When a customer asks to hold the bus if running late

Purpose

Provide a consistent, empathetic, and operationally correct response when a customer calls saying they are running late and asks the agent to hold the bus. Reinforce safety and schedule constraints while offering rebooking options.

Policy (core message)

• Vonlane staff must NOT instruct drivers to wait for late passengers or promise to “hold” the bus.
• If a passenger will miss their scheduled departure, agents should immediately search for the next available departure and offer to rebook the passenger’s ticket according to Vonlane’s rebooking rules and fees.

(Insert any company-specific rebooking rules, fees, or time windows here — e.g., same-day rebooking free/fee, grace period, cut-off times.)

Why we cannot hold the bus

• Driver schedules, guest safety, and overall on-time performance depend on departing according to the published schedule.
• Holding a bus can delay other guests and create ripple effects on downstream departures and staff logistics.
• For safety and regulatory reasons, drivers must adhere to departure times and company operating procedures.

When a call comes in: step-by-step agent actions

1. Stay calm and empathetic. Acknowledge the customer’s situation.
2. Collect essential details:
   • Passenger name
   • Booking reference/reservation number
   • Scheduled departure time and location
   • Number of passengers in the reservation
   • Customer’s estimated arrival time / current ETA
   • Any special needs (luggage, wheelchair, service animals)
3. Politely state the policy: explain that the bus cannot be held.
4. Immediately check availability for later departures (same day and next options).
5. Explain rebooking options, fees, or refunds per Vonlane policy and confirm whether the customer wants to change their ticket.
6. If rebooking is possible, complete the change, issue new ticket/QR, and confirm details with the customer.
7. If no seat is available, offer alternatives (standby list if available, next-day service, refund, other transport options).
8. Offer to connect to a supervisor if the customer requests escalation.
9. Document the call and action in the booking notes.

Empathy-first phrasing (scripts)

Short core responses

• “I’m so sorry — I understand you’re running late. For safety and schedule reasons we can’t hold the bus, but I can look for the next available departure and rebook your ticket right now. May I have your booking reference and ETA?”

If customer asks “Can you ask the driver to wait?”

• “I know how stressful that can be. Drivers must keep to our schedule to ensure timely service and the safety of all guests. I can’t ask them to hold, but I can check the next departure and rebook you immediately so you won’t be left stranded.”

If customer says “I’ll be there in X minutes” (where X is small)

• “I appreciate you letting us know. Unfortunately, we still can’t delay the departure. If you’d like, I can search for the next departure and make that change now. Would you like me to do that?”

If rebooking is possible

• “Good news — there is a [time] departure with available seats. I can move your reservation to that one. Per our policy, [explain fees or that it’s complimentary if applicable]. Would you like me to proceed?”

If no seats are available

• “I’m sorry, there are no seats on later departures today. Here are your options: [list — refund, standby, next-day departure, alternative transport]. Which would you prefer?”

Sample full phone dialog (example)

Agent: “Thank you for calling Vonlane. My name is [Name]. How can I help?” Customer: “I’m running late for my [time] bus — can you hold it for me?” Agent:

1. “I’m sorry you’re running late — I know that’s stressful. May I have your name and booking reference so I can pull up your reservation?”
2. [Collect details]
3. “I can’t ask the driver to hold the bus; our drivers must depart on schedule. I can, however, check the next available departure and rebook your ticket. What’s your estimated arrival time?”
4. [Check availability]
5. “There’s a [time] departure with seats. I can move you to that trip now. There will be a [fee/no fee] per our policy. Shall I proceed?”
6. [Complete rebooking, confirm new boarding time, location, and send new ticket info]
7. “Your reservation is updated. You’ll receive a confirmation at [email/phone]. Is there anything else I can do for you?”