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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)

Stop Location: Lines
The "Stop Location" section appears on the ticket beneath the pick-up and drop-off destinations. If you click on it, a new page containing the ...
Sun, 13 Nov, 2022 at 10:37 AM
Luggage Policy: Lines
Each passenger is allowed one large piece of checked baggage that can weigh up to 50 pounds and one small carry-on bag that can fit in the overhead bin o...
Sun, 13 Nov, 2022 at 10:37 AM
Ticket Booking Process: Lines
Although agents cannot book tickets for customers, they can assist  them with the subsequent booking process. 1. Select "Intercity routes" on ...
Sun, 13 Nov, 2022 at 10:39 AM
Email Change: Lines
The email change option can be used  “only” when a customer creates a new account and doesn't make any transactions from it. Please follow the in...
Sun, 13 Nov, 2022 at 10:40 AM
Update Passenger's info: Lines
When a customer contacts us to alter their phone number or email address, we can make the necessary modifications using the ‘Update Passenger's Na...
Sun, 13 Nov, 2022 at 10:45 AM
Ongoing Trip Issues: Lines
On the day of the trip, there may be a number of bus-related, ongoing concerns, such as: i. Wi-Fi Issues: On the ‘Lost & Found’ response sheet(ht...
Sun, 13 Nov, 2022 at 10:42 AM
Bus Information: Lines
When a customer requests information about a bus, such as its color, bus number or amenities. Please contact Dispatch to get the requisite informatio...
Sun, 13 Nov, 2022 at 10:43 AM
Fraudulent Customer: Lines
If any suspicious activity is detected on the OurBus account, the account turns red. The status of some customer’s account changes to ‘Deactivated’...
Sun, 13 Nov, 2022 at 10:44 AM
Rescheduling: 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 any o...
Mon, 14 Nov, 2022 at 2:06 PM
Ticket Cancelation: 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 any o...
Mon, 14 Nov, 2022 at 2:04 PM