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Growing urgency of safety and comfort standards in transportation services
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E
nsuring the safety and comfort of users of public transportation, especially taxi services, is the responsibility of operators, particularly because their customers pay a substantial fare.
The government, through the Transportation Ministry, continues to remind both on-demand and conventional taxi operators to enhance their services as regards passenger safety and comfort.
However, there have been increasing complaints of late over a lack of safety and comfort in public transportation services, indicating the absence of a minimum service standard in the sector. Of greater concern is that this implies a higher potential of criminal activities in the sectors, such as harassment against passengers and even the loss of passengers' lives.
Kurnia Lesani “Sani” Adnan, chairman of the Passenger Transportation Division at the Organization of Land Transportation Owners (DPP Organda), said the public should receive good and safe transportation services that could be achieved if operators complied with the existing rules.
"Supervision of on-demand transportation service providers is the responsibility of two ministries, namely the Communications and Information Ministry and the Transportation Ministry. Due to the lack of strong regulations, many users have been affected and cases of crimes or harassment have increased recently in relation to on-demand public transportation," he said.
Sani emphasized that operators must prevent such incidents by maintaining passenger safety and comfort, including vehicle cleanliness, driving behavior, driver attitude and overall vehicle condition. Passenger safety and comfort was the operator’s responsibility, and an operator should be sanctioned if any of their drivers commit a crime.
Mediko Azwar, chief marketing officer of PT Blue Bird, said in a separate statement that operational standards were vital to ensuring that customers could travel safely and comfortably.
"Bluebird is committed to reminding everyone about service standards through the Standar Nyaman Indonesia [Indonesia Safety Standards/SNI] campaign, which was born from Bluebird's service philosophy of ANDAL” referring to aman (safe), nyaman (comfortable), mudah (easy) and personalise (personalised), he said.
“The SNI represents an improvement of the ANDAL commitment to remain relevant to these changing times. To continue being a reliable transportation provider in Indonesia, Bluebird not only needs to adapt and innovate, but also needs to consistently maintain the highest standards for the ease, comfort, and safety of its customers.
“With the SNI as the benchmark, Bluebird can maintain standards for vehicles, drivers and an integrated system that provides the best experience for customers, ensuring that they feel safe, comfortable and have an easy mobility experience," Mediko said.
Continuing, he explained Bluebird’s three pillars to ensure comfortable mobility: the fleet, professional drivers and accessibility.
"Through our fleet standards, we ensure that our vehicles undergo regular maintenance with a measurable system, ensuring they are roadworthy and impeccably clean for passengers to enjoy a comfortable journey,” he said of the first pillar.
“Additionally, passenger comfort depends on having professional drivers, which can only be achieved through strict and standardized selection processes. Bluebird has a standardized selection system for recruiting drivers and provides regular training to maintain service standards for our passengers,” said Mezar of the second pillar.
“To stay relevant with regard to the needs of the public, Bluebird has implemented an integrated system for bookings, payments and customer service accessibility. Phone and WhatsApp ordering services are still available at Bluebird, in addition to the MyBluebird app, which is now available in its latest version, as well as [...] Bluebird's partner apps,” he said.
“The integrated system offered by Bluebird represents the embodiment of service convenience.”
This article is published in partnership with Blue Bird Group.
