Effectiveness of Public Transport Systems for Tourists in Hong Kong
Introduction
Hong Kong is geographically condensed. Among other things, Hong Kong prides itself with one of the world’s most well organized, secured, affordable, and numerous public transport systems. Tourists and locals can choose among taxis, ferries, rails, buses and trams to get around without difficulty and catch magnificent glimpses of the city. The public transport systems in Hong Kong are among the most modern, most accessible and cheapest in the word ().
Public Transport Systems in Hong Kong
Mass-Transit Railway (MTR)
The MTR is a safe, modern and efficient railway system that helps tourists get around Hong Kong Island, the Kowloon Peninsula and Lantau Island. The tourists can chooses among the convenient drop-off points provided by the MTR for all the best sightseeing, shopping, entertainment and dining options. The MTR is the best choice if a tourist wants to get to Hong Kong's attractions as well shopping and dining outlets quickly and conveniently. It is also a perfect transportation for visitors who want to have glimpses of the whole city. MTR is ideal for sightseeing visitors because of the wide-ranging coverage of the major city attractions and clear signage.
Taxis
Frequently the most excellent choice for short distance travels. Taxis are present in major areas and fares are reasonable. Many drivers speak some English. However, it is encouraged that tourists have their destination written in Chinese characters.
Taxis come in different colors to indicate their area of service:
- Red taxis operate in the urban areas of Hong Kong Island and Kowloon, but can also take passengers to and from the New Territories
- Green taxis operate in the New Territories and are cheaper than the urban taxis. They cannot take passengers into the urban areas of Kowloon and Hong Kong Island
- Blue taxis operate on Lantau Island only and are cheaper than urban and NT taxis
Buses
Bus routes cover approximately all of Hong Kong Island, Kowloon and the New Territories. Kowloon Motor Bus, New World First Bus and Citybus operate routes to cover Hong Kong Island, Kowloon and the New Territories. New Lantau on the other hand drives on Lantau Island while bus services are offered by Long Win Bus to north Lantau and the airport. Final destinations are notably put on view in English and Chinese on the front of the bus. Exact change is required. Octopus cards are accepted.
Minibuses
Minibuses are small-scaled passenger buses that are capable of carrying more or less 16 passengers. Red minibuses operate on routes that are not always set, passengers can get on, and off wherever down the course excluding where special prohibitions apply. Green minibuses operate on specific routes at fixed prices. Exact payment is required when getting on. Octopus cards are accepted. Minibuses are sometimes faster. Once filled, minibuses will not stop until someone asks to get off. Please note that minibuses are more appropriate for people Cantonese speaking people and for those who are familiar with Hong Kong. Generally, minibuses serve areas, which are less accessible by other buses.
Ferries
Ferries are abundant in the waters of Hong Kong. These ferries connect Hong Kong Island, Kowloon, the Outlying Islands, Macau and Mainland China. With an excellent harbor and more than 260 outlying islands, Hong Kong has created n broad network of water transport including regular company-operated ferry services and the special "kaido" services. One of popular ferry that attracts tourists is the Star Ferry that travels across the Victoria Harbor and the various routes to the major, scenic outlying islands. Hong Kong’s ferries are typically cheaper than buses and trams. They are also fun, and provide interesting views of the harbor.
Trams
Trams travel along an east-west path across north Hong Kong Island and follow the similar tracks they have covered since 1904. Trams provide cheap and convenient transportation around town. The upper decks present splendid views as they drive through busy city districts. Trams run from early morning until midnight. Octopus cards are accepted.
Kowloon-Canton Railway (KCR)
The KCR provides commuter train service from Kowloon through the New Territories to the boundary with Mainland China as well as long-distance intercity rail transport into Mainland China. The KCR operates three domestic passenger rail services: East Rail, West Rail and Light Rail.
Benefits of Public Transport
The cost savings for travelers using public transportation are high. A traveler can purchase a visitors pass for a local public transportation system and ride all day. This is more affordable than renting a car or taking numerous cab rides around the city or buy gas and park a vehicle.
