How Passenger Information Contributes to Customer Satisfaction

At the end of a long journey, reaching their coveted destination will always feel very special for passengers. Once they’ve arrived, passengers will delete their tickets and forget about their luggage for a while, taking some time to relax. The convenience of a journey, however, will impact a passenger’s mood long after they’ve finished travelling.

There’s no denying that passengers can find events leading up to reaching their destination to be stressful. From hurriedly preparing trollies to waiting for transport to turn up on time, trips can easily become a nuisance for travellers. This is particularly true if a mishap occurs along the way. Indeed, even one unexpected misadventure can have a lasting negative impact.

With the aid of passenger information, using public transport can become far less stressful. Indeed, there are a few ways that passenger information can improve passenger satisfaction. This article takes a look at the benefits of passenger information to help and support customers on route.

What makes a pleasant journey

Oftentimes, travellers will undertake their entire journey smoothly. Once they’ve reached their destination, they would likely be unable to tell exactly what they enjoyed about the trip. In fact, according to research, 95 per cent of human thought is subconscious. Therefore, it is often difficult for customers to identify what aspects of the trip made them happy.

However, it has been found that passengers go through nine phases in a trip. They start with trip preparation at home, while reaching their final destination is the final phase. Sitting in a moving bus or train is when travellers tend to experience the most positive sensations. Possibly, this is because they are slowly but surely on their way towards their desired location. But if transport is running late or all seats are already taken, passengers’ mood can soon dampen – especially if these setbacks are unannounced.

On the whole, there are three core needs that travellers require in order to have a satisfying trip. Firstly, they want to be in control. This means they like to have all the necessary information from the outset and be aware of any potential hurdles. Secondly, they want to be appreciated and looked after. Finally, they want to be free to access information whenever and wherever they wish.

Arguably, passenger information ticks all the boxes. How does it contribute to customer satisfaction?

Reduces complaints and saves time

Importantly, passenger information decreases people’s complaints. Being able to consult real-time departure and arrival details works wonders on customers’ satisfaction levels. For instance, it allows passengers to see whether their train or bus is running behind schedule.

With the information they need, travellers have more control to rearrange their plans and manage their time more effectively. They may want to let their work colleagues or friends know they’ll be late for an appointment or event. Or they may simply seek to organise alternative travel arrangements. Either way, it helps them ‘time’ their movements.

Knowing about a delay to trains or buses before you reach the station is better than travellers having to stand impatiently at the stop, uninformed about what is going on. Ultimately, passenger information helps riders reduce both their perceived and actual time wait.

Boosts passengers’ experience

It is likely that customers will need an internet connection to access live updates about departures, arrivals, and on-board situations. The need for passenger information promotes the adoption of railway Wi-Fi connectivity, which truly enhances travellers’ experience. Alongside providing free online entertainment to engage customers, it can also help them monitor their movements, source possible transport connections, and see where they are at any given time.

Considering the importance of internet access, passenger information can also efficiently provide travellers with Wi-Fi updates. Indeed, by highlighting when trains or buses will be passing through a Wi-Fi blackspot, travellers will be able to make sure that they are not doing anything important as they enter the forecasted tunnel. However, it should be noted that the operator can counteract WiFi blackspots by implementing Trackside Radio Networks.

Increases perception of safety

As mentioned, being aware of how long it will take for an operator’s buses or trains to reach a stop gives a crucial advantage for customers trying to save time. In this respect, passenger information can also enhance people’s sense of personal security.

This is especially true when waiting for transport at night. With fewer fellow travellers around, passengers may feel vulnerable. Standing in the dark, guessing what time the bus or train will arrive, can truly heighten passengers’ feelings of insecurity. Instead, by accurately telling people when they can expect transportation to arrive, passenger information can instil a feeling of safety in customers. This all helps to shape an enjoyable and stress-free journey for people at every hour of the day.

Based on a passenger’s destination, travelling can be an exciting experience. But it is no secret that the journey itself can hide obstacles or setbacks that may lower their morale. Therefore, providing passenger information plays a substantial role in improving customer satisfaction.


Using customer experience insights to enhance travel quality

How passenger information contributes to passenger satisfaction