Although public transport changes to the system are quite frequent, and there are still many complaints from passengers. For example, JSC "Communication services" on the page on Facebook consumers mostly express dissatisfaction with late or no-show vehicles. Nevertheless, it is noted that drivers sometimes behave unethically or even violate road traffic rules.
More than a hundred complaints per month
UAB "Vilnius public transport" (VVT) communication representative Rasa Norkienė confirmed to Made in Vilnius that complaints are indeed received. During the second in the quarter, the company counted an average of 110 claims per month. Half of them were dissatisfaction with the work of the drivers. According to the communications representative, passengers usually complain about the work culture of carriers, the second most frequent complaint is unpunctuality or other reasons related to traffic schedules and route adjustments, and the third most common complaint is the unsatisfactory technical condition of vehicles. According to R. Norkienė's data, on average 72% of all complaints are successful. "It is important to investigate the reasons and circumstances of the complaint as objectively as possible, because it depends on what responsibility the driver will have", explains the representative of "VVT".
According to company regulations, employees (not necessarily only drivers) may be subject to a warning, reprimand, or dismissal for misconduct. Dismissal is the least common form, which, according to R. Norkienė, accounts for only about 6% of the total number of drivers' fines.
The interlocutor calls the work of a driver very stressful, requiring the performance of many different types of actions at the same time, i.e. driving safely, keeping track of the schedule in case of traffic jams in the city, providing information to passengers or selling tickets. As a result, since the end of last year, VVT has been organizing "Management of complex situations" training for all drivers. Drivers must also improve their professional knowledge, so they must complete a special vocational training program every 5 years. All drivers are trained to assist the disabled and must be aware of customer service standards.
What about other cities?
As stated in the report sent by Public Enterprise "Klaipėdos keluininis transportas" (KKT), this company is a regional transport agency that contracts carrier companies (8 of which are currently operating in Klaipėda city and suburbs) to provide passenger transportation services. None of the drivers transporting passengers work at KKT, but the contracts with the carriers define the quality of the service they provide and material sanctions for poorer work than specified in the contract. The company assures that the exact adherence to the schedule is controlled automatically based on GPS data. Carriers are penalized for violations.
Complaints about inappropriate behavior of drivers are published in the guest book online. The most common problems reported in it are overcrowded buses and deviations from traffic schedules, but there are also complaints about driver behavior. In total, the institution received 7563 reviews last year. This figure is also determined by the fact that KKT also administers paid parking, controls taxis and shuttle taxis. Passengers also write reviews about these services.
KKT representatives assure that, in conflict situations, the videos of the bus cameras are reviewed and based on that, a decision is made to contact the carrier to punish its employee.
In order to prevent cases of inappropriate driver behavior, KKT claims to organize special courses. "This spring, we organized training on how to fit on the road with cyclists, how to help disabled people and mothers with children to get on," reads the message sent to the editorial office.
Beautiful located but with branches in other cities, UAB "Kautra", although "Made in Vilnius" boasted that it was the country's largest intercity passenger transport company in Lithuania, it testified that the employees of this company also face various incidents on the road. It is true that the company's Quality Control Department did not specify how many complaints Kautra receives and whether they receive them at all. "We have no desire to punish drivers, but we teach them good examples," the statement reads. "Kautra" representatives explain that every driver who misbehaves with customers is additionally trained in order to avoid conflicts in the future.
The company also claims to hold training sessions on various topics even several times a year. We are also thinking about preparing a driver's specialty in the relevant educational institutions.
Attention is paid not only to the behavior of drivers, but also to their appearance
in 2011 UAB "Vilniaus Troleibusai", which has not yet merged with UAB "Vilniaus Buses", announced the introduction of mandatory uniforms. Vidmantas Striška, then director of "Vilniaus Troleibusų", testified that uniforms are necessary for drivers, as their current clothing is unrepresentative. However, when the companies merged into one UAB "Vilniaus viešasis transportas", this idea was abandoned because, according to the then director of VVT, Gintaras Nakučis, it was a decision that required a lot of funds.
True, it seems that the situation is going to be changed. According to VVT representative R. Norkienė, the company is currently conducting a public procurement tender to purchase driver uniforms. "We plan that the drivers will already wear the new clothes in late autumn," informs the communication specialist.
In the other passenger transport companies we interviewed, the uniform is no longer a novelty. For example, UAB "Kautra" explains that the company has implemented a policy not only for evaluating behavior, but also for wearing clothing. When coming to work, each driver undertakes to wear the uniform and tie provided by the company. Nevertheless, Kautra representatives admit that sometimes there are cases of non-compliance with the dress code, especially on hot days.
The uniform wears and Klaipėda working drivers. KKT representatives claim to have signed new contracts with carriers, which stipulate that drivers must wear uniform clothing.
Author of the article: Evelina Knutovič, MadeinVilnius.lt
