Annual Report 2021

76 Transport International Holdings Limited 2021 Annual Report SUSTAINABILITY REPORT club1933 A new membership scheme, club1933, was launched bringing a brand new travelling experience to passengers. Passengers can register on App1933 and travel by bus to earn redeemable points on exclusive privileges. Websites The KMB and LWB websites (www.kmb.hk and www.lwb.hk ), as corporate information portals, provide corporate news, promotion information and a customer enquiry service. The websites also serve our passengers by providing a map-based point-to-point bus route search function with 360-degree photo “Street View” and “Octopus Refund Enquiry” functions. Depot Visits To increase our stakeholders’ understanding of the daily operations at our bus depots, we received visitors from seven organisations in the reporting period, including social service organisations, Government departments and higher education institutes. We also engaged schools and non-government organisations through a depot visit programme to promote good manners and safety awareness on the bus, especially for students and families. We hosted 18 delegations in 2021. Excellent Customer Service KMB and LWB place great emphasis on providing quality services for customers and welcome customers who wish to express their views on bus service. At KMB and LWB, we treat substantive feedback as a reference for continuous service improvement and future service development. Introduction of Chatbot To provide more channels for passenger enquiries, KMB and LWB have set up an artificial intelligence Chatbot channel, bot1933, on their websites and App1933 to provide instant and year-round responses to customer enquiries. Since its launch in October, the capability of Chatbot channel to handle passenger enquiries was being enhanced and received positive feedback. Customer Service Hotline The KMB customer service hotline (2745 4466) and LWB customer service hotline (2261 2791) with a hotline operator service available daily, complemented by a 24-hour hotline system. Shortcut keys to get through to a live operator are available for prompt reporting of illegal parking that affects bus service and for providing assistance in finding lost elderly people. Customer Service Centres Our Customer Service Centres provide passengers with a one-stop service offering KMB and LWB souvenirs, Octopus card add-value services and the provision of bus route information, while the Tai Lam Interchange Customer Service Kiosk similarly provides a wide range of services. The kiosk provides cash withdrawal and free Wi-Fi services, as well as a range of convenience goods, providing a handy one-stop service. Tuen Mun Road Bus-Bus Interchange Customer Service Centre provides an air-conditioned waiting area for passengers to enjoy a comfortable environment. KMB and LWB has launched a Chatbot channel, bot1933, to provide instant and year-round response to customer enquiries