Tinaye Agere
Your Money, Your Call
Cresencia Marjorie Chiremba
Incessant tales of lost luggage are a testimony to a crisis that has eroded trust between passengers and local bus operators.
From harrowing accounts of missing belongings to the callous disregard exhibited by bus companies, the issue has reached epidemic proportions.
A traveller’s journey turned into a nightmare after their luggage, stored in a poorly secured bus boot, was lost during the trip.
The luggage compartment was secured by a wire that broke along the way.
The bus company’s refusal to provide adequate compensation has added insult to injury. The passenger is now seeking legal recourse for full compensation, which, however, is proving to be a costly route. This is not an isolated case as several local cases of lost luggage loss have been reported, highlighting the ongoing problem of passenger safety and security.
Despite numerous complaints, bus operators seem reluctant to address this persistent problem.
It is unfortunate that passengers are subjected to such a nightmare after paying for travel tickets and for the luggage, trusting their belongings will be well taken care of.
The lack of accountability and proper compensation mechanisms leaves travellers feeling helpless and undervalued.
For many, bus travel is a primary mode of transportation, especially when going for long distances within the country or to neighbouring states. It is affordable and accessible, making it a popular choice.
However, bus travel comes with its own set of risks, particularly regarding the safety and security of passengers’ belongings.
Passengers expect their stuff to be handled with care. They also expect that bus operators will take necessary precautions to prevent loss or damage. However, this is not always the case. In the case of the traveller mentioned earlier on, the use of a wire to secure the boot shows negligence. Such behaviour reflects poorly on the standards of service provided by some bus operators.
Bus companies have a responsibility to ensure the safety and security of their passengers and their belongings.
This includes use of proper equipment to secure luggage compartments and implementing protocols to prevent loss or damage. When incidents occur, it is the duty of the bus crew to address it promptly and fairly.
But many passengers report that bus operators are often reluctant to take responsibility for lost or damaged baggage. Compensation, when offered, is often insufficient to cover the value of lost items. The passenger referred above lost valuables worth about US$200 but the conductor of the bus offered US$60 as compensation.
This lack of accountability erodes trust and leaves passengers feeling exploited.
The Consumer Protection Act provides a framework for addressing grievances related to goods and service, including transportation.
According to the Act, consumers have the right to fair treatment and compensation for losses incurred due to negligence or poor service.
Transporters used to hide behind a disclaimer “nhumbi dzenyu dzikarasike hatiripi”. However, it was outlawed and it is now an offence to use such disclaimers.
The public can now approach the Consumer Protection Commission, the Consumer Council of Zimbabwe or any designated consumer body, lawyers or the courts for redress.
To address this issue, bus operators must adhere to higher standards of service, including properly securing luggage compartments and regular maintenance checks.
Operators should have clear and transparent compensation policies in place. Passengers should be informed of their rights and the procedures for claiming compensation in the event of lost or damaged baggage.
Passengers should be educated on their rights under the Consumer Protection Act and the steps they can take in seeking redress in case of grievances.
The Government and other relevant authorities must enforce stricter regulations and conduct regular inspections to ensure compliance with safety and service standards.
As consumers, passengers have the right to demand better service and accountability from bus operators. It is only through collective effort and advocacy that meaningful change can be achieved, ensuring that the hidden costs of bus travel do not continue to burden the travelling public.
Cresencia Marjorie Chiremba is a marketing consultant with a strong passion for customer service/experience. For comments, suggestions and training, she can be reached at: [email protected] or +263712979461, 0719978335, 0772978335.
Online Reporter