Tag: passenger experience


Behaviour in crowds and paying attention

Behaviour in crowds and paying attention

Part of what influences our experience of places like airports is how those around us behave. Of course it’s not always positive as far as our own perception goes – a recent piece on-line highlighted the 12 most annoying things other passengers do – http://goo.gl/rRIi6v  We’ve probably all experienced most of these (and been guilty of some of them too!).  However we’ve pointed the link to...

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Joined up journeys

One of the advantages that the car has over public transport is that it takes the passenger from A – B, door to- door, no changes, no hassle. So as well as being the ultimate consumer product, it is also convenient and easy. But with the costs of motoring rising, and roads becoming more congested, the car is losing much of its shine. Urban planners...

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Is the answer to better experiences about tech or people…or both?

Is the answer to better experiences about tech or people…or both?

We were recently reading a blog about reducing the pain of the taxi queue at airports as another component of improving the elusive passenger experience. The solution offered in the blog (coming from a tech company) was live information on waiting times. Such an approach could have the added benefit of feeding data back to the taxi companies so they could alter their services in...

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Materials, feelings and personalisation

Materials, feelings and personalisation

Great piece on the Engadget website about the choice of materials for the new Samsung Galaxy S5. Now we are going to stay away from any arguments of Samsung vs Apple. But we thought the piece was interesting to see a view on the choice of materials and how it relates to your feelings about a product.  The metallic iPhone feels strong and robust but...

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Making us happy in public places

Making us happy in public places

In a recent meeting on a transport project we were talking about the things that enhance our travel experience as passengers.  There was all the usual stuff there about service, facilities etc. But for a moment we talked about those little extra things that make us smile on our journey and we remember. We all thought back to the street pianos that were around during...

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The future of self-service & customer experience

The future of self-service & customer experience

There was news last month that some supermarkets are reviewing the use of self-service checkouts. Research has suggested that they do not save time for customers and that they maybe contributing to an increase in theft. There had previously been an expectation that we would see increasing amounts of self-service in supermarkets because they save on staff costs and were expected to reduce queue lengths....

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Is the ticket dead?

Is the ticket dead?

The news that London Underground are to close ticket offices (www.bbc.co.uk/news/uk-england-london-25025888) is set to change the nature of the “ticket” and the interaction between operator and customer. The days of the little bit of paper clutched in our hands are clearly numbered.  Tickets moving onto our smart mobile devices creates a range of opportunities to enhance the passenger experience by offering a more joined-up, journey-orientated...

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The Sleeper Train

The Sleeper Train

The news that First Great Western’s franchise renewal has included offering more sleeper services coincided with a piece on Radio 4’s Saturday Live this weekend on the London to Penzance sleeper train. It was a great reminder of what a wonderful experience the sleeper train it and how it captures the romance of travel in a way in which only rail travel can do. What...

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What is “Passenger Experience”?

Passenger experience has become a hot topic in public transport especially for airports.  Major airports are putting it at the centre of their thinking – for example, the mission statement for Heathrow Airport is making every journey better.  But what does it actually mean? Is it more than the latest bandwagon for every vendor of products and services to jump onto claiming that their product...

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The reality of wayfinding in railway stations

The reality of wayfinding in railway stations

Nice little blog that sums up the wayfinding experience of many in stations and how then the customer service has to rescue the situation (or sometimes fails to do so).  Most wayfinding mistakes result in annoyance or stress…but others have more significant consequences http://wendyhome.com/2013/04/18/4-hour-detour/



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