Annual Report 2024

89 2024 Annual Report Transport International Holdings Limited Customer Service Hotline KMB, LWB and Sun Bus offer a manned customer service hotline (2745 4466, 2261 2791, and 2372 0638, respectively) with human operators available for enquiries daily. The service is complemented by a 24-hour hotline system, featuring shortcut keys that quickly connect callers to a live operator for prompt assistance with the “Tourist Day Pass” and locating lost elderly individuals. Customer Service Centres Our Customer Service Centres, located at Tsim Sha Tsui and Hong Kong International Airport, provide customers with a one-stop service, including KMB and LWB souvenirs, Octopus card add-value services and bus route information. Additionally, at Tai Lam Tunnel BBI and Tuen Mun Road BBI, convenience stores are available for food and beverages, catering to customers’ daily needs and indulgences while they wait. Smart Lockers KMB has installed self-service lockers at 35 bus termini to provide customers with the convenience of picking up parcels easily at bus termini, elevating customers’ riding experience to a new level. To provide additional assistance for passengers retrieving their lost items, these smart lockers at bus termini also serve as collection points for lost property. Membership of Associations and Advocacy During the reporting period, we further strengthened our connection with stakeholders by joining the following organisations: Business Environment Council; Employers’ Federation of Hong Kong; Federation of Hong Kong Industries; Hong Kong Association for Customer Service Excellence; Hong Kong Brand Development Council; The Chartered Institute of Logistics and Transport in Hong Kong; and The Hong Kong General Chamber of Commerce. Serving the Community We make continuous efforts to understand the evolving needs of our community and proactively contribute to various societal initiatives. Leveraging the Group’s business strengths and resources, we are committed to creating a positive social impact by engaging the elderly and fostering youth development. Missing Elderly Assistance Programme KMB and LWB provide assistance in locating lost seniors, especially those with dementia. A quick-dial option has been added to the KMB Customer Service Hotline, allowing callers to promptly report missing persons and provide relevant information. Upon receiving a request for assistance, KMB will enter details, such as the missing person’s name, characteristics and Octopus card number, into a central system. When a lost elderly person boards our bus, the bus captain is alerted by a warning signal and a red light. The system also notifies KMB’s 24-hour Radio Control Section and Hotline, allowing us to provide immediate assistance. In 2024, we received 300 requests and successfully located 28 lost seniors, while the others were reunited with their families through other channels. KMB has installed smart lockers at bus termini to facilitate parcel collection and lost item retrieval, enhancing the passenger experience The LWB Customer Service Centre at the airport offers one-stop services for residents and travellers, including route inquiries, and the sale of Tourist Day Passes and bus tickets