The most popular activity for those using public transportation while visiting a city is sightseeing, restaurant dining and night life, shopping, travel to and from their place of lodging, visiting a historical site and travel to and from the airport. Travelers who originate from large metropolitan areas are more likely to take advantage of a city’s local public transportation system ().
Travelling around Hong Kong is easy and convenient. Hong Kong’s Public Transportation System is exceptional. The KCR trains, MTR trains, the light rail trains, the buses, taxies, mini-buses, and ferries encompass an enormous transportation network branching out from all directions of the whole city ().
Hong Kong’s Visitors
Travel Arrangements
Visitors can be categorized into three broad groups by how they arrange their journey to and within Hong Kong, whether it is in the form of “all inclusive tour”, “air ticket with hotel tour” or “non-package tour”. Since travel agents normally arrange all the transport for all the all-inclusive tours, visitors of this category seldom use the public transport facilities. Visitors of the other two categories normally have to make their own travel arrangements within Hong Kong. Other than, some visitors who may join local tours with own transport or may have special arrangement for private transport, a great many of them rely on the public transport services. According to the Visitor Profile Report 2001, for those visitors who did use public transport system, most of them chose Mass Transit Railway (MTR) and taxi to travel around Hong Kong.
Mode of Travel
Generally, tourists are divided into two categories when it comes to mode of travel – (1) Tour package with tour guide and (2) Independent travel.
What do tourists look for in Public Transport Systems?
Railways
1. Safe during usage of service
2. Comprehensible and precise directional signage and location maps
3. A ticketing system that is easy to follow
4. Punctual and reliable service
5. Clean and pleasant compartment/platform
6. Understandable announcements at the stations and on the trains
7. Appropriate staff attitude (polite, patient and attentive)
8. Competent enquiry handling
9. Effective staff communication skills
10. Toilets at the stations
11. Prompt and professional treatment of complaints
12. Tourists transport passes that will suit the needs of the touirists
Taxis
1. Safety on board
2. Honest taxi drivers
3. Taxi drivers with professional attitude
4. Well-maintained and clean taxis
5. Taxi drivers with effective communication skills
6. Clear and accurate information about fares and destinations
7. Assistance in loading and unloading baggage (www.sqs.gov.hk)
Buses
1. Safety while on board
2. Clear and accurate signs and route information at bus stops
3. Well maintained and clean buses
4. Punctual and reliable service
5. Suitable operating hours
6. Appropriate attitude of bus driver
7. Bus drivers with proper attitude
8. Neat bus drivers
9. Tourist buses
10. Tourist transport passes that suits tourists’ needs (www.sqs.gov.hk)
Tourists’ Special Requirements
Buses
- Clear and accurate signs and route information at bus stops
- Provision of tourist buses along major attractions
Railways
- Provision of toilets at stations
Taxis
- Provision of clear and accurate information about fares
- Assistance with loading and unloading baggage
- Tidiness of taxi drivers
Service Requirements of Visitors
Visitor Segments
1. Family Visitors – visitors that travel with immediate family members
2. Business Visitors – visitors that travel for business / convention and
exhibition purpose
The “safety and security when using the service” is among the top priorities of both family and business visitors. Business visitors are more demanding on services, they look to efficient and prompt services, clean and comfortable environment. They are generally less satisfied with the language skills of the frontline practitioners. Family visitors are more demanding on accommodation, shopping and in-town transport services. They place higher importance on “safety and security when using the service” and “proper attitude of staff” ().
How do Public Transport Systems meet the Requirements of Tourists?
MTR
1. Ensuring Safety
A highly developed train control and signaling system helps to ensures that there is a safe distance between trains. MTR has also set up a perceptive fire alarm system and used noncombustible materials in the trains.
2. Reliability
The train service is dependable. It is not affected by traffic or weather conditions. The trains operate 19 hours a day, 7 days a week.
3. Cleanliness and Comfort
The trains are well maintained and clean. The trains and underground stations are air-conditioned to guarantee that the passengers have a comfortable travel environment.
