Weed out errant bus operators

TS,Friday June 11, 2010

I am appalled by the poor service and attitude of express bus operator as related in “Disappointed
with bus journey to Singapore” (The Star, June 10).

Passengers will continue to receive such treatment if no punitive measures are put in place against
errant bus operators.

The licensing and enforcement authorities should impose standardised refunds and compensation
that can deter bus operators from reneging.

For example, they could be required to give full refunds if passengers do not reach the destination
due to the fault of the bus or the operator.

Passengers should be compensated by 25% of the fare for every hour or part thereof when
departures are delayed upon expiry of a 30-minute grace period.

When the bus doesn’t show up after four hours of the scheduled departure time, passengers should
not only get a full refund, they should also be compensated with an amount equivalent to the bus fare.

Operators will be made accountable if the e-mail addresses of the bus company and also the
enforcement agency are printed on the tickets so that aggrieved passengers can provide the full details.

The authorities and the operators need to be more earnest by putting in the necessary checks and
balance in place and to weed out errant staff and players.

YS Chan

Kuala Lumpur