Sample Call Flow for Canceling Trips

After successfully logging on to the IVR system, you are provided the main menu. To cancel any of your scheduled trips directly, choose the option, which may be stated as Cancel Trips.

Note: The ability to cancel trips depends on the transit site's policies. A cancellation option may not be provided if it is not allowed.

The prompts and responses included in the following table are only examples to illustrate what can occur when users want to cancel any of their trips.


Prompt	User Response	IVR Response	Description/Comments
Sample Main Menu Options: Confirm Trips Cancel Trips General Info Reminders	To cancel your scheduled trips, press 2.	The system asks you for the date of the trip that you want to cancel. You are presented with the Date Options. Note: If the transit site does not allow cancellations, the system may state that the trip cannot be canceled or you may be asked to contact the agency directly to cancel the trip.	After logging on, choose the Cancel Trips option.
Date Options: Today Specific Date Date Range	To cancel trips for the current date, press 1. To cancel trips for a specific date, press 2. To cancel trips within a date range, press 3.	If you pressed 1 or 2, the system asks you whether you want to cancel one or all the trips scheduled on the current or specific date. You are presented with the Number of Trips options. If you pressed 3, the system asks you to enter the start and end dates of the date range. You are presented with the Date Range options.	You are prompted to select the dates of the trips that you want to cancel.
Number of Trips Options: Single Trip All Trips	To cancel only a single trip on the current or specific date, press 1. To cancel all the trips on the current or specific date, press 2.	If you pressed 1 (after pressing 1 or 2 in the previous prompt), the system prompts you to select the trip you want to cancel if you have more than one trip scheduled for the current or specific date with the Single Trip options.	You are prompted to specify the trips you want to cancel.
Single Trip Options: First Trip Return Trip	After being prompted to select the trip, press the appropriate number from the Single Trip Options.	After you have selected the single trip you want to cancel, the system asks you to confirm or stop the cancellation. You are presented with the Confirm/Cancel options. If you pressed 2 (after pressing 1 or 2 in the previous prompt), the system asks you to confirm or stop the cancellation of all trips on the current or specific date. You are presented with the Confirm/Cancel options	To cancel a single trip, you are prompted to choose if you have more than one trip on the selected date.
Date Range Options Start Date End Date	If you pressed 3 (in the Date Options), enter the Start and End dates as you are prompted.	The system asks you to confirm that you want to cancel the trips within the selected date range. You are presented with the Confirm/Cancel options.	The prompts are not for the selection of options but for the entry of data.
Confirm/Cancel Options Confirm Cancel	To confirm that you want your trips canceled, press 1. To end the process without canceling any trip, press 2.	If you pressed 1, the system proceeds to cancel the selected trips on the current or specific date or those within the date range. If you pressed 2, the system ends the session and you may be brought back to the main menu. After canceling the trips, the system confirms the cancellation with a message.	If the system is unable to process the cancellation request, your call may be transferred to the office that handles this type of request.