Annual Report 2020

82 Transport International Holdings Limited 2020 Annual Report Sustainability Report App1933 has a “Missing Person Notice Function” to help find missing elderly The new opening of Tuen Mun Road Bus-bus Interchange Customer Service Centre (Kowloon- bound) provides a comfortable waiting area for passengers App1933 KMB has further launched the “Missing Person Notice Function” on App1933 to strengthen assistance in locating missing elderly people by their Octopus numbers. Passengers received the notice through App1933 to help find missing elderly. Meanwhile, when a missing person boarded the bus and tapped the card, the system will alert the bus captain to identify the elderly person. 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, 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 0.98 million and 20,000 calls in 2020 respectively, an average of 81,250 and 1,600 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. 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. 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.