Cole – INFORMATION NEEDS OF THE INDEPENDENT TRAVELLER ON PUBLIC TRANSPORT 2003

Description

The 2003 Wales Transport Research Centre study for Transport Direct Wales investigated information needs of 126 long‑distance, non‑commuting public‑transport users via onboard interviews, station surveys and test calls. Key findings: travelers require accurate real‑time information and printed multi‑leg itineraries; station access to taxi numbers and local bus details; public telephones on platforms; clearer signage to town centres, hotels and interchanges; wider distribution of the Wales Bus, Rail & Tourist Map; left‑luggage facilities; and better staff knowledge of local geography. Strengths included the National Rail Enquiry Service and local bus timetables; weaknesses were fragmented systems, poor station signage and interchange design, sparse taxi information, hard‑to‑read timetables and limited web visibility. Telephone tests showed NRES generally outperformed Traveline, which had slower response times and higher call costs. Recommendations call for an integrated “one‑stop” journey planner (benchmarked on the Netherlands’ Planner Plus), licensed taxi data inclusion, improved station wayfinding and information hubs, simplified fares/ticketing, and broader distribution of printed maps to boost visitor use of public transport in Wales.