Annual Report 2019

070 Transport International Holdings Limited 2019 Annual Report Sustainability Report Engaging Stakeholders App1933 To respond to the needs of our communities, we used App1933 to help find missing people, especially the elderly who may have dementia. Some passengers were found after appeals on App1933. 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”, LiveChat and “Octopus Refund Enquiry” functions. 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. The customer service kiosk at Hong Kong International Airport’s Ground Transportation Centre provides a passenger enquiry service and Airbus ticket sales. Customer Service Hotline The KMB customer service hotline (2745 4466) and LWB customer service hotline (2261 2791) handled about 1.59 million and 55,223 calls in 2019 respectively, an average of 132,266 and 4,602 calls a month, with a hotline operator service available daily from 7:00 a.m. to 11:00 p.m. being complemented by a 24-hour hotline system. LiveChat for Enquiries To provide more channels for passenger enquiries, KMB and LWB have set up a LiveChat channel on their websites and App1933 to provide instant responses to customer enquiries, offering a daily service from 7:00 a.m. to 11:00 p.m. The Customer Service Centre at the Tuen Mun Road Bus-Bus Interchange provides passengers waiting for buses with caring services