Name of Process:

Code Red Escalations

Process Owner:

Ajay Sharma

Created By:

Anurag 

Last Updated By:

Anurag

Date Created:

March 22, 2023 

Last Revision Date:

Process Purpose:

The purpose of this process is to provide a standard procedure for the customer experience team to follow when a code red situation occurs, in order to ensure the affected passengers are identified, regularly notified, and minimize disruptions to the bus service.

Process Scope:

This process applies to all code red situations that may occur before or during the operation of the bus service, including but not limited to breakdowns, accidents, weather-related disruptions, driver-related issues, and passenger incidents.

Process Input:

1. Notification of a code red situation from passengers, dispatch team, or other stakeholders

2. Information about the trip, nature and location of the problem, and the number of passengers affected

3. Availability of relief buses, mechanics, alternate trips, or other resources to address the situation

Process Boundaries:

This process covers the activities of the customer experience team from the point when a code red situation is identified, to the point when the situation is resolved.

Process Flow:

1. Code red reporting: The customer experience team receives notification of a code red situation, either from passengers, dispatch team, or other stakeholders.
   If a passenger reaches out to customer experience team to report a code red, CX team member to report the code red on the #now_code-red slack channel along with the complete information that we are aware of at that moment.
   Code red will be reported in with the information listed below:

• Trip ID

• Trip Name

• Name of the bus company

• Type of emergency

• How many passengers are on the bus (or scheduled to be on the bus) at that time (Look at pick/drop stops and attendance carefully for this)

  • Destination and count of the passengers going to each location on the trip

• Exact location of the bus. This needs to be shared in any of the following manners:

  • Address and GPS location/map coordinates

  • Screenshot from the tracking with the bus marked on it

• Connection/transfer trip ID (if any)

• It is advisable to share this information as you type it rather than creating one large text with all the information. This will alert others faster.

• If the breakdown location is not clear, CX needs to call any of the passenger on board to get the location of the breakdown (address and GPS location/map coordinates)

• If the tracker of the bus is working

  1. Open Live Trips and search for the trip ID. Select the trip and check the live location of the bus.

  2. Identify the affected stops

• If the tracker of the bus is not working:

  1. Open google maps and paste the code red location

  2. Get an idea of the location of the bus and identify the affected stops

2. Download the passengers list and save the list in the name of the trip ID

3. Communicate with Passengers: The customer experience team communicates with passengers to keep them informed of the situation and provide updates as necessary. This includes sending out notifications via text message and email. If the bus is live, acknowledgement notification should be sent within 5 minutes of reporting of the code red. Follow-up notification should be sent every 20 minutes.

4. Coordinate with Dispatch Team: The customer experience team coordinates with the dispatch team to ensure that appropriate actions are taken to resolve the situation. This may involve dispatching a relief bus, arranging for mechanical repairs, accommodating passengers in existing OurBus trips, booking alternate bus/uber or taking other steps to address the problem.

5. Provide assistance to Passengers: The customer experience team provides assistance to passengers as needed, such as
   -keeping them posted on the current plan,
   -booking passengers on alternate bus providers or uber if relief plan suggests,
   -processing cancelations if there are no alternatives available,
   -processing reimbursements if the passengers were asked to arrange their own alternative
   -or, offering compensation for the inconvenience caused.

6. Document the Incident: The dispatch team keeps detailed records of the incident, including the actions taken, the communications with other stakeholders, and any follow-up steps that need to be taken.
   The customer experience team keeps record of the communications with passengers, timestamp of the notification, reimbursements processed, compensations offered or any other relevant information

How to handle some common types of code red

1. Breakdown/Mechanical issue/Flat tire

   1. Breakdown during the trip

      1. Dispatch/CX notifies about the current situation on slack channel with details shared in step 1

      2. Once the breakdown location is identified, open the passengers list from Full Schedule and apply filters on pick stops and drop stops.

         1. In pick stops, select all the stops before the breakdown location.

         2. Remove the stops from the “drop stops” in the passengers list which the bus has already covered before breakdown. 

         3. Click on the Filter button and then click on the checkbox to select all the filtered passengers.

         4. If the driver has marked the attendance, uncheck the passengers who are not marked boarded.

      3. Send an immediate acknowledgement notification through text & email

         1. Click on the Send SMS/Email button at the end of the passengers list. 

         2. In the Send SMS tab, we can use the saved template text “Immediate Code Red Notification” to inform the passengers that we are aware of the situation.

         3. Again click on the Send SMS/Email button and select the Send Email tab. We can select the “Immediate code red communication” template to send the email to the selected passengers.

Passengers are notified that we are aware of the situation.

4. Regularly check for updates on the relief plan on the code red channel and keep the passengers informed.

5. While dispatch team is looking for resolution, check for the alternate buses on the route on OTAs website

6. CX team sends updates to the passengers every 20 minutes.

7. As updated by the dispatch team, CX team informs passengers about the expected ETA of the mechanic/relief bus

8. Inform the passengers about the final plan of resolution

9. If the final plan requires booking alternate bus or uber for the passengers, refer to this document for the steps to book uber/alternate transport for the passengers

10. CX team to check for the delay to be informed to the passengers booked from further stops and inform them

2. Breakdown before the start of the trip

   1. Bus can be repaired/replaced before the departure time:

      1. No action is required in this scenario

   2. Bus cannot be repaired/replaces before the departure time, leading to a delay in departure:

      1. Once the delay has been confirmed, CX needs to inform all the passengers booked on the trip about the delay in departure as shared by the dispatch team.

      2. Dispatch team will update the new schedule of the bus in the admin panel 

      3. If any passenger reaches out to the CX team informing that the new schedule does not work for him, he can be rescheduled/credited/refunded.

