Passenger Management and Driver Conduct
What the exam tests
This domain covers your responsibility for order and safety in the cabin, professional conduct, and avoidance of distractions caused by passengers.
Core rules
- You are responsible for passenger safety. Enforce posted rules: no smoking, no standing in aisles while moving, seat belts where required, no hazardous materials, and no interference with the driver.
- Be courteous and calm. Do not argue, threaten, or physically restrain a passenger. If a passenger becomes disruptive, stop in a safe place, ask them to comply, and contact dispatch or law enforcement.
- Do not drive while distracted by conversation, fare collection, or phone use. Handheld phone use is prohibited while driving a CMV.
- Do not allow passengers to ride in unauthorized areas or to distract you from the road. Use the public-address system for instructions.
- Do not discriminate and do not discuss political or personal disputes. Keep your conduct professional.
Worked example
A passenger refuses to sit and stands in the aisle while the bus is moving. The driver pulls into the next safe stop, sets the brake, and calmly asks the passenger to sit or exit. If the passenger refuses, the driver calls dispatch and does not continue until the aisle is clear and safe.
Traps
Continuing to drive while a passenger argues with you. Trying to remove a passenger physically. Letting a passenger stand in the aisle because the trip is short. Using a handheld phone to call dispatch while driving.