Handal Indah Sdn Bhd, operator of cross-border, domestic, and government-backed bus services, has been shortlisted for the Best Land Operator category at the Transport Expo Asia (TXA) Awards 2026. Connecting Johor with Singapore across the Causeway and providing vital transit networks throughout Malaysia, Handal Indah plays an essential role in regional mobility by providing millions of passengers each year with reliable cross-border and community transport connections.
Reliable and Punctual Service
Handal Indah maintains a rigorous approach to safety and operational reliability across its network. The company equips its fleet with closed-circuit television (CCTV) systems. At the same time, its dedicated Operations Control Centre (OCC) actively monitors vehicle movements in real-time to ensure adherence to schedules and protocol.
Underpinning these operations is an official ISO 45001 certification for occupational health and safety. To mitigate risk on the road, the company enforces strict drug and alcohol screening policies alongside regular driver medical assessments. Furthermore, Handal Indah maintains strict compliance with major regulatory bodies, including the Road Transport Department (JPJ), the Department of Occupational Safety and Health (DOSH), and the Ministry of Human Resources, ensuring that all labor, safety, and transit regulations are met.
Passenger Accessibility and Comfort
Handal Indah has enhanced accessibility and passenger convenience across its network. Vehicles and terminal facilities are equipped with ramps and dedicated wheelchair spaces to accommodate elderly passengers and individuals with disabilities. Additionally, the fleet undergoes thorough interior and exterior cleaning every two days to ensure a clean and comfortable environment for passengers.
Passengers can pay seamlessly through multiple options, including the ManjaLink card, open-loop contactless bank cards, and mobile account-based ticketing. Cashless payment adoption on cross-border services rose steadily from 75% in December 2024 to 82.3% in December 2025. Similarly, BAS.MY services saw rapid growth over the same period, with cashless rates increasing from 16.3% to 44.9% in Melaka and from 43.5% to 52.1% in Johor Bahru, thereby shortening boarding times.
The operator’s LUGO app—offering comprehensive journey planning, cashless ticketing, and real-time arrival updates—reached 156,027 registered users in FY2026, alongside ongoing enhancements to ETA accuracy. Furthermore, the company introduced premium express services featuring wider reclining seats and onboard Wi-Fi, marking a first for a Johor-based public transport operator.
Customer feedback is also systematically gathered via the LUGO app, a dedicated hotline, and email. In FY2026, 72% of all received feedback was positive, and the average complaint resolution time stood at eight minutes. Monthly reviews of complaint trends allow the company to proactively address and resolve recurring issues at their source.
Managing Service Disruptions and Passenger Communication
When vehicle breakdowns, traffic congestion, or adverse weather disrupt services, the Operations Control Centre (OCC) promptly identifies the issue and deploys replacement buses to maintain schedule continuity. The company utilises predefined rerouting plans during disruptions, while routes or terminals flagged with low satisfaction or safety ratings are systematically escalated to the operations team for swift remediation.
To ensure effective communication, passengers are kept informed via in-app notifications, real-time arrival updates on the LUGO platform, direct calls, the company website, social media channels, and dedicated customer support. At the same time, the company rigorously escalates any safety-related incidents through its formal incident response protocol.
Handal Indah’s commitment to excellence has earned it significant industry distinction, including the Digital Transformation of the Year title at the 2025 TDM Travel Trade Excellence Awards and parent company HI Mobility Berhad’s landmark listing on Bursa Malaysia.
Capping off this trajectory of growth, safety, and innovation, Handal Indah Sdn. Bhd. has been officially shortlisted for the Best Land Operator category at the Transport Expo Asia (TXA) Awards. This shortlisting underscores the company’s vital role in shaping the future of regional transport across Malaysia and Singapore.
