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Motorcoach Regulatory & Compliance Session

Discover the results of a questionnaire on the implementation of Electronic Logging Devices (ELDs) and the impact on tour operators. Gain insights from the SYTA Safety Committee and feedback from motorcoach operators.

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Motorcoach Regulatory & Compliance Session

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  1. Motorcoach Regulatory & Compliance Session Panel – SYTA Tour Operator Feedback Michael Bowers SYTA President 2013-2014 President/CEO – Center for Student Travel Safety Justin Shuler SYTA President 2018-2019 President – Group Travel Network ABA’S MARKETPLACE

  2. Questionnaire Background This past fall BISC invited SYTA to provide feedback on tour operators and receptive operator experiences regarding the implementation of Electronic Logging Devices (ELD’s) in 2018. 10 Questions were presented 130 Active members 7 questions developed by ABA BISC Counsel 4 Developed by SYTA Safety Committee 26% response rate Responses summarized and comment trends identified PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  3. Questionnaire Results Questions 1: Is your company familiar with the ELD Mandate? PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  4. Questionnaire Results Questions 1: Is your company familiar with the ELD Mandate? Response: YES 93% - NO 7% PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  5. Questionnaire Results Questions 2: Do you know what the current hours of service limits are for motorcoach operators in the US? PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  6. Questionnaire Results Questions 2: Do you know what the current hours of service limits are for motorcoach operators in the US? Response: YES 97% - NO 3% PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  7. Questionnaire Results Questions 3: Do you know what the current hours of service limits are for motorcoach operators in Canada? PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  8. Questionnaire Results Questions 3: Do you know what the current hours of service limits are for motorcoach operators in Canada? Response: YES 25% - NO 75% PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  9. Questionnaire Results Questions 4: How has your trip planning been impacted since ELDs became required for motorcoach operators? PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  10. Questionnaire Results Questions 4: How has your trip planning been impacted since ELDs became required for motorcoach operators? • Response: YES 60% - NO 40% • Most Common Responses, Highest to lowest: • Minor or no impact • Reduced tour hours • Significant Tour Cost Increase • Better Communication with Motorcoach Operator PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  11. Questionnaire Results Questions 5: Have you been on any trips without any sort of electronic logging device? PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  12. Questionnaire Results Questions 5: Have you been on any trips without any sort of electronic logging device? • Response: YES 61% - NO 39% • Most Common Responses, Highest to lowest: • Unknown • On motorcoach but not used PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  13. Questionnaire Results Questions 6: Have you been on trips where motorcoach drivers were still using paper logs? If so, do you know the reason why? PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  14. Questionnaire Results Questions 6: Have you been on trips where motorcoach drivers were still using paper logs? If so, do you know the reason? • Response: YES 41% - NO 59% • Most Common Responses: • Did not know the reason – No other trend identified PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  15. Questionnaire Results Questions 7: What would you like to share with motorcoach operators that attributes to the overall success of your tours? PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  16. Questionnaire Results Questions 7: What would you like to share with motorcoach operators that attributes to the overall success of your tours? • Tops Responses: • Teamwork 3. Focus on safety • Driver and Tour Guide 4. Well maintained motorcoach • Motorcoach company and Tour Operator 5. Good trip planning • 6. Driver knowledge of destination • 2. Student Friendly Drivers • Courteous and professional • Introduces themselves. • Builds repour with leaders and group • Positive attitude • Treats client as client • Driver and Tour Director make or break a tour PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  17. Questionnaire Results • Questions 8: • What constructive feedback would you like to give motorcoach operators to improve your operations? PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  18. Questionnaire Results • Questions 8: • What constructive feedback would you like to give motorcoach operators to improve your operations? • Response: Many very happy with current Motorcoach provider! • Cooperative and timely pre-trip communication and planning to make sure drivers are legal and fully understand the itinerary and objectives of clients. • When quoting based on itinerary; let us know when or if we need to hire local coaches or change itinerary on certain days. • In contracts put the hours - off duty/driving/hours from beginning to end - include the minute the driver steps on the coach • Tour Operators and Coach Companies keep in touch and communicate. For drivers - if we have a request, we understand it is a request, but do the best to honor it. • Do not farm out trip to third party without Tour Operator knowledge and consent. • Please don’t sell directly to our clients. • Earlier assignment of drivers so they can familiarize themselves with the trip • Consider customer service training with drivers. • Well maintained vehicles and action plans in case of breakdowns. • Spend time informing drivers of the details. Brief them on the client and the itinerary • When quoting, be sure to account for Switch Drivers. We know we're going to need them, we expect the cost to be included when itinerary requires • Power outlets at seats are number one request. PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  19. Questionnaire Results • Questions 9: • What is the biggest challenge your organization faces when it comes to working with motorcoach operators? PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  20. Questionnaire Results • Questions 9: • What is the biggest challenge your