[h=2]SBS seeks the understanding of passengers when communicating with PRC drivers[/h]
March 30th, 2012 |
Author: Editorial
TR Emeritus (TRE) received an email from a reader on 28 Mar, complaining about an SBS bus service number 105 (‘Why SBS no money to maintain aircon?’).
In the email, he complained about the bus service 105, plate number 959K, with a faulty air con. As such, the bus had to stop operating half-way and everyone was asked to get off the bus by the PRC driver.
The reader complained, “The question I like to ask SBS is, why did they not do a weekly maintenance on its aircon? This is causing delay to all the passengers who need to rush for work in the morning.”
He also related an incident that happened when the PRC driver was asking everyone to get off the bus, “The PRC driver asked us all to alight at Lor 2 (Toa Payoh), near the center, speaking to us in Mandarin that the aircon is faulty and someone (has) complained. All the other non-Chinese races did not understand what he said and one Indian chap scolded him fxx bastard.”
TRE then sent a letter to SBS to make enquiry on behalf of the reader:
It confirmed that the aircon system had been serviced in the same Feb month when the bus’s aircon broke down, but “as with all mechanical devices, breakdowns do occur”.
SBS spokesperson said, “To minimise discomfort to passengers, our Bus Captain was instructed by our Operations Control Centre to transfer passengers to the next bus. Our Bus Captain cancelled the fares of about 30 passengers on board and also issued them with a complimentary bus ticket each as a gesture of goodwill for their next ride.”
SBS confirmed that the driver spoke in Mandarin, “He spoke in Mandarin and passengers on board generally complied with his instructions. Unfortunately, some passengers did not come forward to tap their cards out from the entrance as they alighted from the exit doors. As a result, their fares were not cancelled. These affected passengers can file a claim for a refund with TransitLink.”
SBS sought the understanding of passengers when communicating with PRC drivers, “Our Bus Captains from China are put through language courses as part of their training. But as language abilities take time to hone, we seek our passengers’ understanding.”
TRE produces SBS’s reply in full below:
Posted in Editorial, Uncategorized
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In the email, he complained about the bus service 105, plate number 959K, with a faulty air con. As such, the bus had to stop operating half-way and everyone was asked to get off the bus by the PRC driver.
The reader complained, “The question I like to ask SBS is, why did they not do a weekly maintenance on its aircon? This is causing delay to all the passengers who need to rush for work in the morning.”
He also related an incident that happened when the PRC driver was asking everyone to get off the bus, “The PRC driver asked us all to alight at Lor 2 (Toa Payoh), near the center, speaking to us in Mandarin that the aircon is faulty and someone (has) complained. All the other non-Chinese races did not understand what he said and one Indian chap scolded him fxx bastard.”
TRE then sent a letter to SBS to make enquiry on behalf of the reader:
from Richard <[email protected] >
to [email protected]
date Thu, Mar 29, 2012 at 12:55 AM
subject Complaint on SBS bus service 105
.
To: Ms Tammy Tan
Director
Corporate Communications
SBS Transit
Hi, my name is Richard and I’m an editor for TR Emeritus (www.tremeritus.com).
We have a reader who emailed a complaint on SBS bus service 105 to us (see below).
We would like to hear your response to the following complaint.
In particular, we would like to know how good is the English of your PRC drivers?
Thank you.
.
Richard Wan
Editor
TR Emeritus
SBS replied that they are sorry for the inconvenience caused to affected passengers on board the service 105 when the air-conditioning system broke down.to [email protected]
date Thu, Mar 29, 2012 at 12:55 AM
subject Complaint on SBS bus service 105
.
To: Ms Tammy Tan
Director
Corporate Communications
SBS Transit
Hi, my name is Richard and I’m an editor for TR Emeritus (www.tremeritus.com).
We have a reader who emailed a complaint on SBS bus service 105 to us (see below).
We would like to hear your response to the following complaint.
