Improving Service Quality * Viet Nam - Passenger violations. 185 bus drivers, conductors dismissed
The Ha Noi Transport Service Corporation (Transerco) has fired 185 bus drivers and conductors after undercover inspection teams witnessed first-hand poor treatment of customers
Ha Noi,Viet Nam -Viet Nam News -31 Oct 2008: -- ... This was an unprecedented move to improve service quality, said Nguyen Trong Thong, Transerco’s deputy general director... Transerco, the only bus company in the city, has 60 routes in Ha Noi and has served more than 280 million passengers since the beginning of the year...Inspection teams anonymously boarded busses and through personal observation and picture documentation on their mobile phones uncovered a range of violations. In addition to firing drivers and conductors, Transerco has reprimanded 1,560 employees and made them compensate passengers, as well as warning 95 others... Driver violations run the gamut from verbally abusing passengers to moving the bus while passengers are still getting on and off. Bus conductors have even been known to take money from customers without giving them a ticket... In addition, officials are increasingly hearing reports of buses ignoring traffic laws, stopping abruptly in traffic, cutting-off other motorists and causing traffic accidents, as well as ignoring some bus stops. Poor customer service and traffic issues have become a blight on an important public service...
Labels: service quality
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