Public transport is seen as a way to solve challenges in mobility. Increasing mobility demand, energy consumption
and GHG emissions as well as excessive costs could be addressed by resource efficient services as an alternative
to the private car. A precondition for this mode shift is a positive experience of passengers with public transport.
A broad study carried out in cities across eight European countries plus the FIA network measured passengers’
experience based on interviews to understand which aspects contribute to satisfaction or dissatisfaction. To
understand the differing needs of passengers, we built a typology based on a cluster analysis leading to six groups
with specific characteristics. Working commuters appeared especially sensitive to reliable services and comfort
on their daily trips. Leisure travellers need orientation to reduce insecurity related to their occasional trips.
Dissatisfaction with ticketing was an issue in all groups, and student commuters were critical in their assessments,
which puts transport providers at risk of losing their potential future customers at an early stage.
The different versions of the original document can be found in:
DOIS: 10.5281/zenodo.1451357 10.5281/zenodo.1451358
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