Growing frustration among Zimbabwean commuters over harassment and forced boarding at bus termini has prompted a fresh consumer rights warning, as authorities move to crack down on transport operators and touts accused of turning travel into an ordeal.
The Consumer Protection Commission (CPC) has warned that transport operators and their proxies who force passengers onto buses they did not choose risk prosecution under the Consumer Protection Act. The warning comes as schools close and passenger volumes increase, creating opportunities for touts to target travellers at major bus termini.
The Commission said it had received increasing reports of operators using physical force, intimidation, pushing, misleading tactics and harassment to force commuters onto buses against their wishes, describing the practice as a violation of consumer rights.
The warning follows growing complaints from passengers, who say bus termini have become places where they are grabbed, threatened, insulted and prevented from boarding buses of their choice.
Maria Machiridza, who regularly uses the Mbare Musika Bus Terminus, said the situation had become frightening.
"They descend on you, grabbing your luggage and dragging you. If you resist, they threaten you. You have no escape," she said.
Mutare resident Tendai Zunguza said he was forced onto a bus he had not chosen.
Related Stories
"I was going to Harare, but touts grabbed my bag and forced me onto a Mupfumi bus. When I protested, they insulted me and threatened to beat me up. I had no choice but to board," he said.
Tinashe Makina said he and his wife were surrounded after refusing to board a bus heading to the wrong destination.
"They forced us onto a bus that was not going to our destination. We refused, but they wouldn't listen. They surrounded my wife and me and tried to snatch the bag I was carrying," he said.
Last Matara appealed to transport operators to respect passengers' choices.
"We are appealing to touts not to force us onto kombis against our will. We already know our destinations, and there is no need for them to physically abuse us," he said.
Rudo Mandebvu said she was left terrified after being stopped from boarding the bus she had selected.
"They told me I couldn't board that Inter-Africa bus and tried to drag me to another one. When I resisted, they started shouting at me and insulting me. It was terrifying," she said.
The CPC said offenders could face fines or imprisonment and announced that it would work with law enforcement agencies to restore order at bus termini.
It also urged commuters to report incidents through its hotline numbers, providing details such as the bus registration number, the operator's name, the location, and the date and time of the incident.
Leave Comments