To resolve in a timely and satisfactory manner any User petitions, claims or complaints (PCCs) related to the services provided by Ibibo, ensuring high quality assistance.
This procedure applies to all inquiries, rights to petition, petitions, complaints, claims or suggestions received through the PCC assistance channels made available by Ibibo.
Requests for trip cancellation will not be processed as petitions, because the response times depend on regulations on the right to retract or desist. Inasmuch as possible, adjustments will be made in response to such requests, aimed at making available to Users the times established in the Bus Operators’ trip cancellation policies.
The policies set forth in this document use the definitions established in the Website Terms and Conditions, which are associated with this policy. Consequently, we suggest reviewing the Website Terms and Conditions to complement or clarify the information contained herein.
Inquiry: A petition that requires more in-depth assistance in connection with the activities that form part of the purpose, business and responsibilities of Ibibo.
Right to Petition: Article 23 of the Political Constitution of Colombia defines the Right to Petition as follows:
'Any person has the right to submit respectful petitions to authorities for reasons of general or private interest, and to receive prompt resolution'.
Petition: Verbal or written request submitted to request and/or have access to documentation and information that by constitutional mandate or by law is not classified as confidential information of Ibibo.
PCCs: PCCs, which are directly derived from the Right to Petition, are the means that Ibibo makes available to Users as part of its customer service arrangement, to receive, review and address inquiries, requests, claims, complaints or suggestions related to the users’ Website Transactions.
Complaint: A verbal or written report indicating displeasure regarding an action or behavior of an Ibibo employee or office.
Claim: A verbal or written report indicating a User’s displeasure regarding Ibibo’s failure to provide a service, or deficient provision thereof.
Suggestion: Verbal or written submission of an idea or proposal to improve Ibibo’s service or management.
Transaction: Making use of the means and mechanisms available on the Website for the User to fulfill payment obligations derived from the Transportation Contract entered into with a Bus Operator.
User: Any person who performs a Transaction of the Website.
The following assistance channels are currently available:
Users may contact us through any of our assistance channels, indicating the reason for their communication (petition, complaint, claim, suggestion, etc.).
The following is the minimum information required to process a User’s PCC:
Personal information:
Trip information:
Our customer service team will review the information provided in order to provide timely response.
If required, additional information may be requested from the User to ensure the quality of the assistance.
If a user fails to provide all the required information, or to provide any additional requested information within the required time frames, it shall be understood that the user has desisted from the request.
Ibibo will respond to the PCCs within the following time frames:
Inquiry: Thirty (30) days counted from the next business day following reception. When, exceptionally, Ibibo is unable to resolve the request within this time frame, prior to expiration of the above term Ibibo will inform the user the reasons why it is not possible to resolve the inquiry within this term, and will set a new time frame for resolving the petition, which shall not be longer than thirty (30) additional days.
Petition: Fifteen (15) business days counted from the next business day following reception.
If the petition is related to information: ten (10) business days counted from the next business day following reception.
Complaint: Fifteen (15) business days counted from the next business day following reception.
Claim: Fifteen (15) business days counted from the next business day following reception.
---------------------------------------