Case received date
27/05/2026
Related routes
AP1
Content suggestion
Date & Time: May 22, 2026, at approximately 12:19 PM
Bus Company & Route: Transmac , Route AP1
Location: Boarded from Macau International Airport
Vehicle License Plate: AA-72-52
My companion and I had just returned to Macau with two suitcases. At the time, the bus was very empty, and our luggage was placed neatly without obstructing any passengers. Upon boarding, the driver abruptly pushed my luggage further into the bus, causing me to briefly lose control of it.
Noticing a wheelchair user in the designated area, I actively managed our luggage to ensure it would not interfere with them. At the next stop, I proactively moved our bags even closer to the window to clear a wide path for the wheelchair exit. Crucially, after leaving his driving seat, the bus driver did not provide any assistance whatsoever to the passenger with a disability. Instead, it was the wheelchair user's companion who had to manually flip down the ramp and push the wheelchair off the bus entirely on their own.
Despite not rendering any help himself, the driver suddenly launched a furious verbal attack on me upon returning, aggressively claiming that luggage was not allowed in that area (opposite the rear door). When I calmly asked where I should place them instead, he became highly volatile and hostile. He shouted that he had no obligation to manage my luggage and that I should hold onto it myself. His attitude quickly escalated into outright insults and discrimination, shouting.
Our Request:This driver's volatile emotions, complete lack of professional ethics, and abusive language have severely tarnished Macau’s reputation as an international tourism city, as well as the image of our public transport sector. His refusal to assist a passenger in need, combined with his unprovoked aggression toward paying passengers, is absolutely unacceptable.
Bus Company & Route: Transmac , Route AP1
Location: Boarded from Macau International Airport
Vehicle License Plate: AA-72-52
My companion and I had just returned to Macau with two suitcases. At the time, the bus was very empty, and our luggage was placed neatly without obstructing any passengers. Upon boarding, the driver abruptly pushed my luggage further into the bus, causing me to briefly lose control of it.
Noticing a wheelchair user in the designated area, I actively managed our luggage to ensure it would not interfere with them. At the next stop, I proactively moved our bags even closer to the window to clear a wide path for the wheelchair exit. Crucially, after leaving his driving seat, the bus driver did not provide any assistance whatsoever to the passenger with a disability. Instead, it was the wheelchair user's companion who had to manually flip down the ramp and push the wheelchair off the bus entirely on their own.
Despite not rendering any help himself, the driver suddenly launched a furious verbal attack on me upon returning, aggressively claiming that luggage was not allowed in that area (opposite the rear door). When I calmly asked where I should place them instead, he became highly volatile and hostile. He shouted that he had no obligation to manage my luggage and that I should hold onto it myself. His attitude quickly escalated into outright insults and discrimination, shouting.
Our Request:This driver's volatile emotions, complete lack of professional ethics, and abusive language have severely tarnished Macau’s reputation as an international tourism city, as well as the image of our public transport sector. His refusal to assist a passenger in need, combined with his unprovoked aggression toward paying passengers, is absolutely unacceptable.
Date of completion
2026-06-02
Handling status
Thank you for your feedback. Our company places great importance on the service quality of our bus captains and the travel needs of persons with disabilities, and has expressed concern regarding the incident, which has been referred to the dedicated department for investigation.
According to the bus driving records and our understanding of the situation, at 12:19 on that day, when the bus stopped at the Macau Airport station, the bus captain noticed that the last passenger to board was carrying a suitcase that hindered fare payment. Therefore, he proactively reached out to help move the suitcase slightly further into the bus to create space for the passenger to successfully scan the fare code. Subsequently, the passenger entered the bus and placed two suitcases in the wheelchair parking area at the middle door, where there was already a wheelchair passenger at the time. When the bus stopped at the Wai Long/M.U.S.T. station, the companion of the wheelchair user had already independently lowered the wheelchair ramp and assisted the passenger to alight by the time the bus captain went to the middle door to provide assistance. The bus captain closely observed the situation and, upon noticing that the suitcases were obstructing the passage of the wheelchair, reminded the passengers to cooperate by clearing the way.
However, both parties became emotionally unsettled during the communication process. Our company apologizes for the bus captain’s failure to promptly calm the passenger and remain composed, thereby causing misunderstanding and unnecessary conflict. The bus captain has now been formally instructed that while the intention was to ensure the smooth travel of the wheelchair user, he must nonetheless uphold professional conduct, maintain patience and a good service attitude at all times, and pay attention to the choice of words. In any situation, the bus captain should explain matters to passengers in a gentle and professional manner, and provide appropriate guidance and assistance according to the circumstances on site, so as to avoid unnecessary conflict. In response to this matter, our company will continue to strengthen training and implement supervision, with the aim of improving the service quality of our bus captains. Thank you for your understanding.