organization faces when it comes to working with motorcoach operators? • Response: In order of priority • Equipment availability • Late changes • Communication • Outdated information for trip in dispatch and for driver • Knowledge and behavior of motorcoach drivers • Timeliness of receiving quotes • Lack of overnight travel options • Limited number of drivers • Resolving unforeseen mechanical issues PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  21. Questionnaire Results • Questions 10: • What is the best advice you could provide motorcoach operators to help them secure your business? PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  22. Questionnaire Results • Questions 10: • What is the best advice you could provide motorcoach operators to help them secure your business? • Summarized comments: • Help Tour Operator keep cost down • Disclose condition of equipment so we can prepare the client. No Wi-Fi or working bathrooms starts the trip of very negatively. • Being flexible and adaptable, within reason, is important • Well trained staff who can provide accurate and affordable pricing. • Prompt in answering requests. • Never underestimate the value of building relationships • Competitive price and customer service. • Avoid fuel surcharge as most guarantee rates up to a year in advance. Late increases reflect negatively on the travel planner. • Be professional with each other. Respect each other’s role. • Disclose commission or discount without being asked. • Good communications and accessible upper management PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  23. Questionnaire Results Common response throughout the entire survey “The operators I work with are professional and easy to work with. I have no problems with any or I do not use them again.” PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  24. Student & Youth Travel Association’s Certification Standards for Student Travel Organizations (CSTO) DRAFT PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  25. A tour organization will ensure every participant on a guided tour is informed of the value of wearing seat belts and strongly encouraged to do so when seat belts are provided to reduce the chance of serious injury. Motorcoach (BUS) #1 – Seat Belt Usage • Written Documentation: • Written procedure requiring the use of oral or video announcement regarding seat belt usage benefits. • Training material given to tour organization employees and contracted representatives responsible to inform passengers of the benefit of seat belt usage. • Training class roster showing name lists of tour organization employees and contracted representatives trained. • List showing tour guide assignments or employees responsible for delivery message by trip. • Copy of related training records PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  26. A tour organization will ensure that a pre-departure safety briefing is conducted for all guided groups prior to departure from their origination point. The presentation will include at least the information contained within the standard safety briefing developed by the Federal Motor Coach Safety Administration (FMCSA). Motorcoach (BUS) #2 – Safety Briefing • Written Documentation: • Written procedure requiring the use of oral or video announcement that includes the FMCSA Pre-Safety Briefing applicable destination guidelines • Printed training material for all tour organization employees and contracted representatives when selected by the tour organization. • Copy of related training records PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  27. A tour organization will ensure that all motorcoach operators used to transport the organizations travelers will be visited prior to the initial use and every three years thereafter. The SYTA Vendor Motorcoach Safety Assessment can be used for this purpose. Motorcoach (BUS) #3 – Facility & Equipment Inspection • Written Documentation: • Copy of most current Motorcoach Facility Assessment not older than 36 months conducted by the organization, peer organizations, agents or representatives. • Valid records for each Motorcoach organization used. • On-site inspection: • Site inspector randomly audits Motorcoach organization’s file • Review of all related follow-up action because of the audit. • Confirmation of validity of Motorcoach Safety Auditor used. PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  28. The Organization will have a formal process to solicit and collect customer feedback and satisfaction of their tours. An annual review of the results at a senior management level will be completed and steps taken to address areas of improvement. (Related Standards) CUS 1 - Tour Satisfaction Survey PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  29. The tour organization must have in place a current emergency or crisis plan to effectively respond and manage a critical situation. The organization must conduct annual training of all staff appropriate for their job duties and responsibilities. (Related Standards) EMR #1 – Crisis Plan and Training PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  30. On every trip that the organization provides guides, chaperones, or an adult medical aid are scheduled to travel, each adult contracted by the tour organization will have a completed background check within three years to confirm no prior felony conviction or history of child abuse or sexual predator. (Related Standards) SAF #1 – Staff Background Checks PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  31. A minimum of 1 member of the tour leadership team will be 1st aid, CPR & AED certified (Related Standards) SAF #3 – 1st Aid & CPR Training PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  32. Each tour organization, will establish and maintain an incident reporting and response procedure for all guided tours and conduct annual training for employees. (Related Standards) SAF #4 – Incident & Response Procedures PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  33. PRESENTED BY THE BUS INDUSTRY SAFETY COUNCILSPONSORED BY ABC COMPANIES

  34. SYTA Panel Contact Information Justin Shuler, CSTP President – Group Travel Network justin@grouptravelnetwork.com https://www.grouptravelnetwork.com Carylann Assante, CAE Chef Executive Officer (CEO) Student & Youth Travel Association cassante@syta.org 703-245-8089 Michael Bowers, MBA President & CEO – Center for Student Travel Safety Michaeljbowersmba@gmail.com 509-280-1040 ABA’S MARKETPLACE

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