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- Dubai 05:13 06:29 12:06 15:12 17:36 18:52
Emirates 24|7 asked Ahmed Hasan Mahboub, Director of Customer Service at Dubai’s Roads and Transport Authority (RTA), what the most recurring issues were in calls made to the RTA call centres.
When it comes to complaints, attitudes of taxi and bus drivers rank first, Mahboub revealed.
These complaints include refusals, he added.
Taxi complaints have recently dropped by 70 per cent due to several initiatives from the RTA.
Nol card and Nol card reader errors rank second on the complaints list, while mParking and parking system errors rank third.
When it comes to parking payment, some residents claim that the SMS does not guarantee successful payment, as technical glitches appear and makes the payment invalid. A parking fine can be the result, with a frustrated motorist as a result.
The RTA responds to complaints by annulling the fine when proven to be unjustified.
Road constructions takes a fourth place in the list of most common complaints, while Nol card fare changes take a fifth place.
People with questions, complaints or suggestions regarding road and transportation in Dubai can contact the call centre of the RTA round-the clock.
Last year, over a million calls were received, and an average of 200,000 calls per month has been witnessed in 2014 so far.
“This shows an increase of 17.8 per cent over last year’s average,” says Mahboub.
According to him, the increase is a positive indicator. “The calls have increased evenly and not over a particular topic.
“This clearly indicates increase in ridership as far as public transport is concerned and increased adaptation with respect to online and transactional services in the Contact Centre, so yes, it is a very good sign indeed.”
What do Dubai commuters suggest?
Customer suggestions are considered and acted on by the RTA.
The most common suggestions are about exit and entry points into communities, says Mahboub.
When it comes to accessibility of certain areas, it is perhaps the residents of that area who gain most experience in what is needed and where.
In response, many entry and exit points have been altered, added, or closed in several communities.
Similarly, road construction and speed breakers form an integral part of the experience of a driver, and it is, therefore, not surprising that several suggestions have been made with regard to these topics.
Ranking fourth, several suggestions have been made regarding car parking, and not surprisingly air-conditioned bus shelters are the 5th most common suggestion from commuters.
Throughout the emirate, there are 656 air-conditioned bus shelters, and 400 more have been planned.
What Dubai commuters want to know?
Any question about services is most likely to be answered immediately by the call centre team.
Bus timings, routes and schedules are the most common enquiries made.
Some of the bus routes that are regularly enquired about are 365, 366, F8, 22, 53 and F10, with Route 365 ranking first, said Mahboub.
Vehicle and driver’s licensing services as well as fine payments rank second as the topics receiving the most enquiries.
Customers enquire about processes, requirements, license categories, license exemptions etc, in order to be best prepared.
Similar to city bus routes, intercity bus routes are much asked about by RTA customers, who enquire about bus timings and routes.
Buses to Abu Dhabi, Sharjah and Fujairah are some of the bus routes receiving the enquiries.
Fourth on the list are enquires about taxis in Dubai, while parking timings and seasonal parking cards are the fifth most common topic.
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