A surge of complaints following reports of two young Orthodox girls being mistreated on a bus route from Haifa has exposed a deeper crisis in Israel's public transportation system, particularly affecting ultra-Orthodox passengers.
Through extensive discussions with Israel's Transportation Ministry officials, Cohen discovered a troubling pattern: bus drivers regularly skip stops in Orthodox neighborhoods and mistreat passengers, knowing they're unlikely to face consequences.
"The ministry actually tracks and fines companies for verified complaints," Cohen explains. "But they can't act without official reports. A five-minute complaint submission could make the difference between continued abuse and real change."
Deputy Transportation Minister Uri Maklev's office has been pushing for improved service, but officials say they need evidence to take action. While some community members cite limited internet access as a barrier to filing complaints, Cohen suggests using internet cafes or asking family members for help.
"Yesterday's incident with those young girls wasn't just about parental responsibility," Cohen adds. "In a properly functioning system, children should be able to travel safely. But that only happens when drivers know there are consequences for misconduct."
The Transportation Ministry maintains an online complaint system that tracks incidents, verifies reports, and issues fines to companies for substantiated claims. These fines often get passed down to drivers, creating a direct incentive for better service.
"Our community makes up a huge portion of public transportation users," Cohen notes. "It's time we demanded the respect and service we deserve. The system exists - we just need to use it."
Transportation Ministry officials confirm they're ready to investigate complaints but emphasize they need formal reports, not just word-of-mouth accounts, to take action.
For passengers looking to file complaints, the process takes about five minutes and requires basic information about the incident, including the route number, time, and location. Complaints can be filed through the Ministry of Transportation's website or with assistance from community service centers.
