Passenger Management By Carmen Daecher

Every once in a while, you are faced with a noisy or rowdy passenger who is distractive to the rest of the passengers and to you. Your total attention to the driving task is far too important for repetitive distractions because of one or a few passengers.

Even more often, passengers may engage in conversation with you. They are not distractive; they are only trying to be sociable. But, any prolonged conversation distracts you from your attention to the driving task.

So, how do you handle disruptive situations? Here are some tips on handling these distractions:

  • Politely, but firmly, ask the passenger(s) to lower their voice or to stop whatever it is that is distracting;
  • If this is not effective, ask the group leader (if there is one) to attend to the distracting situation;
  • If necessary, pull over to the side of the road to an area that is protected from moving traffic, and address the entire group directly about the distractions and what should be done so that you can continue to drive safely;
  • If all else fails, consult with your management and, if in consensus, remove the disruptive/unruly passenger(s) from the motorcoach.
  • File an incident report with your company.

For the sociable/talkative passenger, try the following:

  • Be polite in your conversation but suggest that you cannot carry on a conversation because of the need to be attentive to the driving task;
  • Suggest to them that you would love to continue the conversation when the bus is stopped and you can talk to them directly;
  • Keep your answers to inquisitive passengers as short and direct as possible. These are signals that you do not want to engage in conversation.

Always be polite to your passengers. But remember that you must control the social environment within the motorcoach. To have a group of unhappy passengers because of one or two noisy or unruly ones is not good for you or your company. And remember, your primary task is to drive safely and attentively. The happiest passengers are those who arrive at their destination.

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