Project: Improving Staff / Passenger Relations

Reference: UG398

Last update: 22/10/2004 11:31:12


This research will try to identify and quantify the effect of staff attitudes on passengers, assess and evaluate good practice including training and distribution of duties and issue guidance.


Staff attitudes to passengers have emerged as a key issue in our research on the travel needs of older people, younger people, different ethnic communities and people on low incomes. Poor staff attitudes are a factor in the decision to use public transport- or not. The consequences of hostile staff attitudes can lead to destructive behaviour towards vehicles, transport infrastructure and staff themselves.


Social Research Associates
12 Princess Road West, Leicester , LE1 6TP
0116 2858604

Contract details

Cost to the Department: £73,050.00

Actual start date: 26 June 2002

Actual completion date: 30 March 2004


Customer Care & Corporate Culture in Public Transport
Author: Social Research Associates
Publication date: 20/01/2005
Source: DfT website
More information:

Summary of results

  1. The project was unable to identify a lost revenue figure but a useful report was produced identifying many of the issues and the ley stakeholders and drivers.