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CASE-STUDY

Jack liner

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Arellano Christine Jade
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9 views

CASE-STUDY

Jack liner

Uploaded by

Arellano Christine Jade
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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INTRODUCTION

JAC Liner Inc. is a prominent bus transportation company in the Philippines, known for
providing reliable and efficient travel services across various routes, primarily in Luzon.
Established in 2000, the company has gained a reputation for its comfortable and modern
fleet, catering to both provincial and city commuters. JAC Liner focuses on safety and
customer satisfaction, offering amenities such as air conditioning, free Wi-Fi, and on-board
refreshments. With its commitment to quality service, JAC Liner has become a preferred
choice for travelers seeking convenient and affordable transportation options.

BACKGROUND

The main issue at JAC Liner, Inc. involves the poor handling of a passenger with a sick child
after the conductor and bus driver allegedly refused to accommodate her situation just
because she pay 500 pesos for the fare for herself and her child, but since the conductor didn't
have any change, he just made them get off. The incident gained attention after Qcaj Niralliv
posted on Facebook about her frustrating experience, where her sick child, who was suffering
from asthma, was forced to endure extreme heat while the conductor and driver ignored her
pleas for assistance.

Qcaj Niralliv recounted that despite explaining her child’s condition and asking for kindness,
the bus staff refused to allow them to stay inside the bus for comfort, eventually forcing them
off at a location where they were left exposed to the heat. She expressed her dismay that her
child, who was already in distress, was not given any consideration, adding that she had
pleaded with the conductor and driver to let them stay for a while due to the unbearable
conditions.

The incident stirred public concern, with many expressing outrage over the lack of compassion
shown by the staff, especially in light of the child’s medical condition. JAC Liner, Inc. quickly
responded with a public apology on September 27, 2024, stating that they were deeply sorry
for the inconvenience and were conducting an investigation into the matter. They offered
complimentary tickets as a form of apology but were met with further frustration from Niralliv,
who emphasized that her post was not about compensation but rather to raise awareness
about the mistreatment they received.

SOLUTION

1. Reach out to the passenger directly through a private message or phone call to express
regret and discuss the matter further. Personalized communication shows genuine concern.

2. Since the passenger declined the complimentary ticket, we still need to consider alternative
forms of compensation.

For example:

1. Offer a full refund of the fare as a gesture of goodwill.


2. Inquire if the child required medical attention due to the incident and offer to cover any
related expenses.

3. Provide a discount on future rides, demonstrating a commitment to regaining their trust.

3. Staff Retraining

- Make a public commitment to retrain all conductors and drivers on handling such situations
with care and empathy. Ensure that future situations where passengers may be vulnerable
(e.g., with children or the elderly) are handled with caution and professionalism.

4. Policy Changes

- Implement policy changes that prevent similar issues.

For example:

1. Ensure conductors always have enough change for larger bills.

2. Implement cashless payment systems to reduce reliance on cash altogether.

5. Analyze the root cause

- Gather historical data on similar complaints (if any), and identify whether the lack of change
or mishandling of customers is a broader issue that needs to be addressed systematically.

6. Respond directly to the passenger’s goal of raising awareness by committing to


transparency. Let her (and the public) know that the company will keep them updated on
changes being made.

7. Maintain communication with the public, especially if the conversation gains attraction. It’s
important to be transparent and engage with other passengers or users commenting on the
issue, showing that you are taking responsibility and actively working on solutions. Once
improvements are made, share success stories.

8. Set up regular workshops focused on improving the overall customer experience. Staff
should be able to handle unique situations tactfully, ensuring customer safety and satisfaction
are top priorities.

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