Applies to

  • Queue: Travel
  • Channel: Portal / Email
  • System: Computicket
  • Booking status: Paid bookings

Customer scenario

The customer requests their booking confirmation email or asks for it to be resent after making a booking.

This includes cases where the customer:

  • Did not receive the confirmation email
  • Deleted the email
  • Wants the confirmation resent
  • Asks “please send me my bus confirmation”

Common customer phrases

(These are deliberately written to match real ticket wording for Freddy Copilot)

  • “I didn’t receive my confirmation email”
  • “No ticket email was sent”
  • “I paid but didn’t receive anything”
  • “Can you resend my booking email?”
  • “Please send me my bus confirmation email”
  • “Send me my booking confirmation”
  • “I need my bus ticket confirmation”
  • “Send me my confirmation from yesterday”

Initial checks (agent must do first)

  1. Confirm that payment was successful
  2. Confirm that the booking exists in the system
  3. Verify the email address used at the time of booking
  4. Ask the customer to check:
    • Spam / Junk folder
    • Promotions or Other inbox tabs

How the customer can access their booking

If the booking exists and payment is successful, advise the customer to:

  1. Visit the Computicket website
    https://computicket.com/page/home
  2. Create a profile using the same email address used for the booking
  3. Log in to their profile
  4. View the booking under My Bookings

⚠️ Important:
Bookings will only appear if the same email address is used.

Resending the confirmation email

  • Once logged in, the customer can select the booking and use the “Resend confirmation email” option
  • The confirmation will be resent to the registered email address

When to escalate

Escalate the query if:

  • Payment is successful but no booking exists
  • The booking does not appear after the profile is created
  • The confirmation email cannot be resent successfully

Follow the standard booking verification escalation process.

Suggested response to customer

(For agent efficiency – not required for Freddy matching)

Good day, 
You can easily view and resend your booking confirmation by creating a profile on our website using the same email address you used when making your purchase. 
Once logged in, your booking will appear under “My Bookings”, where you’ll have the option to resend the confirmation email. 
If you experience any difficulties, please let us know and we’ll gladly assist further. 
Kind regards  Computicket Support Team

What NOT to advise

  • Do not confirm that the email was not sent without checking the booking
  • Do not create a new booking if one already exists
  • Do not guarantee immediate email delivery

Related articles

  • Payment deducted but no ticket received
  • How to view a booking online
  • How to update customer contact details