Public Transport and its Users: The Passenger's Perspective in Planning and Customer Care

1st Edition

Hans-Liudger Dienel, Martin Schiefelbusch

Routledge
Published September 9, 2016
Reference - 330 Pages
ISBN 9781138273580 - CAT# Y315291
Series: Transport and Society

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Summary

Public transport is essential to the quality of life of its passengers, both as a means to move around but also to achieve a sustainable environment. However, the passenger's position as a customer is weakened by the dominance of monopolies, regulation and political influence in our public transport systems. This book is one of the first to examine strategies for the representation of user interests in public transport from a variety of perspectives. The authors review approaches to integrating the passengers' views in the planning process and to protecting their interests in operations and customer care across a range of European countries, including Austria, Czech Republic, France, Germany, Italy, the Netherlands, Sweden, Switzerland, the UK and EU policies. The book presents the conclusions of this research and examples of good practice. In this respect it will provide useful guidance for policy makers, stakeholder organizations and planners, as well as transport researchers.

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