Getting to and from the airport. Is coach an option? IARO conference - 12 June 2019

1. Getting to and from the airport. Is coach an option? IARO conference - 12 June 2019

2. What I’ll talk about Transport Focus – who we are and what we do Coaches – perception, experience and potential Getting to an airport…is coach an option?

3. The independent consumer watchdog Transport Focus promotes the interests of: Rail passengers in Great Britain Bus, coach and tram users across England outside London All users of England’s motorways and major ‘A’ roads (the Strategic Road Network) We present users’ priorities and experiences … we are pro consumer We carry out robust research and publish all our work We aim to be useful and to make a difference through our policy recommendations and influencing

4. Getting to and from the airport. Is coach an option?

5. Background – Who and why? Around coach use: Where does coach fit into decisions about longer journeys and what are experiences and perceptions of coach travel? On airports: What drives choice of airport and how decisions about surface access to airports (include use of coach) are made? Joint project, in conjunction with :

6. How? Understanding access to airports… Core 5,000 online interviews (included 200 coach passengers) • 16 Focus groups • Depth interviews with vulnerable passengers • Intercepts at airports • Ethnographic diary exercise Understanding coach travel more generally… Boost 250 additional online interviews with coach passengers • 6 Focus groups • Depth interviews with vulnerable passengers • Intercepts at coach stations • Ethnographic diary exercise – non users

7. About Coaches

8. Perceptions and expectations 62% of main sample never use scheduled coaches within the UK. Use declines as income and age increase

9. What non-users think about coaches? …are too infrequent …for people with limited mobility …easy to use with children …more relaxing than car 38% Neither / nor 50% Neither / nor 49% Neither / nor 28% Neither / nor 25% Disagree 37% Disagree 52% 34% 26% 35% 10% Disagree 16% Disagree Agree Agree Agree Agree 45% Neither / nor 51% Neither / nor 38% Neither / nor 46% Neither / nor These just as important for non-bus users 48% 38% 40% 49% 23% Disagree 11% Disagree 21% 26% Agree Agree Agree Agree Paper timetables 7% 5% Departure boards Can always get a seat Gets exactly where need Can get WiFi on board Easy to make a booking

10. What non-users think about coaches? …hard to get to …can change mind if booked …often delayed by traffic …are too infrequent 24% Neither / nor 35% Neither / nor 44% Neither / nor 38% Neither / nor 65% 59% 50% 52% 7% 7% 11% 10% Disagree Agree Agree Agree Agree 31% Neither / nor 37% Neither / nor 38% Neither / nor 31% Neither / nor 19% Disagree 20% Disagree 29% Disagree 41% Disagree 49% 43% 33% 28% 49% Agree Agree Agree Agree 21% 26% Paper timetables Departure boards Prefer to be on my own Coaches old/ dirty/ uncomfortable Don’t know how to find out Driving cheaper than coach

11. Coach travel is often stigmatised Non-users tend to see the coach as for… • Students • ‘Young people’ • ‘Old people’ The coach is often seen as a mode of transport for the less affluent • Coaches are assumed to be an antisocial environment Ultimately, many non-users’ start point about coach travel is that it is ‘not for me’ Some understanding - but typically very vague - that a coach network exists. But few have any clarity on how it works • Often assume only to/ from major cities • Almost no idea on times, frequencies, costs etc. • Do not know where/ how to access information, purchase tickets Even those who live very close to coach stations are often unaware of their existence • Potential passengers are more likely to consider coach when they realise closeness to the network I think it's just got a stigma on it for me. I don't know why. Maybe because they've plastered it pound sign, £1 to London, just seems too good to be true. Newcastle, Coach User

12. And the coach user view He 38% of main sample ever use scheduled coaches to travel within the UK. Declines as income and age increase

13. Coach users much more positive …for people with limited mobility …more relaxing than car …easy to use with children …are too infrequent (disagree) 26% Neither / nor 26% Neither / nor 26% Neither / nor 48% 50% 60% 25% 26% 34% 35% 10% Used coach NOT Used coach 26% Neither / nor 26% Neither / nor 26% Neither / nor 26% Neither / nor 73% 68% 68% 81% 40% 38% 49% 48% Easy to make a booking Can always get a seat Gets exactly where need Can get WiFi on board

14. Coach users much more positive …hard to get to Quicker by other mode 26% Neither / nor 26% Neither / nor 65% 77% 52% 68% Used coach NOT Used coach 26% Neither / nor 59% 13% 45% 50% 29% 7% 26% Neither / nor …can’t easily change booking Coaches old/ dirty/ uncomfortable (disagree) …often delayed by traffic (disagree) 26% Neither / nor 26% Neither / nor

