According to the report at the Conference summarizing the work in 2025, deploying tasks for 2026 of Hanoi Transport Corporation (Transerco), in 2025, the customer care department of the Corporation received 140,807 calls and messages via Hotline 1900 1296, Zalo OA and official Fanpage channels.
In the total number of information received, there were 2,912 praises; 338 feedback information; 209 comments related to service quality; the rest were requests for advice and information support for passengers.
Notably, in 2025, there were 3,003 cases of passengers forgetting their belongings on buses. Through receiving information and close coordination between the customer care department and route management and operation units, all of the above cases have been successfully supported in finding their belongings. Many typical cases have left a good impression in the community.
Typically, on March 28, 2025, driver Mai Quang Mau and service staff Le Dac Tuan (route 114: Yen Nghia - Mieu Mon Bus Station) returned luggage to passenger Dinh Van Lai, inside which there was 100 million VND in cash, phone and many important papers.
Previously, driver Vu Xuan Huy and service staff Nguyen Thi Thanh Phuong (route 106: Mo Lao Urban Area - Aeon Long Bien Shopping Center) promptly returned a handbag containing 50 million VND to a passenger who had forgotten it on the car and had been awarded the title "Good people - good deeds" by the Chairman of Hanoi People's Committee.
