𝐁𝐓𝐀 𝐒𝐭𝐫𝐞𝐧𝐠𝐭𝐡𝐞𝐧𝐬 𝐏𝐚𝐬𝐬𝐞𝐧𝐠𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞𝐬 𝐖𝐢𝐭𝐡 𝐍𝐞𝐰 𝐈𝐧𝐢𝐭𝐢𝐚𝐭𝐢𝐯𝐞𝐬 𝐀𝐧𝐝 𝐅𝐮𝐭𝐮𝐫𝐞 𝐏𝐥𝐚𝐧𝐬

…𝑳𝒐𝒔𝒕 𝒂𝒏𝒅 𝑭𝒐𝒖𝒏𝒅, 𝑳𝒆𝒈𝒂𝒍 𝑨𝒅𝒗𝒐𝒄𝒂𝒄𝒚, 𝒂𝒏𝒅 𝑸𝒖𝒂𝒍𝒊𝒕𝒚 𝑻𝒂𝒙𝒊 𝑺𝒆𝒓𝒗𝒊𝒄𝒆𝒔 𝒐𝒏 𝒕𝒉𝒆 𝑹𝒊𝒔𝒆

By Lhendup Wangmo

Established in 2017, the Bhutan Taxi Association (BTA) has swiftly become a cornerstone of Bhutan’s transportation sector, representing and unifying taxi drivers across the country. Though initially an informal group, the association’s dedication to supporting taxi drivers and ensuring passenger satisfaction led it to formalize operations in 2020. Now, with official registration under the Civil Society Organization Authority (CSOA), the BTA is recognized as both a Public Benefit Organization and a Member-Based Organization, a status that amplifies its mission to provide safe, reliable, and affordable transportation services nationwide.

With Bhutan’s tourism industry expanding, the BTA has positioned itself as an essential part of the travel experience. Executive Director Tshering Penjor highlighted the association’s role in enhancing public transportation quality and efficiency: “Our mission is not only to support our members but to also bring comfort and trust to passengers. Safe and efficient travel is our top priority.”

This commitment is especially visible in the BTA’s approach to addressing one of the most common concerns for passengers, lost belongings. In a show of dedication to passenger convenience, the BTA has taken steps to assist travellers in retrieving misplaced items. The association’s current system involves a proactive use of social media to track and return lost items. Taxi drivers post updates in online groups about found items, where fellow drivers and passengers alike can connect and aid in the recovery of valuables.

According to Tshering Penjor, “While the social media network is effective, it’s only a temporary solution. Roughly 50 percent of lost items are successfully returned through this system, but we recognize there’s more we can do.” The association aims to address this gap by planning a dedicated “Drop-Off Center” in Thimphu by 2025, making it easier for passengers to retrieve items left behind in taxis and providing a more structured approach to lost-and-found services.

Thimphu, the capital, is where the need for such a center is most keenly felt. As Penjor explained, “In a bustling area like Thimphu, where passenger volume is high, lost belongings are a common challenge. A central location for lost-and-found items will streamline this process and improve the experience for passengers and drivers alike.”

This drop-off center is not just about reclaiming lost items; it represents a larger initiative to create a network of support and reliability across Bhutan’s taxi industry. Once established, passengers can rely on the center for a quick and accessible means to recover lost belongings, without needing to rely solely on social media posts. Tshering Penjor believes this effort will also foster better collaboration between the public and the taxi community, with the BTA as the central coordinating body.

Kinzang Dorji, coordinator of the Phuentsholing Taxi Association, noted that in the absence of a formal drop-off center, social media plays a crucial role in managing lost items. “Phuentsholing is a central hub for many travellers, and passengers often leave behind items,” Kinzang Dorji explained. “Our current system involves using social media to inform passengers and drivers about lost items, with a temporary solution of storing items at a central location, the Chinese Gate.”

However, Kinzang Dorji acknowledged that the lack of a drop-off center poses some limitations. For instance, retrieving belongings can be time-consuming for passengers, especially if they are not members of the BTA. He expressed hope that, like Thimphu, Phuentsholing will also have a centralized system in place in the future to offer greater convenience and support.

The association’s commitment to passenger service extends beyond the ordinary. Recently, the BTA assisted a passenger named Dorji Dema, who had misplaced her important documents while traveling from Paro to Thimphu. The swift response from the BTA’s support team helped her recover the documents just in time for her international trip. “I can’t express how relieved I felt when they returned my documents,” Dorji Dema shared. “The BTA’s professionalism and dedication to helping passengers left a lasting impression on me.”

Such incidents highlight the BTA’s commitment to professionalism and customer care. By promoting licensed taxi services, the association also aims to encourage passengers to choose registered taxis, reinforcing safety, reliability, and a greater likelihood of assistance in cases of lost items.

As a Public Benefit Organization, the BTA’s role is not only to support its members but to benefit the public at large. With its advocacy for both drivers and passengers, the association actively raises awareness about the benefits of traveling with licensed taxis. Through public messaging and engagement initiatives, the BTA emphasizes the importance of choosing accredited services to ensure passenger safety and accountability.

Additionally, by creating a framework for communication and support, the BTA has been instrumental in addressing issues specific to the taxi industry. The association liaises with government bodies and stakeholders, advocating for policies that address challenges unique to Bhutan’s transportation sector. Issues like rising fuel costs, fair tariffs, and maintaining vehicle standards are among the areas where the BTA seeks to bring positive change for both drivers and passengers.

The BTA’s vision for a centralized drop-off center goes beyond just taxi services. Once established, the center could benefit the broader tourism industry in Bhutan by providing a dedicated facility where lost-and-found items from various transport services can be reported and reclaimed. Such an initiative would improve the overall travel experience and showcase Bhutan’s commitment to passenger welfare, reflecting positively on the country’s hospitality standards.

For tourists, a drop-off center would be an assurance that their belongings are safe, even if misplaced. For locals, it would establish a dependable process for recovering lost items. As Bhutan’s tourism industry grows, the establishment of such a center could set a precedent for organized, passenger-focused service infrastructure in the country.

Despite the challenges, the Bhutan Taxi Association is dedicated to improving service quality and convenience for all passengers. In addition to the planned drop-off center, the BTA continues to explore digital platforms and partnerships that could further streamline lost-and-found services. Looking to the future, the association hopes to expand its network of support centers to other major cities in Bhutan, making it easier for passengers in various regions to reclaim lost belongings.

The BTA also recognizes the importance of training and professional development for drivers. By promoting a culture of accountability and service excellence, the association aims to uplift the image of the taxi sector in Bhutan. Driver workshops and skill-building sessions are among the initiatives the BTA plans to implement to ensure drivers are well-equipped to handle the demands of modern transportation and provide high-quality service to all passengers.

The Bhutan Taxi Association’s journey from an informal network to a legally recognized organization reflects a commitment to service, professionalism, and community welfare. Through its lost-and-found initiatives, advocacy for driver rights, and plans for a centralized drop-off center, the BTA has become a vital part of Bhutan’s transportation landscape.

As the association continues to grow and adapt, passengers can expect improved services and a more reliable system for recovering lost items. For the BTA, the future holds opportunities to further enhance both driver support and passenger care, setting a new standard of excellence in Bhutan’s taxi industry.