Background: Approximately 30% of Swedish urban bus drivers report having been exposed to threats or violence. As 50% of drivers have voiced concerns about the occurrences, threats and violence also represent contributing factors to driver stress and fatigue.
Objective: The aim of this study was to explore bus drivers' experience of threats and violence; how threats and violence manifests and how the problem is handled by drivers. Gaining understanding of the circumstances is important to reduce the number of threats and violent incidents to provide healthy and attractive working conditions for drivers.
Methods: This study is based on in-depth interviews with 12 urban bus drivers in the City of Malmö in Sweden.
Results: Urban bus drivers experience threats daily from passengers, although physical violence occurs less often. The most common situations resulting in threats involve asking passengers to show valid tickets, denying child carriages onboard and running late to a bus stop. The drivers have not received clear guidelines as to strategic handling of the invalid ticket situation.
Conclusions: Recommendations include a clear policy and consensus with regard to handling invalid tickets, providing drivers with guidelines for appropriate procedures for passengers refusing to pay, improving reporting routines and establishing a strategy for the Public Transportation provider and operator to follow with regard to reports, in-vehicle surveillance cameras including informing passengers that they are being video recorded as well as harmonizing the location of alarm buttons on buses.
Keywords: Bus passengers; conflicts; in-depth interviews; threats and violence.; urban bus drivers.