Process Document
<CX Moving Passenger>
Rally OurBus
March 22, 2023
Table of Contents
Introduction............................................................................................................................................3
Moving Passenger Process…………………………………………………………………………………………………………….....3
Process Document: Moving Passenger…………………………………………………………………………………………..….4
Process Flow Diagram: Moving Passenger………………………………………………………………………………………. ..6
Introduction
Moving Passengers refers to the series of steps that are taken to move the passenger from one scheduled trip to another. This process is an essential part of our customer experience strategy at Rally OurBus. Our commitment to providing exceptional customer service means that we strive to make the process of moving passengers as straightforward and seamless as possible for our customers.
In this document, we will outline the steps involved in the process, including how and when to move the passenger, verify the request, cancellation/non-cancellation of the previously scheduled trip. By following this process, we aim to ensure that passengers moved accurately.
Moving Passenger Process
A well-defined Moving Passenger process can help us to ensure the safe, efficient, and timely transportation of passengers. It can also help to minimize misunderstandings or disputes that may arise between the customer and Rally OurBus, as the process provides us to serve our customers without canceling their scheduled trips.
Moving Passengers refers to the process of transferring passengers from a canceled or denied trip to another scheduled trip due to various reasons such as weather-related issues, changes in schedules, or requests from internal teams/operators. This process ensures that passengers are still able to reach their destination safely and on time.
Overall, the cancellation and refund process plays a crucial role in ensuring a positive customer experience and maintaining the trust and confidence of customers in the business.
Process Document: Moving Passenger
Name of Process: | Moving Passenger Process |
Process Owner: | Ajay Sharma |
Created By: | Sumit Saurabh | Last Updated By: |
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Date Created: | Feb 14, 2023 | Last Revision Date: |
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Process Purpose: | The purpose of the Moving Passengers process is to provide a seamless and efficient transportation experience for passengers by accommodating their needs and requests for changes to their scheduled trips. The process ensures that passengers are able to reach their destination safely and on time, regardless of any unforeseen circumstances that may arise |
Process Scope: | The Moving Passengers process applies to all instances where passengers need to be transferred from one scheduled trip to another due to weather-related issues, changes in schedules, or requests from internal teams/operators
This process applies to all passengers traveling with us |
Process Input: | The input for the Moving Passengers process includes the following:
Request from the Internal teams, such as Planning, to move passengers to another scheduled trip Availability of seats on the desired scheduled trip |
Process Boundaries: | The boundaries of the Moving Passengers process include the following:
The process applies only to passengers traveling with us The process only applies to moving passengers from one scheduled trip to another, and not to unscheduled trips The process does not apply to situations where there are no available seats on the desired scheduled trip |
Process Flow: | First, download the list of passengers who need to be moved Admin Panel -> Full Schedule. Verify the correct trips from and to which passengers need to be moved, avoiding the manual entry of trip information. Access the admin panel and select 'Trips'. Supporting Image Link Enter the trip ID from which the passengers need to be moved and click 'GET TRIPS'. Supporting Image Link Click 'Move Passengers' located on the far right of the screen. Supporting Image Link Enter the trip ID for the destination trip. Click 'Move' and verify both trips again on the next page. Supporting Image Link Uncheck the 'Automatic text' and 'Automatic email' options present at the bottom of the page. Supporting Image Link Choose the desired new stop combination by clicking 'Select stop combinations'. Supporting Image Link Note: ‘Old Combinations are those stops that were present in the trips from which passengers are moved and ‘new combinations’ are those stops that are available on the trip to which the passengers are being moved Please verify both the combinations (Old and New) before moving the passengers
Manually select passengers that need to be moved by clicking 'Select Passengers to move'. Supporting Image Link If all passengers from a stop need to be moved, this step can be skipped. Click 'Move'. Manually send text messages and emails to inform passengers of the changes made to their trip. Supporting Image Link Cancel the original trip from which passengers were moved if necessary.
Supporting Video Link - Prepared by Anurag (No Voice but Notes updated by Anurag on required timestamp) |
Process Output:
| The output of the Moving Passengers process includes the following:
Confirmation of the newly scheduled trip for the passengers Confirmation of the new pick-up and drop-off location for the passengers Updated passenger manifest for the new scheduled trip
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Exceptions to Normal Process Flow: | Exceptions to the normal process flow may include the following:
No available seats on the desired scheduled trip Customer or internal team cancel the request to move passengers to another scheduled trip Passenger is not able to make it to the new pick-up or drop-off location |
Control Points and Measurements: | Control points and measurements for the Moving Passengers process may include the following:
Availability of seats on the desired scheduled trip (Internal) Time taken to confirm the new desired scheduled trip for the passengers (Internal) Accuracy of the updated passenger manifest for the new scheduled trip (Internal) Customer satisfaction with the process and outcome of the passenger transfer |
Process Flow Diagram: Moving Passenger Flow
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