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Driver Accident & Incident Reporting

Outlines the information Agents and Customer Care should collect when receiving an initial accident or incident report from a driver, including location, bus number, parties involved, damage, injuries, and police response. Includes a standardized Teams template and guidance for documenting missing or pending information.

When a driver contacts an Agent or Customer Care to report an accident or incident, the initial report should include the information below.

The goal is to capture the necessary information during the initial call whenever it is safe and practical to do so. Drivers may not automatically provide every detail, so the employee receiving the call should review the required information and prompt the driver for anything that is missing.

Do not wait until the driver returns to the terminal to collect information that could reasonably have been obtained during the initial call.

If the driver is not in a safe position to provide the information, prioritize safety and obtain the remaining details through follow-up. Follow-up may also be necessary when the driver was initially unaware that an incident occurred.

Information to Collect

  • Date and time of the incident
  • Location, including the specific terminal, roadway, airport area, etc.
  • Bus number
  • Parties involved
    • Approximate number of passengers onboard the bus
    • Other vehicles involved
    • Approximate number of occupants in the other vehicle(s)
  • Damage
    • Brief description of visible damage to the bus and/or other vehicles
    • Obtain or confirm that damage photos are available when applicable
  • Injuries
    • Confirm whether any injuries have been reported
  • Police
    • Confirm whether police have responded or are responding to the scene

Teams Incident Template

Agents can copy and paste the following into the appropriate Teams incident channel and complete the available information:

INCIDENT REPORT

Date/Time:
Location:
Bus #:
Passengers Onboard:
Other Vehicle(s)/Parties Involved:
Occupants in Other Vehicle(s):
Damage:
Damage Photos: Yes / No / Pending
Injuries: Yes / No / Unknown
Police at Scene: Yes / No / En Route / Unknown

Additional Information:

Information Still Needed / Follow-Up Required:

Example

INCIDENT REPORT

Date/Time: Sunday, 7/28/24 at 6:40 AM
Location: Logan Airport, Terminal B drop-offs
Bus #: 2403
Passengers Onboard: 5
Other Vehicle(s)/Parties Involved: 1 passenger vehicle
Occupants in Other Vehicle(s): Driver only
Damage: Front fender and mirror damage to coach; driver-side door damage to passenger vehicle
Damage Photos: Yes
Injuries: No injuries reported
Police at Scene: Yes

Additional Information: None at this time

Information Still Needed / Follow-Up Required: None

Important

Do not assume that information not mentioned means “No.” For example, if the driver does not mention injuries, ask whether there are any injuries rather than reporting “No injuries.”

If information cannot safely be obtained during the initial call, mark it as Unknown/Pending and identify it under Information Still Needed / Follow-Up Required rather than delaying the entire incident report.