Metrobus opens more communication channels

25 May 2017

 

In a bid to improve its customer service, Johannesburg Metrobus, the City of Johannesburg’s public bus passenger service, is stepping up its interaction with the more than 70 000 commuters it transports daily through multiple communication channels.

 

The launch of the three channels – the Customer Care E-mail ( customer@mbus.co.za">customer@mbus.co.za), customer Care Line 011 403 0019 and the Customer Care Centre at Ghandi Square in downtown Johannesburg – will make communication between the entity and its customers more effective.

The Ghandi Square centre operates between 7.30am and 7pm. Commuters can plan their trips using printed time tables and maps or by accessing information from its website or the Vaya Moja App.

According to Metrobus Acting Managing Director Zane Mheyamwa, the three communication channels will help improve both the bus company’s efficiency and responsiveness to commuters’ needs.

He said because Metrobus played a big role in transporting commuters within Johannesburg on a daily basis, continuous training was being provided to its drivers to enhance customer service and etiquette and to meet road service standards.

“The training seeks to highlight the importance of passengers as customers, enhance customer service, improve service in the public transport sector and address issues relating to passenger-driven relations,” Mheyamwa said.

“At every point of customer contact, our employees must recognise customer service as a priority. This means ticketing agents, bus drivers and call-centre operators must at all times maintain a friendly and considerate demeanour towards commuters when addressing their needs. We are committed to providing a quality service to all our commuters as well as accommodating diversity and disability,” Mheyamwa said.

Metrobus has also apologised for the inconvenience caused to commuters after its ticketing points of sale went offline.

Two weeks ago, Metrobus moved from the old to a new system at point-of-sale units. During the migration process technical glitches were experienced in Rosebank and Cresta, according to Metrobus spokesman Nkosinathi Nkabinde.

“The technicians have identified the problem and are attending to it. Once the new system is fully operational, it will improve the services at point-of-sale units,” Nkabinde said.

Meanwhile, Metrobus commuters can buy tickets at Ghandi Square, Roodepoort Depot, Eldorado Park Depot or on the buses.