The Malta Independent 28 May 2023, Sunday
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eCabs implements pioneering Passenger Safety Charter

Sunday, 25 October 2020, 14:36 Last update: about 4 years ago

eCabs is the first mobility service provider in Malta to ever implement and commit to a comprehensive Passenger Safety Charter, through which it is voluntarily self-regulating its standards to ensure the highest level of passenger safety in the provision of its services.

The Charter titled ‘eCabs and You’ represents a commitment by the Company to consistently take proactive measures to ensure the safety of its passengers and drivers, as well as creating and promoting a responsible environment for safer Maltese roads.


“From day one, our commitment has not only been that of bringing positive disruption and meaningful change in our sector but also to help raise the bar when it comes to standards across the board. Passenger and driver safety are at the inner core of our services: this is why we decided to go the extra mile and impose on ourselves standards which go beyond those stipulated by the Law” says Matthew Bezzina, CEO of eCabs.

“It is within this spirit that we have been working on the Passenger Safety Charter for the past months and today we are proud to have reached this very important milestone in our journey. We have researched and sought international best practice and shaped a Charter which will set the gold-standard for mobility in Malta. The ‘eCabs & You’ Passenger Safety Charter is defined by our brand values, being in touch with what matters most to passengers, drivers and all those with whom we share the road, including pedestrians, cyclists and people in other vehicles,” added Matthew Bezzina.

The Charter is enabled by the fact that eCabs’ remains the only operator that boasts a 24/7 controlled environment with an over-riding safety-first priority. Whilst the entire operation is fully technology-driven, eCabs retains an element of manned and logistical control, ensuring constant support for the hundreds of drivers, full control over drivers’ trips, tracking of locations and system access control.

‘eCabs & You’ defines the rights and responsibilities of both the passengers and the drivers, clearly defining the parameters within which a journey is to take place. The Charter covers all key areas including customer care, health and safety, vehicle sanitisation, driver behavior, passenger interaction, mutual respect and emergency protocols.

Greta Borg Bezzina, Operations Director at eCabs, said “the Charter sets out the parameters for safe travel guidelines, clearly sets out how complaints are handled, promotes the ease of booking through the multichannel booking options and states the Company’s ‘Lost & Found’ policy whereby items found in cabs following a drop-off are returned to customers through eCabs’ 24/7 contact centre.

“eCabs is not only committed to take passenger and driver safety very seriously but to also drive positive action by everyone to take safety on the road seriously. Our Passenger Safety Charter is a mutually beneficial tool being enshrined in the fabric of the Company. Passengers will understand better their rights and responsibilities, as well as those of their driver, and benefit from the peace of mind knowing they are trusting a Company where their safety is not a mere hashtag, but a core value. We are committed to keep on leading the space of passenger safety and trust that our Charter will inspire all stakeholders in the sector into nurturing a true commitment towards road safety,” concluded Greta Borg Bezzina.

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