Madgett – PASSENGER INFORMATION 1976

Description

J.S. Madgett’s paper examines passenger information for Eastern Counties Omnibus Company by addressing what passengers need to know, what media exist, and how to use them. Passengers require clear details on routes, journey times, boarding/alighting points, fares, bookings, connections, facilities, conditions, and advance notice of changes or delays; infrequent travellers also need reassurance and background policy information. Media—classified as verbal/visual, personal/general, private/public—include telephone, letters, offices, staff, leaflets, booklets, posters, displays, signs, radio/TV and newspapers. Each has strengths and limits: telephone and staff can give up-to-date personal help; leaflets are cost-effective; booklets and broadcast media are costly; display cases and stop plates need standardisation. Timetable design and readability are critical—research showed many cannot read conventional timetables, often due to 24-hour clock use. Operational changes require targeted publicity, and staff should be trained to inform passengers of delays. Conclusions call for greater co-ordination/standardisation, targeted marketing, public advocacy for bus services, improved staff training, and clearer presentation of information.