What type of announcements should never be made as they can cause customer alarm or distress?

The type of announcements that should never be made, as they can cause customer alarm or distress, are false announcements. Making a false announcement can create unnecessary panic, confusion, or anxiety among customers. Trust is critical in public transportation, and when false information is disseminated, it jeopardizes the credibility of the service provider. Customers rely on accurate and timely information for their travel plans, and misleading them undermines this essential relationship. Providing incorrect details may lead to safety issues or alter a customer's perception of safety and reliability within the transit system, causing significant distress.

In contrast, routine updates are standard communication practices that keep passengers informed in a calm manner, while urgent warnings are necessary to ensure the safety of customers in real emergencies. Positive reinforcement can help improve customer experience and agency reputation but does not have the potential for creating distress.