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Christopher Irwin Vice-Chair

EUROPEAN PASSENGERS’ FEDERATION Annual Conference Malmö, 20 th March, 2010. Passengers’ priorities. Christopher Irwin Vice-Chair. Let’s start with the passengers. What do they want? What do we know? What is the evidence? . 2.

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Christopher Irwin Vice-Chair

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  1. EUROPEAN PASSENGERS’ FEDERATION Annual Conference Malmö, 20th March, 2010 Passengers’ priorities Christopher Irwin Vice-Chair

  2. Let’s start with the passengers • What do they want? • What do we know? • What is the evidence? 2

  3. Satisfaction with 19 goods and services markets in EU Source:Second consumer scoreboard, DG Sanco; IPSOS consumer satisfaction survey, 2006 and 2008

  4. Indicators of drivers of passenger satisfaction with extra-urban transport (trains and coaches):Based on pilot survey work with 11 focus groups by INRA/Deloittesfor DG Sanco, 2004

  5. Indicators of drivers of passenger satisfaction with urban transport :Based on pilot survey work with 11 focus groups by INRA/Deloittesfor DG Sanco, 2004

  6. Drivers of rail passenger satisfactionSource: Passenger Focus,National Passenger Surveys, Great Britain, 2009

  7. Drivers of rail passenger dis-satisfactionSource: Passenger Focus,National Passenger Surveys, Great Britain, 2009

  8. Rail passengers’ priorities for improvement in BritainSource: Passenger Focus, Great Britain, 2010

  9. Bus passengers’ priorities for improvement in England outside LondonSource: Passenger Focus, Great Britain, 2010 • More buses on time or within 5’ of right time • Price of tickets to offer excellent value • Buses to run more frequently at times wanted • Interavailability of tickets between companies • Passengers always able to get a seat

  10. The virtuous circle of user satisfaction

  11. What is to be done ?

  12. A consumer-led industrial culture • Competition andcooperation; • A ‘level playing field’; • Eliminate barriers to new entrants. 12

  13. Ensuring passengers feel safe • Implement European safety standards; • Perceptions of security; • Transparent safety enforcement. 13

  14. Helping to empower consumers • Easy information access across modes • Network compatibility • All-EU transport services

  15. Effective passenger rights Are they: Relevant ? Understandable? Publicised ? Accessible ? Enforced ? Monitored ?

  16. Making travelling easier • Information; • Ticketing; • Passenger care; • People with reduced mobility • The ‘whole journey experience’.

  17. Let’s aim for passenger satisfaction • Value • Performance • Information • Quality • Safety What market opening is really about

  18. Thank you ! www.epf.eu

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