Faced with the inappropriate operation of public transport and the disrespectful behavior of the driver who drives it, the passenger has the right to complain to one of the authorized controlling authorities.
In this article, we will answer the following questions: what can serve as a basis for filing a complaint against public transport? Where, according to the law, should one apply? What is the overall appeal process like? How to properly file a claim? Read on.
When to Complain
Public transport includes: buses, fixed-route taxis, trams, trolleybuses and electric trains.
According to the "Rules for the use of ground urban passenger transport in the city of Moscow", the basis for filing a complaint about the operation of one of the types of public transport may be one of the following reasons:
- Violation of the established traffic schedule on a given route;
- Serious traffic violations while driving along the route (with passengers). These include: exceeding the speed limit set at the site by 20 km/h or more, extreme driving (racing with other vehicles), entering a double continuous line, accompanied by a drive into the oncoming traffic lane, etc.;
- Non-compliance with the rules of embarkation / disembarkation of passengers;
- Disrespectful attitude towards passengers of public transport: demonstration of a boorish and rude attitude, accompanied by personal insults, obscene language and even the use of physical force;
- Ignoring the requests of passengers to make a stop "on demand" without a good reason;
- Smoking / drinking strong drinks in the cabin of the bus / minibus / trolley bus / tram;
- Talking on the phone while driving;
- Non-compliance with the sanitary standards established at the legislative level (dusty, dirty seats, bad smell in the cabin, dirty curtains, unwashed floor);
- Unwillingness to provide the required benefits to certain categories of citizens (pensioners, minors, persons with disabilities, combat veterans, military personnel, etc.).
For information on where to contact if one or more of the listed grounds is found, read the next section.
Where to go
State Unitary Enterprise "Mosgortrans" informs about the launch of a single multi-channel number in the branch "Service for the operation and development of bus stations" 8-800-200-08-41 for passengers of interregional and international flights. A call to the "hot line" is free for all regions of Russia.
Using the service, citizens can book tickets, as well as get information about the work of the capital's bus stations, intercity and international bus routes, travel costs and baggage rules.
“People from other cities often contact us about the work of Moscow bus stations. It was important for us to organize a convenient and modern service so that passengers at any moment, being anywhere in the country, have the opportunity to receive all the necessary information free of charge and plan their trip in advance. I also note that tickets can be purchased via the Internet at the same price as at the ticket office of the bus station. The service is available on the official website of Mosgortrans,” commented Evgeny Zhigunov, Director of the Bus Station Operation and Development Service branch of State Unitary Enterprise Mosgortrans.
It should be reminded that earlier a 24-hour city number 8-499-940-08-43 was organized for passengers of intercity flights. It will continue its work along with a single all-Russian number.
For reference
The service for the operation and development of bus stations was created in the State Unitary Enterprise "Mosgortrans" in the fall of 2013. Since April this year, the Service has been administering four Points of Departure and Arrival of buses of interregional and international routes (PMAM) in Moscow - these are bus stations " Teply Stan”, “Tushinskaya”, “Krasnogvardeyskaya” and “Orekhovo”.
In this article, we will consider a topic that can be briefly called "mosgortrans - hot line complaints." We will consider where you can take the complaint, how to write a complaint against the driver of Mosgortrans, and after what time it should be re-sent. In addition, in the article we will also indicate the phone number of Mosgortrans for complaints, so that you can personally call and present your claims. In general, we will try to fully cover our topic - mosgortrans - a complaint, so that you do not have any questions and misunderstandings.
Mosgortrans - complaint
It just so happened that we live in Russia and we consider the tacit agreement of clients with the disorder in the organization to be the norm. In fact, the passengers of Mosgortrans are, in a way, customers, and the drivers are employees of the service company. How many times do we encounter problems and inconveniences when traveling by Mosgortrans, but it is unlikely that any of us even wrote a complaint about the driver to Mosgortrans.
