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Passenger Management
- 1/29If greeting passengers
Greet passengers politely and provide necessary travel information to create a safe and comfortable atmosphere.
When assisting boarding
Support elderly, disabled, or encumbered passengers when entering the vehicle to prevent accidents.
If operating accessibility equipment
Deploy equipment fully and securely, ensuring it supports the passenger weight and mobility device.
When passengers are standing
Avoid sharp braking or acceleration to reduce risk of falls or injuries.
If carrying young children
Make sure children are seated or holding on securely before moving off.
When managing luggage storage
Place luggage in designated storage areas to prevent movement during travel.
If passengers have prams or buggies
Ensure wheels are locked and prams are stable before the bus departs.
When passengers are moving inside
Allow passengers time to reach a seat or holding point before driving.
If passengers appear unwell
Stop if necessary and arrange medical support when health issues arise.
When monitoring passenger behaviour
Address disruptive conduct calmly and follow company protocols for escalation.
If an emergency occurs
Provide calm, concise directions for evacuation or safety measures.
When approaching sudden stops
Give a verbal or bell signal to brace before stopping abruptly.
If passengers need to disembark in an unscheduled location
Choose a spot away from hazards and traffic to let passengers off.
When controlling crowding
Prevent overcrowding that may block aisles or exits.
If a passenger is intoxicated
Deny boarding if the person poses a safety risk to themselves or others.
When passengers are carrying hazardous goods
Enforce rules banning flammable, toxic, or otherwise unsafe goods.
If handling fare disputes
Keep discussions non-confrontational and avoid delaying the journey unnecessarily.
When using public address systems
Provide essential information without distracting from driving duties.
If children are travelling alone
Keep an eye on unaccompanied minors and assist at boarding and departure points.
When approaching busy stops
Slow earlier and allow extra time for safe boarding and alighting.
If passengers need priority seating
Ask other passengers to vacate designated seats for those who need them.
When passengers bring animals
Allow assistance dogs and ensure they are safely accommodated during travel.
If a passenger causes a disturbance
Pull over in a safe location and follow procedure for removal or police contact.
When informing passengers of delays
Keep passengers informed to reduce frustration and confusion.
If passengers are unfamiliar with the route
Give clear directions and confirm stop locations when asked.
When passengers ask for help with heavy items
Provide help without compromising personal safety or operational duties.
If a passenger falls on board
Offer assistance, call emergency services if required, and complete an incident report.
When operating in tourist areas
Offer brief, helpful details about key stops and attractions without distraction.
If passengers refuse to follow safety instructions
Warn, refuse carriage, or involve authorities when non-compliance threatens safety.