Diff in dealing with PRC in Sinkapore and China

[HellAngel]

Both case are a little similar, both families refused to get off the bus. But the end results are hell lot of difference. No wonder the PRC loves Sinkapore. Every Sinkie is a push-over.

If the family was in Sinkapore, I'm sure STB may even give them a free trip to the tourist attraction of their choice with hotel room thrown in.

A family was attacked after quarreling with a tour guide on a trip to Badaling Great Wall over the recent Chinese New Year holiday, a time when 7.65 million visitors flocked through the city's gates.

Cui Jianguo and his family, from Zhangjiakou in Hebei province, were handed a flyer last Sunday outside the National Stadium for a one-day-tour to the wall, Beijing Times reported yesterday.

The Hebei family was picked up by a minibus near Guanzhuang at 4 am on Monday morning and taken to Xicheng district, then transferred onto a coach.

A female tour guide on the bus told Cui and his wife to seat their 9-year-old twin sons on their laps.

"She spoke us in a very impolite way, so we complained. We never thought she would get so mad at us," Hu Lin, Cui's brother-in-law, was quoted as saying.

Hu said the tour guide asked them to get off the vehicle but they refused.

"The woman rounded up seven or eight guys from the area who beat us up," Hu said.

According to medical records from Beijing No.2 hospital, Cui received a skull fracture and a wound behind his left ear, the newspaper reported.

Hu's hands were also injured, and the clothing of both men was damaged Local police said they have detained two people, who claimed they were licensed tour guides trying to stop the fight.

The rented coach belongs to the Beijing Automotive Group. The company dodged questions about who had rented their vehicle. Xicheng police is investigating the case.

"It is quite possible that the trip was arranged by an unlicensed travel agency," Song Jun, a press officer from the Beijing tourism administration, told METRO yesterday.

He said unlicensed travel agencies are a big problem for the Beijing tourism market. The administration is trying to regulate the market, but said it cannot do it alone.

"We are cooperating with Beijing police, urban administration and many other government agencies. We strongly suggest all travelers go to licensed agencies and not fall for random adverts," he said.

The recent Chinese New Year holiday saw a rise of more than 5 percent in visitors to Beijing, compared with last year. The tourism income hit almost 3 billion yuan and an 11.8 percent growth.

According to Ctrip.com, the biggest online travel agency in China, Beijing has taken over Shanghai as the most popular city.

A PRC couple together with a 90 year old granny, a female friend and a maid boarded a SBS bus without wheelchair accessibility at Mandai and was told by the bus captain that they were not allowed to bring the wheelchair up the bus due to safety reasons. However, they insisted on doing so and sat on the bus for 6 hours, refusing to leave!

The bus captain has no choice but to stop the bus along the road and after informing the SBS’s headquarters, transferred the other passengers alread aboard to another bus, but still the PRC family did not alight from the bus.

The police were alerted to the scene to settle the dispute to no avail. The five of them continued to cry, wail and scream on the bus that they want to go home.

They kept complaining to the policemen:

“We want to go home! We haven’t had lunch yet or gone to the loo! There are no buses now to go back, what should we do?”

End up SBS had to pay for their cab fare to send them home.

 

[po2wq]

if case 1 happen in sg, ze sbs bus driver wil oso chase ze local sporean family off ze vehicle ...

 

[Cestbon]

The 1st in China beat up customer is wrong.
2nd in Singapore consider bad luck to have such customer. SBS done the right thing just dont want to make the matter worst by sending them home with free cab fare.
Bus captain also bo liao. Just up them in the bus and go all this mesh will not happen but the passenger need to carry his own wheel chair and granny since the customer itself want ride on the bus .
All black and white rule make all brain cannot think grey area.
Captian called headquarter, sure headquarter said cannot or later the person need to answer all the problem.

 

[kingrant]

In the second case, I think it's lack of proper customer relationship handling by SBS. Of course, SBS is not the only organisation. Ritz-Carlton Hotel trains its staff very well and lets its frontline staff take his or her own initiative , and even allows them to spend up to $1000 (amount depends on each country) to appease a dissatisfied customer. If SBS gives its captains the same rope without first proper training, they may end up killing themselves or the passengers with the rope. So I think it has to do with teaching the bus captains to take their own initiatives in a sensible way and then back them up if they made errors, so they learn from their errors, not penalising or sacking them. Part of this training can be on what-if scenarios and let them analyse and develop their own solutions for management to review and approve. I'm not saying we shld be mollycoddling unreasonable passengers. For these scums, better off to call the boss down and let him deal with them and drive the bus off for the rest of the passengers.