Name of Process:

OTAs Relationship Management & Processes

Process Owner:

Prakash Jha

Created By:

Prakash Jha

Last Updated By:

Date Created:

22nd March 2023

Last Revision Date:

Process Purpose:

To provide a set of guidelines to be followed in with respect to OTAs

Process Scope:

The process scope is for cases involving OTAs 

Process Input:

An incoming contact via call, chat or email. 

Process Boundaries:

This document outlines the process followed while dealing with cases from Wanderu, Omio, BusBud & BestBus. 

Process Flow:

OTAs - Wanderu, Omio, Busbud, ChkMyBus, GoTo Bus, 12GoAsia

Cancellations/Reschedule:

1. Customers book a ticket from the OTA website/App.

2. Customer asks for a refund after canceling the ticket. 

3. Agent checks the admin panel to ascertain the ticket details. 

4. If the ticket is purchased from an OTA and the cancellation is done more than 30 minutes ahead of the departure time, only wallet credits can be provided to the customer.

5. If the cancellation is done within 30 minutes from the scheduled departure, no refund/wallet credit is processed. 

Missed Bus:

1. Customers book a ticket from the OTA website/App.

2. Customer contacts after missing the bus.

3. Agent checks the details in the admin panel.

4. Agent cancels the tickets, releases the seat and issues a 50% missed bus coupon to the customer.

OBIC, Code Red like scenarios:

1. Customers book a ticket from the OTA website/App.

2. Customer asks for a refund as he/she is not comfortable with the OBIC etc.   

3. Agent checks the admin panel to ascertain the ticket details. 

4. An email is sent to the OTA team to process the refund. 

OTAs - Best Bus/DC Trails

Cancellations/Reschedule:

1. Customers book a ticket from Best Bus/DC Trails.

2. Customer asks for a cancellation of the ticket and a refund. 

3. Agent checks the admin panel to ascertain the ticket details. 

4. If the departure time is more than 24 hours, the ticket can be canceled and the refund can be done. 

5. If departure time is more than 60 minutes away, the ticket can be canceled and wallet credits can be processed. 

6. If the scheduled departure is less than 60 minutes away, cancellation can’t be done. 

Missed Bus:

1. Customer contacts after missing the bus.

2. Agent checks the details in the admin panel.

3. The customer will be able to reschedule the ticket on the same day for the same route with the Best Bus. However, if it is the last trip of the day, we can reschedule the same for the first trip with the Best Bus the next day. No Refund or missed bus coupon will be issued. 

Code Red like scenarios:

1. Customer asks for a refund as he/she is not comfortable with the code red related changes. 

2. Agent checks the admin panel to ascertain the ticket details. 

3. Best Bus POC is reached out with the customer concern.

4. Customer is informed post receiving a confirmation from the POC. 
   
   

Process Output:

The output of this process is that the customer either gets the extension of coupon/reissuing of coupon or he is denied the extension.

Exceptions to Normal Process Flow

Any exception to the set process has to be approved by the Manager. 

Control Points and 

Measurements:

1. The tickets purchased from Wanderu, Omio & BusBud are eligible only for wallet credits.