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Customer Journey & Helpdesk (Email Support/Freshdesk)

Missed bus (Pre/Post), Rescheduling (Pre), Ticket Cancelation Policy (Pre), Wallet (Pre/Post), ADA (Pre), Service animal (Pre), Lost & Found (Post), Stop location (Pre) Luggage Policy (Pre/Post), Ticket Booking process (Pre/Post), Email change (Pre), Update the Passenger’s name & Contact details (Pre), Ongoing trip issues (Day Off), Bus, Information (Day Off), Fraudulent Customer (Pre), Boarding (Day Off), Refund Status (Pre/Day-Off/Post)

Partial refund irrespective of seat count (e.g. moving to a less expensive RP)
Enter the amount you want to refund in the Partial Refund text box (under the Reservation section).  Click on “Partial Refund”
Tue, 28 Apr, 2020 at 3:23 AM
Riders' Request Types/Topics
What is Request? Request is defined as the act of asking for something or something Riders/Callers/Customer asked for. An action is required by the agen...
Tue, 8 Nov, 2022 at 1:30 AM
Missed Bus: Lines
First off, please ask the customer for a Booking ID/ ticket reference code or his registered mobile number/email address so you can access his/her account ...
Fri, 11 Nov, 2022 at 5:44 PM
Rescheduling: Lines
First off, please ask the customer for a ticket reference code or his registered mobile number/email address so you can access his/her account to assist...
Fri, 11 Nov, 2022 at 5:45 PM
Ticket Cancelation Policy: Lines
i.       Tickets purchased via the OurBus platform and canceled 24 hrs prior to the departure time:  In this scenario, either the funds can be moved to th...
Fri, 11 Nov, 2022 at 5:45 PM
Wallet: Lines
Once the unused ticket is canceled, the amount paid for the ticket can be transferred to the OurBus wallet as credits and used at any time over the next 5 ...
Fri, 11 Nov, 2022 at 5:40 PM
ADA: Lines
What is ADA? Stands for Americans with Disabilities Act (ADA) It became law in 1990 A civil rights law that prohibits discrimination against individu...
Fri, 27 Jan, 2023 at 12:52 PM
Service Animals: Lines
Except for trained service animals supporting a passenger, OurBus does not permit any form of animals or pets. Service animals must always be controlled ...
Fri, 11 Nov, 2022 at 5:44 PM
Missed Bus: Events
First off, please ask the customer for a Booking ID or his/her registered email address so you can access his/her account to assist them.   Once we have an...
Mon, 14 Nov, 2022 at 2:05 PM
Lost and Found: Lines
i.  If a passenger loses an item on the bus and approaches us, kindly share the transport company's email address and ask them to get in touch with t...
Sun, 13 Nov, 2022 at 10:36 AM