[Square] "Thank you to SRT customers wearing masks"

Lee Hyukjun / SR Suseo Train Crew Center Manager

I am the chief attendant at the SR Suseo Crew Center, which operates the safest and fastest high-speed train in South Korea, the SRT. The chief attendant oversees all onboard services to ensure the safety and comfortable use of the train for customers.

Our daily lives have changed due to COVID-19, and high-speed trains are no exception. SR conducts special disinfection three times daily at stations and four times on trains to prevent the spread of COVID-19 and to allow customers to use the trains with peace of mind. In particular, the chief attendants and crew members check their temperatures and disinfect their personal work items before coming to work, and during train operations, they always wear masks and protective gloves while making onboard rounds. Also, due to the nature of their customer-facing duties, they strictly limit private gatherings to avoid situations that could expose them to COVID-19. Although wearing masks and protective gloves for long periods in hot and humid weather is very uncomfortable and stifling, they do their utmost both on and off duty to provide safe railway travel services to customers.

Preventing COVID-19 on the SRT is not only the responsibility of the staff. Since May 26, wearing masks has been mandatory when using public transportation, including trains, so passengers must wear masks when boarding. Of course, most customers actively comply with the infection prevention guidelines.

However, while performing onboard duties, complaints about passengers not wearing masks continue to arise. During the approximately 50 days since mask-wearing became mandatory, SR’s “Voice of the Customer” has received a total of 280 complaints related to masks, averaging more than five per day. In fact, there are more cases of mask non-compliance observed on-site than those reported through complaints. During trips from Suseo to Busan or Mokpo, mask-related complaints occur about once or twice per trip.

Passengers who do not wear masks offer various explanations. Some stubbornly say, “I’m fine because I’m not infected,” while others only wear masks when requested by the chief attendant and remove them when not being watched. There are also cases where masks are worn but hung on the chin or with the nose exposed, which makes other passengers uncomfortable. It is understandable to briefly remove masks to drink beverages, but removing masks for extended periods to eat is similarly problematic. Of course, most customers cooperate immediately when asked to wear masks.

Wearing a mask is now a courtesy to other passengers and an obligation for train users. Refusal to wear a mask may result in forced disembarkation. Above all, masks are the strongest defense to protect customers’ own health from COVID-19. Although it may be temporarily uncomfortable, we earnestly ask everyone to actively participate in wearing masks without exception for their own health and that of others.

Since its opening, the SRT has been a train that was almost always fully booked on weekdays, weekends, and holidays thanks to the interest and love of many customers. After the spread of COVID-19 began, many seats were left empty for a time. Recently, seats have been filling up gradually, and if passengers observe health etiquette as the number of travelers increases, SRT journeys can become more enjoyable.

As a chief attendant, my hope is that the SRT will be remembered by customers not just as a train that quickly connects cities but as a warm high-speed train that connects people. Although we cannot see the bright faces of each customer as before due to masks, I approach my duties with hope that the situation will gradually improve and be overcome. By adhering to infection prevention rules such as wearing masks and washing hands, I sincerely wish for the health and happiness of all SRT customers and for a swift return to the precious daily lives everyone desires.

This content was produced with the assistance of AI translation services.