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AGM 2026: Own the Journey – Empowering Leaders, Delighting Customers

Shared Feb 4th 2026

Dear Team,

Theme: Own the Journey – Empowering Leaders, Delighting Customers

As we move forward as an organization, owning the journey means taking responsibility, demonstrating accountability, and showing ownership beyond our defined roles. It reflects our collective commitment to proactive service delivery, collaboration, and personal accountability in achieving daily and organizational goals.

Following resolutions reached at the AGM, please find below the approved operational guidelines and expectations, which take immediate effect and must be adhered to strictly across all stations.

AGM Resolutions & Operational Guidelines

  1. Refund Processing
  • Customers must be informed that refunds for cancellations or erroneous transfers will be processed within seven (7) working days, excluding Saturdays and Sundays, from the date of report or escalation.
  • All refund requests must be sent via email to the BOM, copying the Resolution Team and Regional Supervisor, with the following documents attached:
    • Payment receipt(s)
    • Confirmation that the provided account details match the originating account
    • For multiple payments, all relevant receipts must be attached
  • Email subject format:
    REFUND OF (AMOUNT) FOR (REASON)
    Examples: Overpayment, Cancellation, Erroneous Transfer etc.
  1. Oil and Liquid Substance Movement (Luxury & Small Buses)
  • Oil or liquid substances are not permitted in the boot of luxury buses.
  • Where allowed, liquid substances must not exceed 20 litres and must be carried by the customer inside the luxury bus by their side and properly packaged in a thick nylon bag to contain spills.
  • In small buses, only one passenger may carry a liquid substance, which must be properly packaged in a thick nylon bag to contain spills.
  1. Declared Item Value
  • Customers must personally declare the value of their items.
  • CSRs are not permitted to declare, estimate, or advise on item values on behalf of customers.
  • Brand-new items such as laptops, phones, TVs, and gadgets must be accompanied by receipts to ensure accurate value declaration in the system.
  1. Mandatory Parcel Inspection
  • Inspection of all parcels is mandatory and not optional.
  • Parcel inspection helps to:
    • Prevent the movement of prohibited or restricted items;
    • Guide appropriate packaging decisions;
    • Determine the correct handling and delivery methods required to ensure parcel safety.
  • All staff involved in registration and handling must ensure inspections are carried out professionally and in the presence of the customer where applicable.
  1. Escalation Channels
  • The OPS WhatsApp group must not be used as the sole escalation channel.
  • Proper escalation procedures must be followed at all times.
  • Email remains the organization’s primary official communication channel.
  1. Customer Engagement & Professional Conduct
  • All staff are expected to maintain a positive attitude by smiling, offering warm greetings, and creating a welcoming environment for customers.
  1. Dress Code
  • CSRs must be properly dressed in the officially approved uniform at all times.
  • Loaders must appear neat and organized, wear appropriate closed footwear, avoid ripped jeans, and maintain well-groomed hair.
  1. Station Cleanliness
  • All stations must be cleaned and organized before daily resumption of work and maintained throughout the day.
  • Staff should regularly check the workspace and remove any litter or clutter.
  1. Customer-Centric Service
  • All staff must remain customer-focused, empathetic, and take ownership of resolving issues.
  • Blame-shifting is strongly discouraged—focus on solutions and customer delight, while ensuring the company’s interests are protected.
  1. Sending INTN Items to Head Office
  • All INTN items sent to Head Office must be registered to “Admin Office” as the destination.
  • The receiver’s full name, phone number, and department must be clearly stated.
  • Remember that we do not use packaging materials for customer’s items on our Internal parcels.
  1. Correction of Customer Registration Errors
  • Where a customer makes an error on a registration form (especially declared value), the customer must complete a new form.
  • The incorrect form must be retrieved and properly discarded.
  1. Operational Material Requests
  • All requests to the Admin Department for operational materials must use the email subject:
    OPERATIONAL MATERIAL REQUEST – XXX Station
  1. Damaged or Missing Parcels
  • All reports relating to damaged or missing parcels must use the following email subjects only:
    • DAMAGED PARCEL PID……
    • MISSING PARCEL PID……
  1. Active Collaboration with Colleagues
  • Staff are expected to support colleagues across stations when contacted for assistance.
  • Be responsive, courteous, and cooperative.
  • Be helpful, be your brother’s keeper—pick up calls and communicate politely.

Recognition of Outstanding Performance (2025)

We commend and appreciate the exceptional efforts of our teams and are pleased to recognize the following stations:

Top Performing Stations

  • East & South: Onitsha, Port Harcourt, Enugu
  • West: Iyana-Ipaja, Ajah, Balogun
  • North: Utako, Kubwa

Most Improved Stations

  • East: Aba
  • West: Ikeja
  • North: Wuse 2

As we recognize these achievements, we encourage all stations to do even more in 2026. Let us continue to work collaboratively, maintain minimal to zero errors, take full ownership of our responsibilities, and consistently strive for excellence.

We look forward to celebrating even greater achievements and recognizing top-performing and most improved stations at the 2027 AGM.

Thank you for your continued dedication and commitment.

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