Cartledge – BUS INFORMATION – WHAT DO PASSENGERS NEED 1996

Description

The paper finds widespread failures in bus passenger information since deregulation—unclear timetables, missing stop displays, poor publicity and inaccessible enquiries—that deter users. Studies show occasional passengers particularly struggle with routes, times, fares and connections; passenger‑km fell from 9% to 6%, local trips dropped 22%, and 38% never use buses. Research indicates frequency and reliability matter most, but better information raises patronage—past leaflet and timetable campaigns returned about 2–10 times their cost. User types vary (“phobics, lovers, pragmatists”); printed timetables remain valued but often misunderstood. The authors favor low‑cost, high‑impact measures (stop timetables, named flags, on‑board strip maps, personalised mailings, publicity and telephone helplines) over expensive terminals. A 1995 guide urges joint action by operators and authorities, clarified responsibilities (OFT guidance easing legal constraints), coordinated marketing and best practices: network maps, unified timetables, info centres, enquiry terminals, clear stop/on‑vehicle displays, real‑time info, consistent presentation, multilingual material, staff training and disabled accessibility. Coordinated, user‑focused information is presented as a cost‑effective route to boost ridership and reduce car dependence