Guidance on handling situations related to passengers in urban railway transportation in Ho Chi Minh City from November 11, 2024

Guidance on handling situations related to passengers in urban railway transportation in Ho Chi Minh City from November 11, 2024​ (Photo from Internet)

On October 30, 2024, the People's Committee of Ho Chi Minh City issued Decision 97/2024/QD-UBND which stipulates the management and operation of urban railway transport within Ho Chi Minh City.

Guidance on handling situations related to passengers in urban railway transportation in Ho Chi Minh City from November 11, 2024

Pursuant to Article 23 of the Regulation promulgated with Decision 97/2024/QD-UBND, the handling of situations related to passengers in urban railway transportation in Ho Chi Minh City shall be carried out as follows:

- Violations at stations and on trains include acts of non-compliance with laws or enterprise regulations that directly or indirectly threaten the safety of operations, exploitation, and environmental health of the urban railway; harassment of passengers or staff on the train or at stations; violations regarding public order, causing public disorder as prescribed by law.

- In cases where passengers are unable to continue their journey due to illness on the train and are required to disembark, the train operator is responsible for notifying the urban railway transport operation department and the nearest station for assistance and handling.

- If passengers cannot pass through the ticket inspection gates at the destination station due to the lack of a ticket or proof of purchase, the urban railway enterprise shall handle as follows:

+ Passengers must provide the train service staff at the station with relevant information when purchasing tickets;

+ Staff will search the ticket sale database for the passengers, as well as other data such as images from cameras and transaction payment information. If it is determined that the passenger has a valid ticket, staff will issue a ticket for the passenger to complete their expected journey. If it is determined that the passenger does not have a ticket or has an invalid ticket, staff will guide passengers to purchase additional tickets. In cases where there is insufficient basis to verify the passenger's ticket, staff will follow the processing procedures set by the enterprise.

- If a passenger is found carrying unauthorized luggage, the enterprise shall handle as follows:

+ Detected at the airport: The enterprise refuses to transport the passenger;

+ Detected during transportation: The enterprise refuses to continue transporting the passenger and removes the luggage, and the passenger carrying such luggage shall disembark at the station or the nearest station where the train will arrive for further handling;

+ Notify the competent authority for handling if the luggage is categorized as dangerous goods threatening train safety;

+ Record a report of the incident and hand over specific details to an authorized representative who orders the seizure of the luggage (if any).

- For passengers violating the provisions in Clause 1, Article 23 of the Regulation promulgated with Decision 97/2024/QD-UBND, the enterprise shall determine the severity of the violation to notify the competent authority and carry out similar handling steps as in Clause 4, Article 23 of the Regulation promulgated with Decision 97/2024/QD-UBND.

- In cases where passengers exhibit signs of infectious diseases without safe isolation, the enterprise shall take steps according to the competent health authority's guidance.

Refer to the Decision 97/2024/QD-UBND (effective from November 11, 2024).

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