Mosgortrans can have many “stocks” and they all differ from each other: rudeness of drivers, lateness of scheduled buses, non-working air conditioners, incorrect actions of conductors, and so on. Unfortunately, this list can be continued for a long time, because the level of Russian transport service leaves much to be desired.
But we are interested in making it more convenient for us to travel, so that we arrive on time and enjoy the trip, and not discomfort and negative thoughts. What do I need to do? A lot, of course. But we, ordinary passengers, can help our long-suffering public transport with only one thing - to point out the "sore" places of the organization. And there is only one way to indicate: to write a complaint to the Moscow City Transport. It seems to be a simple action, but efficient.
Unfortunately, in the minds of Russian people, stereotypes still nest that “whisper” that all complaints about Mosgortrans bus drivers will be useless, that nothing will change anyway, and those responsible will not be punished. It is not true. Let's get away from such a national self-consciousness of our own insignificance and fight for our rights. Hundreds of complaints are not received by Mosgortrans, and therefore no actions are taken by the management. If we keep talking about what we don't like, sooner or later we will be heard. One complaint written to Mosgortrans, of course, will not solve anything, but if there are a thousand of them, then the management will not be able to do otherwise than take real steps to eliminate problems.
Why is the level of public transport service so much higher in Europe and the United States of America? First of all, due to the fact that there the level of civic consciousness among people is an order of magnitude higher. There, the driver cannot afford to drive drunk and be late for his route, as a result of which hundreds of people will be late for their work and receive reprimands, and someone may even get fired. Agree, a high price for the incompetence of the driver. Therefore, complaints must be written to Mosgortrans. Send a complaint against the driver to mosgortrans if he is really to blame and behaves incorrectly. Don't let injustice reign in our daily lives.
Mosgortrans - hotline, complaints
So, let's narrow our topic a little and analyze the section that we conditionally called "mosgortrans - hotline, complaints."
In general, we recommend that you first read all the rules and laws related to public transport so that you can understand when your rights have been infringed. Let's say that the driver was rude to you or the bus was very late when it arrived at your stop. What to do? The algorithm of actions, in general, is simple.
First you need to identify the vehicle that was violated. Remember, or rather write down, government number transport and flight number. If possible, write down the parking number vehicle. It is located on the sides or on the driver's cab.
After that, you need to call mosgortrans - a hotline, complaints.
Free line telephone 8495 950 42 04 or 8495 953 00 61
We can say that this is the main telephone number for mosgortrans for complaints. Tell the operator about what happened and explain what the essence of your claims is. Do not forget, by the way, to leave your contacts, because anonymous complaints have no influence and power.
Mosgortrans - write a complaint
If for some reason you cannot send a complaint to Mosgortrans by phone, then use the old method - by mail. Yes, you can freely write a complaint to mosgortrans and put the letter in the mailbox. In this case, by the way, you are entitled to an official answer from transport company. You write your complaints on a piece of paper and leave your contact details so that you can be answered. You need to send a complaint to Mosgortrans at the address: Moscow, Raushskaya nab., 22, Mosgortrans.
This method of complaint has long outlived itself, but you can try it, in extreme cases. In addition, as we have already said, you are guaranteed to receive a written response about the actions taken to resolve the problem.
Mosgortrans - official website, complaints
If you are a supporter of a more modern approach to upholding rights, we recommend that you send a complaint to mosgortrans by e-mail. To do this, you register on the official website of Mosgortrans and leave your review. You should be answered within a month. Naturally, a written response will be sent to you by e-mail, which you indicate on the site. This method has an easier and faster solution to your problem.
Complaints against Mosgortrans bus drivers
And finally, we will talk about another way to influence the situation and send a complaint to Mosgortrans. We are talking about an appeal to the Moscow Department of Transport and Communications. The phone number of this institution is 8495 957 05 47. It is possible that this measure will be more effective than all of the above, because this is a complaint to the management of the Mosgortrans company. Although, it is not known where it is better to write, so try to "bomb" on several targets at once, sending complaints to Mosgortrans.