Taiwan High Speed Rail Corp (THSRC) yesterday launched an onboard digital customer service system, enabling passengers to report issues in real time by scanning a QR code.
Passengers can scan the QR code printed on safety instruction cards placed in seat pockets to access a dedicated “onboard digital service” page, the company said in a statement.
After verification, users can select a report category and enter details such as train number, carriage and seat, it said, adding that the conductor would then receive the message and respond promptly.
Photo: Wu Liang-yi, Taipei Times
The system streamlines the reporting process by eliminating the need to relay complaints through multiple service channels, while also reducing the risk of direct confrontation between passengers, THSRC said.
The service is designed for issues such as noise disturbances or spilled drinks during a journey.
For cases involving infants or other unavoidable noise, staff would respond with a family-friendly approach and provide appropriate assistance, the company said.
For emergencies such as fires, suspicious items or medical incidents, passengers are still advised to use the emergency intercoms located near carriage doors to contact staff immediately, it said.
THSRC said that a survey of its members late last year showed that more than 95 percent of respondents support quieter carriages, while about 80 percent said that noise levels have improved following recent awareness campaigns.
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