感謝事主的反映。本公司重視車長的服務質素及傷健人士的出行需求，對事件表示關注及交由專責部門展開調查。
根據相關巴士的行車記錄及了解，當日12時19分巴士停靠澳門機場站時，車長留意最後一位登車乘客因攜帶行李箱而阻礙支付車資，遂主動伸手協助將行李箱稍微移入車廂，以騰出空間讓其順利掃碼。隨後，乘客步入車廂並將兩個行李箱放置於中門輪椅停放區，當時該位置已有一位輪椅乘客。當巴士停靠偉龍/科技大學站時，輪椅人士之同行人在車長前往中門準備協助時，經已自行拉下輪椅踏板並協助下車，車長在旁密切留意有關情況，因留意到行李箱阻礙輪椅通行，遂提醒乘客配合讓出通道。
然而，雙方在溝通過程中情緒均有所波動，對於車長未能及時安撫乘客並保持沉著，引致誤解與不必要的矛盾，本公司表示抱歉。現已嚴正教育有關車長，儘管原意在於保障輪椅人士順利出行，但仍務必秉持職業操守，時刻保持耐性與良好服務態度，注意言辭用語；遇事須以溫和及專業的態度向乘客說明，因應現場情況為乘客提供合適指引與協助，避免衍生矛盾。針對是次事宜，本公司將持續加強培訓及落實監督，致力提升車長的服務質素。敬請事主諒解。
According to the bus driving records and our understanding of the situation, at 12:19 on that day, when the bus stopped at the Macau Airport station, the bus captain noticed that the last passenger to board was carrying a suitcase that hindered fare payment. Therefore, he proactively reached out to help move the suitcase slightly further into the bus to create space for the passenger to successfully scan the fare code. Subsequently, the passenger entered the bus and placed two suitcases in the wheelchair parking area at the middle door, where there was already a wheelchair passenger at the time. When the bus stopped at the Wai Long/M.U.S.T. station, the companion of the wheelchair user had already independently lowered the wheelchair ramp and assisted the passenger to alight by the time the bus captain went to the middle door to provide assistance. The bus captain closely observed the situation and, upon noticing that the suitcases were obstructing the passage of the wheelchair, reminded the passengers to cooperate by clearing the way.
However, both parties became emotionally unsettled during the communication process. Our company apologizes for the bus captain’s failure to promptly calm the passenger and remain composed, thereby causing misunderstanding and unnecessary conflict. The bus captain has now been formally instructed that while the intention was to ensure the smooth travel of the wheelchair user, he must nonetheless uphold professional conduct, maintain patience and a good service attitude at all times, and pay attention to the choice of words. In any situation, the bus captain should explain matters to passengers in a gentle and professional manner, and provide appropriate guidance and assistance according to the circumstances on site, so as to avoid unnecessary conflict. In response to this matter, our company will continue to strengthen training and implement supervision, with the aim of improving the service quality of our bus captains. Thank you for your understanding.
感謝事主的反映。本公司重視車長的服務質素及傷健人士的出行需求，對事件表示關注及交由專責部門展開調查。
根據相關巴士的行車記錄及了解，當日12時19分巴士停靠澳門機場站時，車長留意最後一位登車乘客因攜帶行李箱而阻礙支付車資，遂主動伸手協助將行李箱稍微移入車廂，以騰出空間讓其順利掃碼。隨後，乘客步入車廂並將兩個行李箱放置於中門輪椅停放區，當時該位置已有一位輪椅乘客。當巴士停靠偉龍/科技大學站時，輪椅人士之同行人在車長前往中門準備協助時，經已自行拉下輪椅踏板並協助下車，車長在旁密切留意有關情況，因留意到行李箱阻礙輪椅通行，遂提醒乘客配合讓出通道。
然而，雙方在溝通過程中情緒均有所波動，對於車長未能及時安撫乘客並保持沉著，引致誤解與不必要的矛盾，本公司表示抱歉。現已嚴正教育有關車長，儘管原意在於保障輪椅人士順利出行，但仍務必秉持職業操守，時刻保持耐性與良好服務態度，注意言辭用語；遇事須以溫和及專業的態度向乘客說明，因應現場情況為乘客提供合適指引與協助，避免衍生矛盾。針對是次事宜，本公司將持續加強培訓及落實監督，致力提升車長的服務質素。敬請事主諒解。