Annual Report 2023

80 2023 Annual Report Transport International Holdings Limited SUSTAINABILITY REPORT Enhancing passenger riding experience through attention to detail For residents in Hong Kong, buses have become an integral part of daily life, serving as a popular mode of transport for commuting to work, attending school and conducting routine travel. With over 2.5 million passenger trips on KMB buses each day, our mission is to ensure not only their safe arrival at destinations but also an enhanced riding experience for each customer. Over the past year, KMB has continued to listen to customers’ feedback and monitor market demands. We have diligently conducted research and implemented follow-up actions to optimise our service across various aspects, including the interior design of bus compartments, payment methods, as well as the layout of bus termini. We have introduced a series of innovative measures aimed at providing our customers with a more comfortable and convenient bus service, seamlessly enhancing their experience without them even noticing. In response to the changing times, we have been introducing more scientifically based and user-friendly designs for the interior of our buses. For instance, recognising the importance of enabling family members or groups of friends to sit together and communicate during bus journeys, KMB is the first bus company in Hong Kong to introduce four-person “face-to-face seats” on the upper deck of buses. This innovative design allows families or friends to interact and enjoy the scenery together. To ensure a more comfortable journey for passengers, the “face-to-face seats” have been specially arranged to provide expanded legroom and seat width, creating a more spacious environment and elevating the riding experience for passengers. In addition, we have also upgraded the general seating, widening the spacing to allow passengers more room to stretch their bodies. Therefore, passengers will not feel burdened, even during longer bus journeys. Furthermore, the bus cabin is designed with additional storage space to facilitate passengers in storing their luggage or other belongings, thereby enhancing overall customer satisfaction. In terms of payment methods, there are increasing number of options available in the market. In response to this, KMB and LWB began introducing a diversified e-payment system since 2020. The system has evolved from initially supporting nine e-payment methods and being applicable only to certain routes to accepting 16 e-payment methods, including contactless payments, mobile payments, and QR code payments. Also, the system is now available across all 450 routes, providing passengers with a comprehensive range of payment options. CASE STUDY