Kenting Express, one of the oldest routes in Pingtung and a veteran of Taiwan Good Travel, has been facing criticism recently for its difficulty in serving short-distance passengers. Residents have raised concerns about the attitudes of the drivers on the Kenting Express, questioning whether they are being discriminatory towards passengers with shorter distances to travel. However, the management center of Kenting Express believes that there might have been misunderstandings in these cases. In response to these issues, the Pingtung County Government has emphasized the importance of the reservation ticket rule to avoid confusion between on-site queueing passengers and those who have reserved tickets in advance.
Established years ago, the Kenting Express operates between Zuoying High-Speed Rail Station and Kenting, with a total of 9 stops including Fangliao, Checheng Farmers’ Association, Hsia-Hsu Hall, Hengchun Transfer Station, Nanwan, Kenting Archway, Kenting Police Station, and Xiaowan (Kenting). While the route is long, with an average one-way journey taking approximately 2 hours and a roundtrip discounted fare of 600 New Taiwan Dollars, it remains a significant transportation option for tourists traveling south via the high-speed rail. However, due to its focus on long-distance travelers, there have been reports of drivers on the Kenting Express refusing to serve passengers with short distances to travel, particularly between Kenting and Hsia-Hsu Hall, often directing them to take local buses instead.
One incident that gained attention involved Lin Hongming, also known as the “Police Singer,” a native of Hengchun who ventured into the music industry after retirement. During a recent trip back home, Lin encountered a situation where a Kenting Express driver refused to transport a pair of out-of-town mother and daughter tourists on a short journey from Kenting to Hengchun Transfer Station. Not only did the driver emphasize over the intercom that they should not board if they were not heading to Zuoying High-Speed Rail Station, but he also instructed them to wait for the next bus, prompting Lin to intervene and demand that they be allowed on board. Lin expressed his disappointment, stating that despite being from Kenting, he has heard numerous accounts of passengers facing difficulties or being misled by drivers on the Kenting Express when traveling short distances. Witnessing the driver’s actions towards the mother and daughter, Lin believed it tarnished the tourism image and felt compelled to speak up for them.
The Kenting Express is jointly operated by Guoguang, Pingtung, and Kaohsiung Bus Companies, with a shared management center addressing the recent controversies as a misunderstanding. The center clarified that the stations related to Kenting currently offer online reservation tickets for the segment between Kenting and Zuoying High-Speed Rail Station, and as standing is not permitted on the express, drivers prioritize boarding passengers with pre-booked tickets for long distances. However, they stressed that short-distance passengers are still welcome on board, attributing the misunderstandings to the drivers’ statements. Moving forward, the three companies have committed to standardizing procedures and enhancing training to prevent such disputes from reoccurring. They also highlighted the high frequency of local buses, with one departing every 15 minutes, indicating ample transportation options for passengers with shorter distances to travel.
In response, the Pingtung County Government reiterated its commitment to enhancing travel convenience by implementing online reservations for the Kenting Express. As a result, passengers with online reservations are given priority boarding at certain stations, while on-site waiting primarily involves queueing. The government acknowledged the need to improve explanations regarding “online reservation ticket boarding” at these specific stations and pledged to reinforce education and promotion at key transportation hubs to minimize misunderstandings between on-site waiting passengers and those with reservations. Furthermore, they will integrate reservation status into the Pingtung County Intelligent Transportation Center for real-time monitoring and potentially request additional services from operators to accommodate demand.
Improving Service for Short-Distance Passengers
To address the challenges faced by short-distance passengers on the Kenting Express, efforts are underway to enhance service quality and ensure a smoother travel experience for all passengers. This includes providing clearer information on ticket reservation rules, training drivers to handle diverse passenger needs professionally, and optimizing scheduling to accommodate varying travel distances. By prioritizing passenger satisfaction and addressing feedback constructively, the Kenting Express aims to become a more inclusive and efficient transportation option for both local residents and tourists.
Enhancing Communication and Transparency
Effective communication plays a crucial role in resolving misunderstandings and improving service delivery. By fostering transparent communication channels between passengers, drivers, and management, the Kenting Express can proactively address concerns, clarify policies, and maintain a positive reputation. Open dialogue and regular updates on service improvements can help build trust and loyalty among passengers, contributing to a more harmonious and customer-centric transportation experience.
Community Engagement and Collaboration
Engaging with the local community and collaborating with relevant stakeholders are essential for the sustainable development of transportation services like the Kenting Express. By actively involving residents, businesses, and tourism authorities in decision-making processes, the express can better align its operations with community needs, promote economic growth, and enhance the overall travel experience for passengers. Through partnerships and mutual support, the Kenting Express can cultivate a strong sense of belonging and pride within the region, fostering a culture of excellence and innovation in public transportation services.
