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Transjakarta to review passengers’ complaints, promises better service
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Transjakarta bus passengers are forced to disembark on Jl. KH Hasyim Ashari in Central Jakarta, following the start of a wildcat bus workers' strike on June 12. (kompas.com/Andri Donnal Putera )
PT Transjakarta has promised to address a long list of passenger complaints in order to improve its service in the future.
During the belated celebration of National Customer Day on Thursday, the management of PT Transjakarta directly dealt with passengers at the bus stops and inside the buses to hear about their complaints.
Transjakarta director Budi Kaliwono stood in as a bus stop attendant, operational director Daud Joseph as an onboard attendant, finance and general director Widi Widananto as a cashier and technical and facility director Wijanarko as a bus driver.
Budi said a lot of passengers had complained about severe traffic congestion in the afternoon.
“We explained to them about the challenges we faced,” Budi said on Thursday as quoted by kompas.com.
Currently, the chronic traffic congestion was a result of the ongoing construction of over- and underpasses, Budi said.
However, Transjakarta and the Jakarta Transportation Agency have tried to ease the congestion, for instance, by diverting traffic and arranging contraflows, Budi said.
Apart from that, passengers complained about dirty bus stops and broken automatic doors.
Passengers also bemoaned inoperative information display screens at some bus stops, which hindered them in monitoring the arrival times of buses.
Budi said Transjakarta would review such complaints to improve its service.
“We hope that this [monitoring] can be a new inspiration for Transjakarta employees to serve their passengers better and more seriously,” Budi said. (cal)
