In the second half of 2023, the Municipal Transportation Commission accepted a total of 31,645 complaints from the public transport industry, an increase of 21.65% over the first half of the year, including 8,571 complaints, an increase of 32.9% from the previous year.
Among the operating companies, Shanghai Shuilutong Tourism Development Co., Ltd., Shanghai Airport Bus Co., Ltd., and Shanghai Golden Globe Taxi Co., Ltd. have the highest number of complaints per 10,000 people.
Among the bus lines, the three bus lines of Minhang No. 12, No. 71 and No. 196 ranked first in terms of the number of complaints in the semi-annual period.
These businesses have the most complaints
In the second half of 2023, the average number of complaints about the passenger flow of public transport enterprises will be 0.13, an increase of 0.03 from the first half of the year and an increase of 0.01 from the same period in 2022.
A total of 17 bus companies in the city had more than 0.13 complaints per 10,000 people, accounting for 54.8%, of which Shanghai Water and Land Tourism Development Co., Ltd. had the most complaints (1.51 cases).
These lines have the most complaints
In the second half of 2023, the top 10 bus lines with the highest complaints belong to 5 bus companies. Among them, Minhang 12 Road ranked first in the number of complaints and 10,000 complaints in the first half of the year, reaching 92 and 0.67 respectively. The line is operated by Shanghai Golden Globe Taxi Co., Ltd. The line is operated by Shanghai Golden Globe Taxi Co., Ltd. Among the routes operated by Bus Company 1, there are 4 routes with a high number of complaints, namely 37, 55, 406 and 115.
Complaint hotspots
In the second half of 2023, bus complaints will mainly focus on three types of problems: "irregular stops", "station management" and "service attitude". Shanghai Jinqiu Taxi Co., Ltd.'s Minhang 12 Road ranked first in the number of complaints on each of the three complaint hotspots.
Non-standard stops. Including non-stop, non-secondary stop and other issues. The average number of complaints per 10,000 people was 0.03, and 13 companies exceeded the average. Among them, Shanghai Jinqiu Taxi Co., Ltd. had the highest number of complaints per 10,000 people (0.27 cases), and Minhang 12 Road, which operated by the company, had the largest number of complaints about such problems (37 cases).
Depot management. Including vehicle management, departure time and other issues. The average number of complaints per 10,000 people was 0.02, and 13 companies exceeded the average. Among them, Shanghai Airport Bus Co., Ltd. had the highest number of complaints per 10,000 people (0.24). Minhang 12 Road (Golden Globe Taxi) has the largest number of complaints (17 cases) about this kind of problem.
Service attitude. The average number of complaints per 10,000 people was 0.02, and 19 companies exceeded the average. Among them, Shanghai Water and Land Tourism Development Co., Ltd. had the highest number of complaints per 10,000 (0.41). Minhang 12 Road (Golden Globe Taxi) has the largest number of complaints (13 cases) about this kind of problem.
Source: Letters and Visits Office of the Municipal Transportation Commission, Command Center of the Municipal Transportation Commission
Editor: Ni Xiaolan
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