At bus and matatu stages across Kenya, touts' calls are part of the rhythm of daily life. Done well, they help passengers find the right vehicle quickly. Too often, though, the shouting turns into abuse, and a service meant to welcome commuters leaves them feeling harassed.
Millions of Kenyans rely on public transport to reach work, school and markets, and they deserve to be treated with dignity. Yet many have met touts who bark at them, hurl insults or answer questions about fares and departure times with contempt. For someone unfamiliar with a route, this can be intimidating. Ironically, those who simply ask for information are sometimes treated worst.
Rudeness among touts is not merely bad manners. It is a customer service failure that operators can no longer ignore. Public transport survives on passengers' custom, and every insult erodes the trust that brings them back.
Crowded stages and tight schedules are real pressures, but they do not excuse mistreating customers. Touts do vital work: guiding commuters, collecting fares and keeping vehicles moving. That work demands patience and clear communication as much as speed.
The remedy begins with Sacco management. Regular training in customer care, communication and conflict resolution would help touts answer questions politely, state fares clearly and settle disagreements calmly. Saccos should also adopt a clear code of conduct and publish contacts where passengers can report harassment or intimidation, with the assurance that complaints will be acted on.
Drivers and vehicle owners have a stake too. A crew known for courtesy earns a reputation that fills seats, while one known for abuse sends passengers to the next vehicle. Respectful service reduces conflicts, protects income and makes the journey better for everyone.
Passengers are not a burden to be herded; they are the partners on whom the whole industry depends. Every commuter is entitled to courtesy, honest information and fair treatment.
Professionalism begins with how people are treated at the stage. A respectful matatu culture would benefit passengers, operators and the sector as a whole.
