Passenger experience and services refer to the overall quality and convenience of public transport from a user’s perspective. It encompasses factors such as comfort, safety, reliability, cleanliness, and accessibility, all of which influence passengers’ satisfaction and willingness to use public transport. Key aspects include real-time information systems, seamless ticketing, multimodal integration, and user-friendly digital services that enhance convenience. Passenger experience also involves elements like station design, customer service, and the perception of security during travel. Improving these aspects can significantly boost public transport ridership by making it a more attractive alternative to private cars. 

Key challenges

• Maintaining reliability and punctuality to ensure passengers can depend on public transport for daily commuting.
• Providing real-time information through digital platforms to help passengers plan their journeys efficiently.
• Improving accessibility for all users, including people with disabilities, elderly passengers, and those with limited mobility.
• Enhancing safety and security to reduce concerns about crime, harassment, or accidents in public transport.

Common practices

• Providing real-time journey updates through mobile apps, digital screens, and audio announcements to keep passengers informed. 
• Implementing contactless and mobile ticketing to streamline fare payments and reduce boarding times. 
• Designing transport hubs with user-friendly layouts that include clear signage, seating areas, and step-free access for improved accessibility. 
• Enhancing safety measures by deploying surveillance cameras, emergency help points, and well-lit stations to increase passenger security. 

Relevance to public transport and UPPER

Passenger experience and services are crucial for making public transport a more attractive, reliable, and user-friendly alternative to private cars. A positive experience encourages higher ridership, supports sustainable mobility goals, and ensures that public transport meets the needs of diverse users. This aligns with UPPER’s objectives by focusing on measures that enhance service quality, accessibility, safety, and digital solutions to improve passenger satisfaction.