4. Convenience
The stations are located in the busiest parts of Hong Kong to make sure that the passengers can access the trains conveniently. Each station has multiple, clearly identified exits. For easy access, all platforms are linked to the public spaces by escalators (www.mtr.com).
5. Airport Express Tourist Octopus
This 3-day Transport pass is widely accepted by all major transportation services in Hong Kong. The pass takes the tourist to and from the airport and allows them to travel within Hong Kong in a hassle-free way ().
6. Facilities
Aside from the ticketing and train services, MTR also offers additional services to its passengers. Among the additional facilities and services offered are:
- Post Boxes
- ATM Service
- Public payphones
- MTR Travel Services Center – serves as travel agent, sells local and overseas tours, hotel rooms and other ticketing services. It also serves as a customer service outlet providing MTR-related information and selling souvenirs to passengers.
- Location maps are installed at all MTR station halls. Passengers can find hotels, shopping centers and major buildings near each station ().
Taxis
The Transport Department encourages taxi drivers to follow The Hong Kong Taxi Service Standards to ensure that the requirements of the passengers are met. The said guideline is composed of 8 items that will help to achieve quality taxi service.
1. The taxi driver needs to keep a clean and tidy appearance
2. The taxi driver needs to keep his taxi clean and comfortable for the passengers
3. The taxi driver must charge exact fare
4. The taxi driver must be courteous at all times
5. The taxi driver must use the most direct route or route specified by passengers
6. The taxi driver is encouraged to be proactive in providing assistance to passengers
7. The taxi driver must adhere to taxi regulations
8. The taxi driver must provide the passengers with a safe and smooth ride ()
Kowloon-Canton Railway Corporation
1. Customer Services Centers
The passengers can access the company’s per-recorded information any time of the day through fax or phone. The hotline service is available in three languages – Cantonese / Potonghua / English.
The system’s voice recognition feature enables passengers to obtain train service information more conveniently ().
Octopus Card
Travelling in Hong Kong is convenient and stress-free because of the Octopus Card. Each Octopus card has a built-in microchip that contains all fare information. Four types of Octopus card are designed for adults, elderly, students and children. The versatile Octopus cards can be used on different transport systems; MTR, Airport Express, KCR East Rail & Light Rail, buses, ferries etc. These cards can also be used on most public payphones, vending machines and photo booths in transport premises ().
Recommendations
In order that a more user-friendly transport environment conducive to tourism development is devised, close attention should be given to the following areas at the more detailed planning level:
- Need of well-integrated public transport facilities as far as possible at major tourist attraction nodes
- To promote tourism, major tourist attraction nodes should be linked up by a convenient public transport. To facilitate easy access, proper signage, route map and tourist information should be put up where appropriate.
- Promoting the use of environmental friendly transport to improve the quality of environment and thus enhance the travel experience of tourists
- Making use of advanced transport information system to assist visitors to go around the territory
- Providing advanced multi-lingual tourist information system at major attraction nodes such as that tourist could obtain relevant information such as transport services, lodging, routing, mode choice and location of attraction.
Railways
1. The staff can have language and body language training.
2. The company can come up with the proper guidelines for dealing with visitors from diffident cultural backgrounds.
3. The company may provide resources of different major languages for the staff that are stationed at the Customer Service Centers.
4. The company may also put up translation systems that will communicate to foreign visitors
5. The KCRC must improve its signage of toilets at stations
6. The MTR may provide signage of close by toilets on the location maps at each station.
Buses
1. There must be a database of all route information at selected bus stops that will guide the visitors.
2. Bus operators need to asses the needs of the tourists as passengers. The tourists need tourist passes that will suit their needs.
3. The Bus operators must cooperate with the Hong Kong Tourism Board.
Taxis
1. The Hong Kong Taxi Service Standards must be adhered to in order to promote a quality service for passengers.
2. An appropriate language proficiency evaluation for taxi drivers must be developed. The industry must promote the use of Workplace English and the drivers must be trained in order to have more effective communication skills.
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