Passenger Safety, Accessibility and Customer Service
This domain links safety of the people carried with quality of service. Candidates must understand how to secure passengers and luggage: seat-belt use and the driver's duty to ensure belts are worn where required, the stowage of hand luggage so it cannot become a projectile, and the rules on standing passengers. Know boarding and alighting safety - stopping close to the kerb, door control, and checking before moving off.
Study accessibility: the rights of passengers with reduced mobility, assistance at stops and on board, priority seating, ramps and kneeling buses, and the prohibition of discrimination on grounds of disability. Understand assistance dogs, wheelchairs and the space reserved for them. Learn the customer-service basics: clear information, punctuality, complaint handling, fare and ticket rules, and conflict de-escalation.
Emergency-related passenger duties also belong here: briefing passengers on exits and equipment, and managing an evacuation calmly.
Traps: assuming a passenger may be refused because of disability (generally unlawful without objective safety justification); forgetting that the driver must check the doorway and mirrors before pulling away; and treating luggage stowage as a comfort issue rather than a safety one. Questions may describe a wheelchair user boarding - the correct answer usually combines assistance, securing the chair, and not charging extra.
Worked rule of thumb: before moving off, run the doors–mirrors–belts check: doors closed, mirrors clear, belts and luggage secured.