A viral video has sparked widespread criticism after it appeared to show a staff member from Tahmeed Coaches physically confronting a female passenger during a disagreement over luggage allegedly containing alcohol.
The incident, which has been widely shared across social media platforms, shows a heated exchange between the woman and a male employee inside or near one of the company’s buses. As tensions rise, the staff member is seen grabbing the passenger, prompting alarm from fellow travellers, some of whom can be heard protesting the treatment.
According to witnesses in the video, the confrontation began after the woman was accused of carrying alcohol, an item reportedly prohibited under the company’s transport policy. While Tahmeed Coaches maintains restrictions on certain goods for safety reasons, many Kenyans argued that the situation should have been handled calmly and without the use of force.
The footage quickly triggered a wave of reactions online, with many users condemning the employee’s conduct and questioning the company’s approach to customer service. Others called for transport operators to equip staff with conflict resolution skills instead of resorting to physical confrontations when disputes arise.
Following the public backlash, Tahmeed Coaches released a statement acknowledging the incident. The company said it regrets what transpired and stressed that it does not tolerate any form of passenger mistreatment. Management confirmed that an internal investigation has been launched and promised appropriate disciplinary action should the employee be found to have acted outside company procedures.
Tahmeed also reaffirmed its commitment to enforcing its operational policies while insisting that passengers deserve to be treated with dignity and respect throughout their journey.
The woman involved has not publicly addressed the incident, and it remains unclear whether she intends to pursue legal action. Meanwhile, the video continues to attract widespread attention, with consumer rights advocates urging transport companies to prioritise professionalism, de-escalation, and passenger safety whenever disputes arise.