Stephon Nicholas
Tobago Correspondent
Tourism Secretary Zorisha Hackett is urging taxi drivers and other stakeholders to act professionally and courteously at all times, following a viral video showing a driver verbally abusing a female passenger.
In the four-minute video, the driver repeatedly curses at the Trinidadian visitor during an alleged dispute over her destination.
When the passenger complains that she has travelled around the world and never been treated so disparagingly, the driver takes offence.
“F--- you, it reach to that. All ah we have to f---ing dead, you feel you going and live forever? Don’t tell me nothing about you go all over the world. You in Tobago now. What you expect? Roses?” he says.
The driver threatens to destroy the passenger’s phone for recording the exchange. She eventually leaves the vehicle when he stops for fuel.
In response to questions from Guardian Media, Hackett said she did not have the facts surrounding the incident but stressed that stakeholders must understand the role they play in the success of the tourism industry.
“Tourism is everybody’s business, and the experience we offer our visitors extends well beyond our beaches, hotels and attractions. Every interaction matters, from the moment a visitor arrives on our island to the moment they depart,” she said.
Hackett noted that taxi drivers are often tourists’ first local contact after they leave the airport and should see themselves as ambassadors for Tobago.
“Professionalism, courtesy, respect and quality service must therefore remain central to every interaction.”
She urged the public not to let “one unfortunate encounter” define the entire sector or overshadow the many operators who consistently provide excellent service.
“As we work to strengthen Tobago’s tourism industry, we must understand that attracting visitors is only part of the responsibility. How we treat them while they are here determines whether they return and whether they recommend Tobago to others.
“That is the standard of service we must collectively work towards.”
At a welcome ceremony on Sunday for passengers on the inaugural Toronto-to-Tobago flight at the ANR Robinson International Airport’s east terminal, Hackett delivered a similar message: “The customer service that we expect Tobagonians to give is what we’re depending on.”
Former tourism minister Randall Mitchell described the incident as disturbing, warning that “when leaders...spew hatred, it trickles down, and citizens begin to follow their example.”
