Informed Passengers are Satisfied Passengers

Accurate and timely information assists customers in better planning their time and feeling more satisfied about their trip experience. This article discusses the importance of providing information throughout the planning and journey process. Pre-trip information can be obtained through the Internet or text messaging for journey planning. Near-trip information provides information about the next departure through electronic displays at stations. This offers passengers the flexibility to adjust their journey on short notice based on real-time information. In-vehicle on-trip information is not yet widespread, but is helpful to passengers by communicating about delays and possible alternative routes. The most helpful passenger information systems incorporate information from adjacent public transportation systems and other transport modes. Informed passengers are more satisfied because they perceive waiting and travel time as shorter and experience public transit as on-time and reliable.