The passenger was confused because he probably didn’t have time to prepare change, and the bus conductor had to squeeze through the crowded bus at rush hour to give change. Later, when there were no passengers, I asked the bus conductor: “Why are you so difficult?” and he replied: “To be honest, it’s just a matter of choice, we are required to always be friendly to customers. But you see, the job is not easy, the salary is not high, and there is a lot of pressure. But it’s true that there are some days when I get frustrated and just complain for a few hours, but I have to learn from my mistakes.”
Now, the bus conductors are much relieved because the ticket checking has been "digitalized" by a software on mobile phones, so they don't have to worry too much about "a lump sum" of change anymore.
In fact, recently, the service attitude of bus staff has improved a lot, more enthusiastic, gentle reminders. Recently, the story of a bus conductor on route 101A (Giap Bat Bus Station - Van Dinh Town) of Tan Dat Center, under Hanoi Transport Corporation (Transerco) who assisted an elderly passenger with signs of a stroke has moved many people. On the bus at the end of November, while the bus was moving, an elderly man suddenly fell to the floor. Everyone around was shocked, and the conductor ran down to help him up and saw that the old man was sweating profusely, his eyes were rolled back and his mouth was crooked. He pressed the philtrum, wiped the sweat, and rubbed the old man's temples to help him relax. The elderly passenger was helped to sit up but his pulse was fast, he felt nauseous, and he could not stand up. Seeing that the situation was not improving, the conductor informed the driver, the operator and took him to Phu Xuyen District General Hospital. After taking the old man to the hospital, he and the driver returned to work. He said: “It took about 15 minutes from the time of the incident to the hospital. When we got there, I tried to carry him as fast as I could to the emergency room.”
Previously, the driver and bus assistant of route 101B (Giap Bat Bus Station - Dai Cuong, Ung Hoa) belonging to Tan Dat Center - Branch of Hanoi Transport Corporation (Transerco) going from Dai Cuong to Giap Bat, when passing through Phu Xuyen town, they encountered 2 injured people lying on the side of the road due to a previous traffic collision, but no one had helped to take them to the emergency room. The driver and staff proactively stopped the bus, got out with some passengers to check, then reported the incident to the unit and asked to use the bus to take the victims to Phu Xuyen Hospital for emergency treatment.
Hanoi is trying to encourage people to use public transport to reduce traffic congestion and pollution. Along with efforts to be on the right route, on time, and use technology in bus operations and services, the attitude of drivers and staff is also a factor in making people trust and want to use buses more for travel.
Transerco leaders believe that with positive changes in service attitudes and enthusiasm in helping people, thousands of drivers and assistants will become ambassadors in the campaign to encourage people to participate in public transport, so that Hanoi will become more civilized, greener and cleaner.
