Toolbox for Better USer REPresentation in urban public transport (BUSREP2)
Author(s): Dienel, Hans-L.
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Smaller Projects Abstracts
Publication year: 2005
Published in:
Research theme: Policy and Planning, Public Transport
Public transport, participation, transport planning, transport policy, consumer policy, user involvement, service quality, passenger rights
Final Report
Public transport services are an essential part of the quality of life for many people, both directly as a means to move around and as a tool for achieving environmental quality objectives in particular in dense urban areas. Better consideration of user interests can also contribute to the evolution of new products and services through a better awareness of their genuine needs.
The work is of topical relevance due to the debate on "passenger rights" in Europe (consumer protection in transport, in particular in case of delays and service disruptions). Since about 2002, EU policy initiatives (as well as demands in some Member States) have sought to improve the passengers' position, first in air transport, followed by railways and (in the future) bus/coach and maritime services.
The project is one of the first to consider these issues from an international comparative perspective. Furthermore, it goes beyond a debate of the legal situation by taking a comprehensive look at the passengers' interests in the different stages of the planning process (political/strategic decision level, service planning, implementation and customer care).
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