Are we really listening enough to passengers?

Serious understanding of user behaviour and expectations must be at the core of planning and designing travel provision and introducing new ways of payment and service information

Operators, infrastructure and technology suppliers, passenger representatives and a wide range of other stakeholders gathered at the Travel 2020 event to discuss how technology is driving change in the transport sector. Much of the discussion revolved around the importance of achieving a customer-focused approach by listening to passengers and putting their needs at the centre of future developments.

This revolutionary idea of listening to the customer might sound like a statement of the...