The decline of service quality at STC: A call for urgent reform

Dear Editor,

Public transportation plays a vital role in national development by connecting people, supporting businesses, and enabling mobility. In Ghana, the State Transport Corporation (STC) has long been regarded as a reliable transport provider.

However, my experience with STC on Tuesday, where I had to wait for more than two hours has confirmed concerns about the decline in the quality of service by the transport provider.

Two major issues stand out of the concerns raised by the public, which are, poor communication by management and excessive waiting times for passengers.

Effective communication is the backbone of any successful organization, especially in the transport sector where schedules, delays, and changes directly affect customers.

Unfortunately, STC management appears to fall short in this area. Passengers are often left in the dark regarding delays, cancellations, or changes in departure times.

There is little to no proactive communication to inform customers about what is happening. In many cases, passengers must repeatedly approach staff for updates, only to receive vague or inconsistent responses.

This lack of clear and timely information creates frustration and anxiety among travelers, many of whom depend on STC for important journeys such as business trips, family visits, or emergencies.

A modern transport company should prioritise transparency and customer engagement by using clear announcements, digital updates, and responsive customer service channels.

The current communication gap does not only damage1 customer trust but also undermines the credibility of the organization.

Another critical issue affecting STC passengers is the long and unpredictable waiting time. It is not uncommon for customers to wait for several hours beyond their scheduled departure time. In some extreme cases, passengers have reported waiting up to five hours before boarding a bus.

I am personally a victim of this situation, having experienced a delay of about five hours without proper explanation or support from staff. Such delays are not only inconvenient but also unacceptable in today’s fast-paced world.

Passengers often plan their journeys carefully, and such prolonged waiting disrupts their schedules, causes missed appointments, and leads to additional financial and emotional stress.

Waiting for hours at a bus terminal without adequate seating, refreshments, or clear information further worsens the experience. It reflects a lack of proper planning, coordination, and respect for customers’ time.

From Ernest Adinkra

Accra New Town

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