Providing information to passengers

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Providing information to passengers

Familiarity with the public transport system and the surrounding area is fundamental to a traveller's sense of personal security. A knowledge of the locality, where they are heading, which routes will take them, and what they will pass on route, help them to proceed confidently on their journey. Travel information, such as accurate timetables and news about service changes or delays, help them to plan and feel more in control of their journey.

Knowing where to find local facilities, such as toilets, shops, travel information centres and telephones, can help them to feel less isolated and vulnerable.

What kind of information?

Signage:

Make sure that it is clear to passengers how to find their way around the infrastructure. Conduct a tour yourself, perhaps with passengers, or an independent auditor/adviser, imagining that you are a first time user and do not know where each platform or shelter is:

  • are shelters or platforms clearly marked, both at the platform or shelter itself and on the way to it?
  • is the direction of travel (eg to/from town centre) clear?
  • are the exits and entrances clearly marked, with indication as to where they lead?
  • are passenger facilities, particularly those for use in an emergency, clearly indicated?
  • are the signs clean and undamaged, and sufficiently well lit after dark?

Maps:

To passengers that do not use the area often, it may be difficult to get their bearings on arrival and even know which direction to take on their onward journey. A simple plan or map may help them to find their way around and indicate where they are in relation to the surrounding locality and other transport provision.

Timetables:

Accurate, and up-to-date timetables should be available so that passengers can predict how long they will have to wait, and act accordingly. If this is a service interchange, timetables for connecting services should also be available. Timetables should be:

  • easy to understand for those who are not regular users of public transport
  • clearly presented for those whose eyesight is impaired
  • clean and undamaged, and sufficiently well lit after dark
  • dated, so that passengers know whether they are still current
  • available to take away, so that in future they can plan their journey in advance.

Real-time information:

Real-time information displays provide the most up-to-date service information to passengers. It enables them to monitor the progress of the bus or train that they are waiting for. They can make an informed decision about what to do in the event of long delays, avoiding an unnecessarily long wait.

Public address:

Public address can be used to supplement written timetables by giving information about service changes. It can also provide reassurance to passengers by acting as a reminder that the service is staffed.

Responding to queries:

The provision of information can go a long way to ensuring that passengers are able to plan their journey and proceed with confidence. But it would not be possible to anticipate every query. It may be possible to provide additional information to those who ask through:

  • staffed information centres
  • telephone hotlines
  • passenger help points