Annual Report 2025

74 Transport International Holdings Limited 2025 Annual Report SUSTAINABILITY REPORT APP1933 With one million unique daily users and seven million downloads, APP1933, the mobile application operated by KMB and LWB, provides convenient and personalised services for passengers. The new version, launched in June 2025, introduced enhanced features for easier and more accurate access to bus information. Key features include: Chatbot – bot1933: Available on the websites and APP1933, this AI-powered chatbot provides instant, round-the-clock responses and facilitates the collection of user feedback; Customer Service Hotlines: KMB (2745-4466), LWB (2261-2791) and Sun Bus (2372-0638) offer daily manned hotlines, supported by a 24-hour automated system with shortcut keys for prompt assistance, including “Tourist Day Pass” inquiries and support in locating elderly individuals who have gone missing; Customer Service Centres: Located in Tsim Sha Tsui and at Hong Kong International Airport, the Centres offer one-stop services, including souvenirs sales, Octopus card value-adding service, and bus route information. In addition, convenience stores at Tai Lam Tunnel BBI and Tuen Mun Road BBI cater to customers’ daily needs while they wait; Real-Time Estimated Time of Arrival (ETA) and Traffic Alerts: Provides arrival times based on live traffic conditions for KMB, LWB, and other franchised bus companies. Boarding Alerts: Allows passengers to set reminders for specific routes and boarding times for stress- free commuting. club1933 loyalty programme: Enables members to earn points redeemable for gifts or donations, as well as eCoins for fare payment. AI Route Search: Instantly suggests the fastest and most convenient route combinations. club1933 By the end of 2025, club1933 had recorded over 620,000 registered members. Members can earn club points and convert them into eCoins to pay for bus fare payment, charity donation, or gift redemption. Websites The KMB and LWB website (www.kmb.hk) and the Sun Bus website (www.sunbus.com.hk) offer a user-friendly experience with integrated service information, enabling users to access relevant details quickly and conveniently. Excellent Customer Service With a firm commitment to delivering quality services, KMB and LWB value customer feedback as a key driver for continuous improvement and future development. AI