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Passenger Care and Service Excellence for Transport Operators

Develops passenger care and customer service skills for drivers and crew who carry the public every day, where reputation and repeat business depend on how travellers are treated. The programme covers courtesy, communication, handling vulnerable passengers, complaints and difficult situations. It is grounded in the busy, diverse and often crowded conditions of African passenger transport.

What you will be able to do

  • Deliver courteous, professional service to passengers throughout the journey.
  • Communicate clearly with travellers across languages and cultures.
  • Assist elderly, disabled and vulnerable passengers appropriately.
  • Handle complaints, disputes and difficult passengers calmly.
  • Maintain clean, comfortable and safe conditions for passengers.
  • Represent the operator brand positively at every contact point.

Course outline

  1. 01Service Excellence in Passenger Transport
  2. 02Courtesy, Conduct and Professionalism
  3. 03Communicating Across Languages and Cultures
  4. 04Assisting Vulnerable Passengers
  5. 05Handling Complaints and Difficult Situations
  6. 06Comfort, Cleanliness and Onboard Safety
  7. 07Protecting the Operator Reputation

Who should attend

This programme is designed for bus, taxi, shuttle and coach drivers, conductors, crew and passenger transport supervisors focused on service quality.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 18 Aug 2026Harare2US$1,100
24 to 25 Aug 2026Kampala2US$1,100
31 Aug to 1 Sep 2026Dar es Salaam2US$1,100
7 to 8 Sep 2026Pretoria2R10,000
14 to 15 Sep 2026Cape Town2R10,000
28 to 29 Sep 2026Online2US$900
5 to 6 Oct 2026Mozambique2US$1,100
12 to 13 Oct 2026Cairo2US$1,100
19 to 20 Oct 2026Accra2US$1,100
26 to 27 Oct 2026Lusaka2US$1,100
2 to 3 Nov 2026Kigali2US$1,100
9 to 10 Nov 2026Nairobi2US$1,100
16 to 17 Nov 2026Durban2R10,000
23 to 24 Nov 2026Johannesburg2R10,000
7 to 8 Dec 2026Mauritius2US$1,100
14 to 15 Dec 2026Dubai2US$1,100
21 to 22 Dec 2026Lagos2US$1,100

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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