Welcome Introduction Part 1 Part 2 Part 3 Part 4 Part 5 Summary

Section Features:
Course Map



On the Tour

Dealing with Passenger Emergencies

What will you learn in this lesson?

  1. General procedures for dealing with passenger emergencies.

Another 911

This is our second day. We're all bright and chipper. The passengers have gotten to know each other and they're joking around. The tour guide has lots of interesting things to tell the passengers. I'm impressed with Kelly too. He has a lot to look after - driving the bus, loading and unloading luggage, finding parking, making sure the bus is cleaned and serviced during the night. He also has lots of interesting things to say about the passing scenery and historical events. He told me last night that he really loves this countryside and it's a hobby of his to read about its history. He can tell a good story and I can tell he loves this travelling.

Time for our morning coffee stop. The exiting process is getting more efficient now. We make sure the right walkers get to the right people and that everyone who needs extra help is well taken care of. The servers at this stop give us a big hello. They know Kelly and come up to shake his hand.

Just as we sit down to dig into the snacks that are spread out for us, there is a commotion at the next table. When I look I see an elderly man lying on the floor. Immediately Kelly is over there with the tour guide. Kelly directs one of the servers to call an ambulance. The collapsed man is looking very white. Other passengers are becoming upset, one is crying, others are starting to act disoriented. Kelly says, "Okay everyone, let's all be calm. Is there a nurse or doctor here?" No one steps forward, but Kelly stays kneeling on the floor next to the man holding his hand. As he does this, he assures the passengers that the ambulance will soon arrive and "This gentleman will get the best of care.

And, shortly after, the ambulance pulls up in front of the restaurant and the medics rush in. Soon the man is being given emergency treatment and is placed on the stretcher. Before we know it, the man is taken away.

Kelly stands up and says. "Let's finish our coffee and sandwiches. We'll go on now and then I'll phone back to the hospital at the next stop and we can get an update."

Back on the bus it is really quiet. Kelly and the tour guide are talking over the next step in the itinerary and discussing options. They decide to skip the next planned stop and go to an alternate which is more interesting. They say that it will help take their minds off the ill man.

After reaching the stop, Kelly takes time to phone the hospital. It turns out that the man is stable and is doing okay. But the doctors think he should go home and not carry on with the trip. When he relays this news everyone starts to smile again. The trip is back on the road.

Dealing with Emergencies

All bus operators will inevitably have to deal with situations that may be life threatening for either their passengers or themselves. The key is to follow company policy and to act swiftly and decisively with safety at the top of the list.

Kind of emergencies:


Bus operators must follow company policies as these will be based on legal rights and responsibilities as well as the safety of everyone. In general, a bus operator will need to use good judgement and quick decision-making skills to:

  1. Assess the situation
  2. Determine the action to take
  3. Take appropriate action
  4. Report the incident


Intercity Bus Sector

Accessible Services Sector


Lesson Activities

  1. Review the 4-Steps to Risk Assessment and Management.  Think about the 4-step process with reference to situations that fall at the far right end of the level of threat continuum. In other words these situations always require that an operator get help.


Next: Dealing with Vehicle Emergencies