   3. Bus cannot be repaired/replaced and operator cannot cover the trip (aka Last minute cancellation)

      1. Dispatch team will contact other bus companies and try to arrange a relief bus. If a relief bus has been arranged, CX team to inform the passengers about the expected delay and ETA of the replacement bus

      2. If a relief bus cannot be arranged and the dispatch/CX team suggests moving the passengers to other OurBus trips, inform the passengers immediately and follow the steps listed in this document to move the passengers on available trips.
         If OurBus trips are not available, check for alternatives available on OTAs and suggest on the code red channel. If the OTAs suggestion is approved by the stakeholders, inform the passengers about the available options and book tickets for them or request them to book the ticket and share receipt with us for reimbursement.
         Follow the steps listed in this document for reimbursement process

      3. If any passenger reaches out to the CX team informing that the new schedule does not work for him, he can be rescheduled/credited/refunded.

3. Skipped stop OR Driver departed early
   Report the code red on slack channel

   1. If the bus is <10 minutes away:

      1. Check with the dispatch team if it is possible to turn the bus around and pick up the passengers

      2. If yes, check the ETA and inform the passengers waiting at the stop accordingly. Also, inform the passengers on the bus about the current scenario of the bus turning around to pick the passengers left by the driver

   2. If the bus has departed and it is not possible to get it turned back:
      Below are the possible solution to this situation:

      1. Accommodating/moving passengers on existing OurBus trip: If the passengers are comfortable taking a later trip, confirm the schedule and move them to the suitable departures.

      2. If other OurBus trips are not available/passenger is not willing to take the later trips:

         1. Check with the dispatch team if the bus can wait at the next stop and we can uber for the left passengers till that location. If yes, follow the steps listed in this document and book the uber immediately.
            Note: The bus should not be held for more than 30-40 minutes or else, it may affect the experience of the passengers who are already on the bus

      3. If OurBus trips are not available, check for alternatives available on OTAs and suggest on the code red channel. If the OTAs suggestion is approved by the stakeholders, inform the passengers about the available options and book tickets for them or request them to book the ticket and share receipt with us for reimbursement.
         Follow the steps listed in this document for reimbursement process

      4.  If there are no alternatives that can be offered, then cancel & refund their ticket and compensate as per the SOP

4. No show/No driver/Driver no response/Driver Sick
   Steps listed in this scenario can be followed 

5. Overbooking

   1. When a passenger reaches out regarding the overbooking, verify the current status and report it on code red channel. Apologize for the inconvenience and assure that the dispatch team is verifying with the driver

   2. Dispatch team will check with the driver and will ask him to check the tickets again & get the head count.

   3. If confirmed, apologize again, show empathy for the affected passengers and acknowledge that a mistake was made.

   4. Keep the affected passengers informed throughout the process.

   5. Let them know what steps are being taken to resolve the issue and when they can expect to hear back. Be responsive to their questions and concerns and provide updates as needed.

   6. Offer a seat on the next available bus and a coupon for a free future trip.

   7. If we do not have any other available buses, check on OTAs website and offer accordingly. Check with leadership for the cost approvals before suggesting trips with alternate operators

   8. After the situation has been resolved, report it on the report a bug channel

   9. Follow up with affected passengers to ensure that the solution offered was satisfactory and that they are satisfied with the outcome.

6. ADA not arranged
   If we are unable to offer any passenger an ADA (Americans with Disabilities Act) compliant bus, it is a violation of federal law. The ADA is a civil rights law that prohibits discrimination against individuals with disabilities in all areas of public life, including transportation. If a bus provider is found to be in violation of the ADA, the Department of Justice (DOJ) can take legal action against the company. Hence it becomes crucial for us to provide ADA compliant buses, to those with disability request us beforehand, in order to comply with the law With that said, if we somehow miss to provide an ADA compliant bus, follow the steps below to handle such situations:

   1. Customer raised the request more than 24 hours prior to the departure time

      1. First and foremost, apologize to the passenger for the mistake and the inconvenience caused. Show empathy and understanding of the importance of the requested service.

      2. If possible, offer an alternative service that meets the passenger's needs.

         1. For example, check with dispatch if a ADA compliant bus can be arranged for a trip running on the same route later in the day. If yes, politely ask the passenger to travel on that trip. If no, proceed to the next step

         2. Check if the passenger is willing to travel the next day after confirming with dispatch if an ADA compliant bus can be arranged. If yes, transfer the passenger’s booking on that trip. If not, proceed to the next step.

         3. Check with leadership/stakeholder if we can arrange a special vehicle for this passenger or any other alternative like hotel stay etc can be arranged and the passenger travels the next day. Approval from the leadership is required for cost.

      3. Customer raised the request within 24 hours of the departure time

         1. Call the customer immediately and inform them that it is difficult for us to arrange an ADA compliant bus in such a short time. We need 24-48 hours to confirm it with our partner operators and arrange a vehicle

         2. Check with the dispatch team on which next trip will it be possible to arrange a compliant vehicle and accordingly offer the trip to the customer. If he agrees, transfer the booking on that trip.

         3. If he wishes to cancel the ticket, process the refund immediately and generously apologize 

Process Output:

1. Communication with passengers and other stakeholders to keep them informed of the situation and provide updates as necessary

2. Coordination with the dispatch team to ensure that appropriate actions are taken to resolve the situation

3. Assistance to passengers in the form of alternative transportation, refunds or compensation, as appropriate

4. Documentation of the incident, including actions taken and communications with stakeholders

Exceptions to Normal Process Flow

Control Points and Measurements:

1. In case of any code red reported while the trip is live, acknowledgement notification should be sent within 5 minutes of reporting.

2. Follow-up notification should be sent every 20 minutes.

3. Timestamp of all the communication sent to the customers to verify SLA