In particular, we would like to know how good is the English of your PRC drivers?
Thank you.
.
Richard Wan
Editor
TR Emeritus
It confirmed that the aircon system had been serviced in the same Feb month when the bus’s aircon broke down, but “as with all mechanical devices, breakdowns do occur”.
SBS spokesperson said, “To minimise discomfort to passengers, our Bus Captain was instructed by our Operations Control Centre to transfer passengers to the next bus. Our Bus Captain cancelled the fares of about 30 passengers on board and also issued them with a complimentary bus ticket each as a gesture of goodwill for their next ride.”
SBS confirmed that the driver spoke in Mandarin, “He spoke in Mandarin and passengers on board generally complied with his instructions. Unfortunately, some passengers did not come forward to tap their cards out from the entrance as they alighted from the exit doors. As a result, their fares were not cancelled. These affected passengers can file a claim for a refund with TransitLink.”
SBS sought the understanding of passengers when communicating with PRC drivers, “Our Bus Captains from China are put through language courses as part of their training. But as language abilities take time to hone, we seek our passengers’ understanding.”
TRE produces SBS’s reply in full below:
from Grace Wu Kwai Chin <[email protected] >
to [email protected]
cc Pauline Tan Swee Ping <[email protected] >
date Fri, Mar 30, 2012 at 8:39 AM
subject Fw: Complaint on SBS bus service 105
.
Dear Mr Wan
Please refer to your email to Ms Tammy Tan regarding Mr Alan’s feedback. We have investigated the incident and here is our reply:
“We are sorry for the inconvenience caused to affected passengers on board Service 105 when the air-conditioning system broke down. The system had been serviced in February 2012 but as with all mechanical devices, breakdowns do occur.
To minimise discomfort to passengers, our Bus Captain was instructed by our Operations Control Centre to transfer passengers to the next bus. Our Bus Captain cancelled the fares of about 30 passengers on board and also issued them with a complimentary bus ticket each as a gesture of goodwill for their next ride. When doing so, he spoke in Mandarin and passengers on board generally complied with his instructions. Unfortunately, some passengers did not come forward to tap their cards out from the entrance as they alighted from the exit doors. As a result, their fares were not cancelled. These affected passengers can file a claim for a refund with TransitLink.
Our Bus Captains from China are put through language courses as part of their training. But as language abilities take time to hone, we seek our passengers’ understanding.”
Please attribute this reply to Ms Tammy Tan, Senior Vice President, Corporate Communications, SBS Transit.
.
Regards
Grace
to [email protected]
cc Pauline Tan Swee Ping <[email protected] >
date Fri, Mar 30, 2012 at 8:39 AM
subject Fw: Complaint on SBS bus service 105
.
Dear Mr Wan
Please refer to your email to Ms Tammy Tan regarding Mr Alan’s feedback. We have investigated the incident and here is our reply:
“We are sorry for the inconvenience caused to affected passengers on board Service 105 when the air-conditioning system broke down. The system had been serviced in February 2012 but as with all mechanical devices, breakdowns do occur.
To minimise discomfort to passengers, our Bus Captain was instructed by our Operations Control Centre to transfer passengers to the next bus. Our Bus Captain cancelled the fares of about 30 passengers on board and also issued them with a complimentary bus ticket each as a gesture of goodwill for their next ride. When doing so, he spoke in Mandarin and passengers on board generally complied with his instructions. Unfortunately, some passengers did not come forward to tap their cards out from the entrance as they alighted from the exit doors. As a result, their fares were not cancelled. These affected passengers can file a claim for a refund with TransitLink.
Our Bus Captains from China are put through language courses as part of their training. But as language abilities take time to hone, we seek our passengers’ understanding.”
Please attribute this reply to Ms Tammy Tan, Senior Vice President, Corporate Communications, SBS Transit.
.
Regards
Grace
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60 Responses to “SBS seeks the understanding of passengers when communicating with PRC drivers”