15. Coach can be comfortable and relaxing Unlike train, passengers know they will always get a seat • Although can become frustrated by the lack of seat reservation service and separation from companions Sense of greater privacy on coach (compared to other public transport)  • Having own seat and no direct eye contact with other passengers can aid privacy • Can foster an environment for relaxation and personal entertainment Once on board, the passenger has no need to do anything  • Little need to get up and move around • Unlikely to be disturbed by other passengers, staff, announcements etc. Some enjoy ambience of quiet coach journeys and can find them soothing.  Long    journeys especially conducive for sleeping 

16. For disabled passengers coach can present fewer challenges than other transport Travel by coach removes many stressful areas of travel by public transport and makes for a more relaxing travel experience • Local pick up points often convenient to get to • Tend to be less crowded and intimidating • Less meticulous planning at all journey stages • Frequently no need to change - A to B travel Driver provides emotional reassurance, on many levels; standards of service praised • On correct coach? • Assistance in emergency • Information about timekeeping, issues on route • Direct to facilities • Advise about onward travel • May be known to passenger Boarding and alighting often seen as pain points of worry; alleviated by the driver • Negotiating steps • Help with luggage (hold or to seat) Less interaction with fellow travellers • For those with less visible disability, less potential for discrimination as have guaranteed seat and, frequently able to sit on own “I need reassurance that I am on the right coach and although it might say on the front and on the departure stand I need to ASK and the drivers are always there and helpful” Disabled Passenger “I go to see my mum once a month at Clacton and I just get on the coach and I know I am safe and comfortable, I have my seat and no one is going to be mean to me” Disabled Passenger

17. About getting to Airports

18. Travelling to the airport is an emotive experience - impacts choice Often need to manage their emotions when travelling to the airport, and have various strategies: • Planning • Socialising • Travelling with others • Drinking • Entertainment for the children Passengers are often happy to be on holiday…as well as excited (particularly children) Concerns are what happens if I miss my flight? Worse yet what happens if I miss my flight cause the tube is stuck or the train delayed? London, Ethnography But these emotions are often conflicted with anxiety and difficult situations  • Can become cross if journeys do not go to plan • Delays can cause nasty surprises and shocks  • The pressure of sticking to a time can cause passengers to be irritable and stressed With all this in mind, the atmosphere on public transport heading to the airport can be emotive   • A mixture of excitement, frustration, anxiety and stress can make these journeys different to others The children were generally occupied on their phones for most of the journey while the adults all quietly panicked! Kent, Ethnography There can also be some conflict within a group travelling together as to what the best mode is

19. Few thoroughly research all options when deciding how to get to airport 49% of car drivers, 44% of taxi users always use the same mode “There isn't a coach stop to Heathrow near me, and I usually need to travel during the evening rush hour and think road traffic will take too long and arrival on time is unpredictable.” “It never occurred to me as I always go by car” “Too many real or imaginary chances of delay”

20. Despite few doing any research, people are confident they know transport options However, people almost certainly overstate what they know: 59% of those who didn’t really look into it say they knew all the options.

21. Car and taxi dominate transport to the airport, although train is significant too Coach is used by a small proportion of passengers 6% travelling to a London airport used coach compared to 1% at non-London airports 61% travelling to non-London airports used car compared to 50% travelling to London airports

22. People want a stress-free journey to the airport that is flexible and convenient Convenience Speed Past experience Stress-free At the airport Cost

23. For those using car, flexibility and convenience is more important Less importance attached to price and VFM Convenience Speed Past experience Stress-free At the airport Cost

24. Coach users have different priorities, attaching more importance to low price Convenience Speed Past experience Stress-free At the airport Cost

25. Majority who’ve never used coach would not consider using it to get to the airport Consider travelling to the airport by coach? “Because I don’t like that you don’t have the freedom to stop if necessary. Not much room and not comfortable. Pick ups make the journey longer” “Because I have travelled by coach for a day trip and hated it - it's not comfortable, it goes all around the houses, the journey time was nearly 3 times as long as it takes to drive myself” “Because I don't know when or where they pick you up and it would be more inconvenient as the train station is at the end of main High street” “As you have to get to the pick up point and then the coach generally takes longer as has lots of stops. Not good when traveling with children and at night time”

26. Priorities for encouraging more people to travel to the airport by coach Work on and communicate progress in two key areas – punctuality and frequency / hours of operation Continue to promote coach travel as a low cost option as this is the main driving factor for current use of coach Look at and communicate (where possible) locality of pick up points to encourage people who are aware but not considering using coach to switch. Make it easy for people to get to the coach stops. Awareness of coach needs to be raised outside of normal customer touchpoints, since many are not currently researching different modes. Online is heavily used for researching and booking, can booking a coach be part of the flight booking process?