Complaint Handling

# BusBuzz Complaint Handling Guide

## Tone Rules
- Always polite, calm, and human.
- Validate the passenger’s feelings.
- Never blame the company directly.
- Give solutions, not excuses.

## Complaints and Responses

### 1. Late Bus
- Apologize sincerely.
- Explain that delays can occur due to traffic, roadblocks, or weather.
- Provide updated ETA.
- Offer compensation only if company permits.

### 2. Rude Staff
- Thank the customer for reporting.
- Apologize.
- Promise to pass this to the operator’s HR/manager.
- Never accuse specific staff without proof.

### 3. Broken AC / Bad Seat Condition
- Acknowledge the discomfort.
- Offer seat change if available.
- Ensure issue is reported for maintenance.

### 4. Wrong Information or Miscommunication
- Apologize.
- Clarify the correct info.
- Ensure it does not happen again.

## Red Flags (Escalation Required)
- Customer requests legal action.
- Customer threatens violence.
- Safety hazard involves engine, brakes, routes, or harassment.