Distressed passenger, intoxicated man and a request for an unauthorised stop
At 19:30 a crowded ordinary bus is approaching a dark stretch between two authorised stops. A woman passenger asks to be dropped at a tea shop 400 m ahead, which is not a notified stop. A man who smells of alcohol has been shouting at her and other passengers; he now stands near the rear door and refuses to sit. The driver says he will stop only at the next authorised stop, 1.2 km ahead. The woman is visibly distressed. Two passengers ask you to 'throw the man out'. There is no police post nearby and your mobile battery is low. The bus has 58 passengers and no spare seats near the front. The road has a narrow shoulder and fast two-wheeler traffic.
1. What are your immediate priorities for the woman's safety and the intoxicated man?
Read the worked answer
Priority is to separate and calm, not to punish. Ask the woman to come near the front, swap with a passenger if needed, and stand where she can see the driver and you; do not leave her isolated at the rear. Ask one or two sensible passengers to sit or stand nearby.
Speak to the man quietly and firmly: 'Sit down and keep your voice down; we will stop at the next authorised stop.' Do not physically push or restrain him unless there is an immediate threat; avoid a crowd confrontation. If he becomes violent or blocks the door, ask the driver to stop in the nearest safe, lit place and call police/control. Do not throw him out at a dark, unlit stretch - that creates a road-safety and legal risk. Keep the aisle clear.
2. Can you stop at the tea shop? Explain the stopping rule and how you handle the request.
Read the worked answer
No. A conductor may not authorise a stop at an un-notified point; stopping on a narrow shoulder with fast traffic is unsafe and can breach permit/route conditions. Tell the woman: 'I cannot stop here, but the next authorised stop is 1.2 km ahead.' If she feels unsafe, offer to keep her near the front and ask the driver to stop at the authorised stop.
If there is a genuine emergency, such as illness or an immediate threat, the driver may stop at the nearest safe place and you should record why. Do not promise an unofficial stop to calm her; that creates a precedent and a risk. If she misses her tea shop, explain the walking distance and offer help with directions.
3. What incident records and follow-up should you complete?
Read the worked answer
Record the time, location, descriptions of those involved without inventing details, the woman's complaint, the man's behaviour, action taken, stop made and any police/control call. Note whether the emergency door or aisle was blocked.
Offer the woman a complaint reference and, if she wishes, help her contact police or a family member. Report to control/depot at the next stop; if the man remains on board and continues to threaten, request police assistance. Do not share the woman's details with other passengers. Complete an incident report and, if a crime may have been committed, cooperate with police. Preserve any CCTV or staff statements. Review whether the driver's refusal to stop was communicated clearly. Avoid recording opinions as facts.