MARKETING / ADMINISTRATION CIRCULAR NO. 2010-15-AM

MARKETING / ADMINISTRATION

CIRCULAR NO. 2010-15-AM

To:

All Supervisors & All Agents

Subject:

Print-at-Home -Ticket Reprints & Refunds

Effective:

Immediately

NOTE: Print-at-Home tickets are valid for indicated departure date only (do not enforce the trip rule).

Re-Printing ¡°Print- At- Home Tickets¡± At The Ticket Counter:

It is important that we do not charge our customers a re-printing fee!

When a customer comes to the ticket counter without their Print-at-Home ticket, FIRST check their ID,

(see Preventing Fraud on reverse) then go to one of the following links if you have internet access:

For Greyhound reservations go to:

For Greyhound reservations in French go to:

If the above website does NOT work or you location does not have Internet access then the proper

procedure for customers showing up at the terminal without Print at home ticket is to sell new

ticket and refer customers to Customer Service for refund of the original ticket

Print-at-Home Ticket Refunds:

?

Print-at-Home tickets can be refunded prior to ORIGINAL TRAVEL DATE if it is a

refundable ticket (flex fare).

?

You can NOT exchange a Print-at-Home ticket.

?

Absolutely No refunds AFTER original date of travel.

Print-at-Home tickets are just a delivery method. Ability to refund Print-at-Home tickets is driven by

underlying tariff. The only difference is that refundable Print-at-Home tickets MUST be refunded prior to the

date of trip.

(over)

Preventing Potential Fraud:

Print-At Home Ticketing offers our passengers convenience and access to our services. Unfortunately, we do

need to be on the look out for potential fraud. Fraud is VERY uncommon. But it can occur. Please keep the

following procedures in place when handling our Print-At-Home tickets:

What to do if????

? The passenger arrives with a ticket but no state issued ID or passport?

Please ask the passenger for any sort of identification that has their photo on it:

- Costco card / Sams club/ gym membership

-School ID

-Military ID

?

The passenger has NO form of any ID with any picture at all?

If the passenger has NO form of ID at all, then they will have to purchase another ticket and

return when the are able to provide ID.

?

The name on the ticket and the ID do not match?

The customer will need to purchase a new ticket

?

The name on the Print-At Home ticket appears altered?

Look up the ticket by confirmation number in TRIPS to confirm the name on the ticket and

match to passenger traveling.

?

The passenger is attempting to travel on a different date Than the Print-At-Home ticket?

The customer will need to purchase a new ticket UNLESS it is due to GLI failure (weather,

equipment etc..)

Should you have any questions, please direct them to your Supervisor.

ISSUED BY: Fred Keeling

Traffic Coordinator

July 28, 2010

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