, as per our company's policies

Time Limits: The process may be subject to time limits, which dictate how long after the purchase the customer can initiate a cancellation and reschedule request

Verification Process: The process may require verification of the customer's identity and booking details  to ensure that the cancellation and refund request is legitimate. This may include the customer providing the ticket pass reference code (6 digit alphanumeric code), contact information, and order details, as well as any other information that may be required

Notification: If the transaction amount is higher than the available wallet credit, then the difference can be paid via the available payment method. In cases where the transaction amount is lesser, the balance will be stored in your wallet for future use. No credit will be given for any discount coupons used on the ticket

Availability check: Once the customer has requested to reschedule, the process boundary would define the steps taken to check the availability of seats or resources for the new booking date and time

Refund Methods: Our rescheduling process requires canceling the previous booking and issuing a refund before re-booking. The process may be subject to restrictions on the types of refund methods available to the customer, such as receiving store credit in their wallet or having the funds returned to the original payment source. We recommend using wallet store credits as a refund method to ensure there are no delays in using the same funds for re-booking

Process Flow:

High Priority:

Handicapped (in a wheelchair)- The passenger is handicapped and unable to walk. Hence, one cannot board the bus by own

1. If a customer has marked “Yes” for the question “Will you be using a motorized or standard wheelchair, or any other mobility device?”

2. And, if a customer answers “Wheelchair” for the question During the journey, would the passenger(s) sit in a wheelchair or in a regular seat?

3. Post that, raise the query on the #Proj_ADA slack group within 30-45 minutes of the requests with the ticket ID. Forward the ticket to Operation on FreshDesk (select the group Operation)

4. Any conflict we encounter on the form filled by the customer (as mentioned in Steps 1 and 2 above) then verify that the request is 24-48 hrs prior to the trip (the travel date) as dispatch needs to connect with the operator and take necessary actions to accommodate the request

5. Then, we will connect with the customer over call (if the call is not picked then drop a mail to the customer seeking a suitable time to connect and also, further info) to ensure that we are understanding the need of the customer within 30 minutes

Why is this verification required?

Sometimes, we have found that the customer(s) has filled the form mistakenly

or, the request was only for boarding the bus and no seat removal was required

6. While we are waiting for confirmation (in the scenario where the call was not picked), go ahead and post that on the #Proj_ADA slack group within 30-45 minutes of the requests with the ticket ID

ADA Service Animal Requests: Individuals with disabilities should be permitted to be accompanied by their service animals in vehicles - Go ahead and post that on the #Proj_ADA slack group within 30-45 minutes of the requests with the ticket ID

1. Except for trained service animals supporting a passenger, OurBus does not permit any form of animals or pets. Service animals must always be controlled by a passenger and wear a harness. Emotional support animals are not allowed on the bus

2. As per our policy, to determine if an animal is a service animal, a public entity, or a private business, a few questions may be asked at the time of boarding

3. A passenger might have to purchase an additional ticket depending on the animal's size or if extra space is required for the pet to travel. Please avoid asking the size of the service animal and instead ask whether it is a large breed or small breed because small breeds can fit easily on the passenger's lap or can sit between the legs of the owner. Therefore, if it's a large service animal then the passenger might need to purchase an extra ticket.

4. We can simply decline the requests from passengers who want to bring an untrained/emotional support animal on the bus

Medium Priority:

Front Seat request due to medical conditions - The passenger asked for a front seat due to the extra leg space

1. Connect with the customer over call to understand the requirement

2. Our answer will vary based on the customer’s response

3. If it is not a mandated requirement, simply deny stating First Come First Serve

4. Medical condition - Please treat it wisely and post the request on the Poj_ADA slack channel for dispatch to action on it with the ticket ID

Storing Mobility Devices under the luggage compartment - The passenger is using a wheelchair or cane and they need to store that under the luggage compartment

1. Connect with the customer over call to understand the requirement

2. Post the request on the Poj_ADA slack channel for dispatch to action on it with the ticket ID (Even if the customer is not picking up the call, we will go ahead and post it in the ADA group) 

Assistance while boarding the bus - Due to any medical conditions passenger requires support in boarding or deboarding the bus

1. Connect with the customer over call to understand the requirement

2. Post the request on the Poj_ADA slack channel for dispatch to action on it with the ticket ID (Even if the customer is not picking up the call, we will go ahead and post it in the ADA group)

Elderly passengers need to sit near the washroom - Due to any medical conditions, the passenger needs to sit in the back near the washroom

1. Connect with the customer over call to understand the requirement

2. Post the request on the Proj_ADA slack channel for dispatch to action on it with the ticket ID (Even if the customer is not picking up the call, we will go ahead and post it in the ADA group)

NOTE 1: For any ADA request within 24 hrs, we'll inform the customer that the TAT is 48 hrs for us to arrange a bus. However, we'll try to see if we can fulfill the request. Post the request on slack group Proj_ ADA and proactively inform the passenger of any further updates.

NOTE 2: For any trips which involve a transfer in the itinerary, post the request on the Proj_ADA slack channel for dispatch to action on it with the ticket ID and mention ‘Transfer Trip’ (Even if the customer is not picking up the call, we will go ahead post it in the ADA group) and the team will further take the necessary actions.

Process Output:

In the context of the American Disability Act (ADA) and Service Animal, "CX Process Output" refers to the metrics or outcomes generated by a customer experience (CX) process that takes into account the needs of individuals with disabilities who use service animals. This could include measures of customer satisfaction or loyalty, as well as any specific accommodations made for individuals who use service animals. 

Providing a seamless and accommodating customer experience for individuals with service animals may see higher customer satisfaction scores and lower rates of customer churn, which would be reflected in the CX Process Output.

Control Points and Measurements:

Control points and measurements for the ADA Process and Service Animal Process include

Training: CX team training on handling such requests and passing on the request within the specified timeline

Reasonable accommodations: Such as providing a ramp or lift for wheelchair users or allowing a service animal to accompany an individual

Accessibility standards: Providing accessible seating, ramps or lifts for boarding and disembarking, and designated spaces for service animals

Complaint procedures: The company should have a process in place for individuals with disabilities to file complaints if they feel their rights under the ADA Process and Service Animal Process have been violated. We should investigate complaints promptly and take appropriate corrective action if necessary

Data collection: The company should collect and analyze data on the use of accommodations and service animals by individuals with disabilities, to ensure that their policies and procedures are effective and to identify areas for improvement

By implementing these control points and measurements, the bus operator company can ensure that they are in compliance with the ADA Process and Service Animal Process and that they are providing equal access to their services for individuals with disabilities.