Thursday, September 29, 2022

Improving the Passenger Experience

As passengers are re-gaining confidence in public transport and pre-pandemic levels of ridership have been reached again, operators are starting to plan for attracting new passengers. Some initiatives like the 9-euro-ticket that was available in Germany for all regional trains or the free tickets Renfe is offering through autumn are sure to boost ridership. But what will be next?

Increasing Demand

The ways in which people use transportation is always evolving. Even with the mass shift towards remote or mobile working, daily commutes are still a relevant factor in public transport usage, but operators cannot count solely on commuting passengers if they want to increase ridership. Reliability and comfort are the two factors that passengers are looking for the most. So to attract new user groups, public transport must improve service quality and offer a great passenger experience, because the better the experience, the higher the likelihood will be of repeat journeys.

The expert

Public Transport is likely to emerge stronger from the crisis, as there is a solid political agreement that it should remain the backbone of mobility in our cities, if we want to reach our environmental and social equity goals

says Marc Figuls. He is Managing Partner at FACTUAL, an innovation consultancy focused on mobility. They are committed to transform mobility from their meshed strategic pillars: Research, foresight, knowledge, factory, and venturing.

Creating incentives

Being that backbone means that passengers must chose public transport above other forms of mobility, and the question is: what will influence them towards this choice? One way to increase the attractiveness are incentives, which Marc is working on with his company. FACTUAL has developed a micro-incentives platform for nudging user behavior towards sustainable mobility, where people can get rewards and discounts for making sustainable mobility choices in their day-to-day.
On the other hand, the platform gives operators insights on user behavior and information such as an origin-destination matrix or the use of services like bikesharing etc. This information can then be combined with other data, e.g. from an APC (automatic passenger counting) system and put to use for demand-oriented planning and managing passenger flow.

Watch now

Click here to watch the recording of the webinar webinar and learn how incentive, partnerships and stakeholder involvement benefit operators and increase public transport usage in urban areas.

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