1. THE PASSENGERS’ PERSPECTIVE IN PUBLIC TRANSPORT - WHAT ARE THE REAL NEEDS ? - THE PASSENGERS’ PERSPECTIVE IN PUBLIC TRANSPORT - WHAT ARE THE REAL NEEDS ? - A MEasurement Tool to determine the quality of Passenger EXperience

2. Market wishes to participate… more than 6.000 answers received Relevant findings …

3. Market is complex in the nature of its characteristics/preferences Relevant findings … Tourists Traveller with children Commuter Women Mobility restricted Elderly Young

4. Each group of passengers is driven by different transport attributes Relevant findings … Intermodality Safety & Security Design Information Passenger rights Comfort Ticketing Special needs Reliability Accessibility

5. Passenger experience is influenced by different sets of variables Relevant findings … Safety & Security Feeling safe in stations/stops Feeling safe travelling in the dark Maintenance of infrastructures Levels of antisocial behaviour Respect Passenger rights Quality of service Seating availability Space for pushchairs Taking account needs of children Smooth stopping Ability to sit together Time to get off vehicle Women Traveller with children

6. 1.Are transport operators / authorities aware of the diversity of users and of their needs? 2.Do these stakeholders have a real interest in knowing this information? 3.Do these stakeholders need of such information? 4.Are they willing to pay for it? Can they afford it? 5.Is it possible to efficiently take into consideration the needs of all these user groups? 6.Is it possible to plan a transport system that satisfies all its users? If not, how do we choose what is relevant? 7.How can we enhance the participation of the most vulnerable groups? Are these the ones we should care about? The ones that have more difficulties to adapt? 1.Are transport operators / authorities aware of the diversity of users and of their needs? 2.Do these stakeholders have a real interest in knowing this information? 3.Do these stakeholders need of such information? 4.Are they willing to pay for it? Can they afford it? 5.Is it possible to efficiently take into consideration the needs of all these user groups? 6.Is it possible to plan a transport system that satisfies all its users? If not, how do we choose what is relevant? 7.How can we enhance the participation of the most vulnerable groups? Are these the ones we should care about? The ones that have more difficulties to adapt? Challenges …

7. Thank you…