Annual Report 2020

2020 Annual Report Transport International Holdings Limited 83 Customer Service Centres provide passengers with a one-stop service Customer Feedback KMB and LWB place great emphasis on providing quality services for customers and welcome customers who wish to express their views on bus service. All customer feedback is handled with due care. KMB and LWB treat substantive feedback as a reference for continuous service improvement and future service development. Hosting Visits To increase our stakeholders’ understanding of the daily operations at our bus depots, we received visitors from three organisations in the reporting period, including social service organisations and overseas delegations. We have also engaged schools and non-government organisations through a depot visit programme to promote good manners and safety awareness on the bus, especially for students and the elderly. We hosted two delegations in 2020. Membership of Associations and Advocacy During the reporting period, we further strengthened the connection with stakeholders via participation in the following organisations: Business Environment Council; Employers’ Federation of Hong Kong; Federation of Hong Kong Industries; The Chartered Institute of Logistics and Transport in Hong Kong; and The Hong Kong General Chamber of Commerce. Serving the Community We take steps to understand the needs of our community and actively support various initiatives in society. We leverage the Group’s business strengths and resources to optimise positive social impacts, mainly through engagement with elderly people and nurturing youth development. To support the elderly and passengers in need, each year KMB and LWB participate in the International Day of Disabled Persons event organised by The Hong Kong Council of Social Service, offering free rides on all bus routes to people with disabilities and one accompanying carer. KMB and LWB also supported the annual Senior Citizens Day by offering free rides to people aged 65 and over. We sponsor and participate in a variety of local community programmes, including The Community Chest of Hong Kong’s Dress Casual Day and Suicide Prevention Services’ Virtual Charity Walk, as well as taking part in The Hong Kong Council of Social Service Caring Company Patron’s Club. In 2020, KMB provided bus body advertisements for 13 non-governmental organisations (“NGOs”) on 23 buses. We donated two tailor-made bus stop poles to Caritas Harold H.W. Lee Care and Attention Home and Caritas Jockey Club Integrated Day Services Centre for the Elderly to help prevent elderly people with dementia from missing and assist them in receiving treatment. KMB staff and FRN have participated in Suicide Prevention Services’ Virtual Charity Walk KMB has provided resting areas at three bus termini for the public having meal during the restrictions on dine-in services at all times