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Committed to providing quality bus service

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Why you can trust SCMP
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We refer to the letter from Andrina Chang about a Route No A41 bus captain, which appeared in the South China Morning Post, on December 6.

In bus captain training and according to our Bus Captain Service Regulations, all bus captains should be ready to help passengers get on one of our buses, where this proves to be necessary. Lowering the bus floor and ramp floor for passengers who need the ramp is part of our customer service for passengers, including tourists.

According to our guidelines with regard to the airport bus routes such as the A41, bus captains should open doors for passengers who want to board about five minutes before departure, as this strikes a balance between passenger convenience and the need for bus captains to rest. Exceptions include bad weather and extreme rush hours in the mornings and afternoons.

Upon receipt of Ms Chang's case, our discipline officer interviewed the bus captain concerned. He was reminded to be more customer-friendly and observant and to render assistance to passengers whenever necessary.

Our commitment to providing an excellent service goes beyond this incident.

We will continue to check the performance of this bus driver, by assigning plainclothes staff to ride on his bus and observe his behaviour. If we detect any departure from our service standards and regulations, he will be subject to further disciplinary proceedings.

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