Passenger information provision: Perspectives from rail industry stakeholders in Great Britain

摘要

High quality information is a key element of passenger experience, and a current area of research and innovation for the transport sector. While there is research on obtaining feedback and opinions from passengers on information provision, there is a knowledge gap around industry perspectives on information delivery. Addressing this gap is useful to develop a holistic understanding of the requirements for future rail information provision, both in terms of technology and content. The aim of this study was to identify industry perceptions of information provision during rail travel, along with the role of underpinning factors, including disruption and traveller knowledge. Twenty participants affiliated with the rail industry were interviewed regarding their views. Interview transcripts were analysed thematically. Key themes included journey planning, disruption, experiential dimensions such as trust and control, and the importance of traveller types. The study highlighted that information is not a silo but is integral to the whole operation of the railways. As well as highlighting the major factors that industry considers important for future passenger information, the themes extracted led to a conceptual model of how different components of passenger information system fit together the deliver high quality passenger information. This emphasises that the underpinning data quality, and the need to tailor that information, is vital to targeted passenger information provision.