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Christopher IrwinVice-Chair

EUROPEAN METROPOLITAN TRANSPORT AUTHORITIES (EMTA)

General Meeting

Budapest, 15th April, 2010

Passengers’ priorities and the draft regulation on Bus & Coach Passengers’

Rights

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EPF map March 2010

32 member associations in 18 states

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Let’s start with the passengers

• What do they want?

• What do we know?

• What is the evidence?

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

Indicators of drivers of passenger satisfaction with urban transport:

Based on pilot survey work with 11 focus groups by INRA/Deloittes for DG Sanco, 2004

DE FR UK IT ES PL HU CZPunctual X X X X X X X

Prices X X X X X X X X

Clear tariffs/Easier ticketing

X X X X X X

Speed X X X

Information X X X X X

Cleanliness X X X X

Comfort X X X X

Technical maintenance

No strikes

X No strikes

X X X

Network X X X X X

Safety and Security

X X X X X X

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

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

Bus passengers’ priorities for improvement Source: Passenger Focus, England outside London , 2010

1. More buses are within five minutes of scheduled time2. Buses more frequent at times when you want to use them 3. All passengers are able to get a seat 4. Tickets interavailability between companies5. Buses go to a wider range of destinations in your local area6. Bus fares, tickets and passes offer better value for money 7. All bus drivers are helpful and have a positive attitude 8. Accurate timetable and route information at all bus stops 9. Interavailability of tickets between modes10. All bus stops have a well-maintained shelter 11. Better security while waiting for the bus with CCTV at all stops12. Electronic display showing time of next bus at all bus stops 13. Better security onboard the bus with CCTV on all buses 14. The correct route number and destination is clearly displayed15. All buses drive at an appropriate speed and are free from jolting

Fare-paying passengers’ priorities for improvement, England outside London

Source: Passenger Focus, Great Britain, 2010

1. More buses on time or within 5’ of right time

2. Price of tickets to offer excellent value

3. Buses to run more frequently at times wanted

4. Interavailability of tickets between companies

5. Passengers always able to get a seat

Fare-paying passengers’ priorities for improvement, England compared to London

Source: Passenger Focus, Great Britain, 2010; London TravelWatch,2010

1. More buses on time or within 5’ of right time– More buses on time or within 5’ of right time

2. Price of tickets to offer excellent value– Buses to run more frequently at times wanted

3. Buses to run more frequently at times wanted– Electronic display showing next bus at all stops

4. Interavailability of tickets between companies– Correct number and destination displayed

5. Passengers always able to get a seat– All bus drivers helpful and have a positive attitude

The virtuous circle of user satisfaction

What’s this got to do with passengers’ rights?

• Fair dealing is good for business• End-to-end journeys: reflect co-modality• Operators want a ‘level playing field’• Consumers value consistent regulations• Protect the most vulnerable• Satisfaction as a measure of policy success• Tackle poor performance• Incentivise improved punctuality

What’s wrong with the draft Regulation?

• Limited scope: most services exempted• Failure to address needs of regular passengers• Essential infrastructure investment denied• Passengers still exposed in event of accidents• Inadequate compensation and assistance• Delays to arrival discounted• Onward connections not assured• Monitoring of complaints and transparency

Effective passenger rights

Are they:Relevant ?

Understandable?

Publicised ?

Accessible ?

Enforced ?

Monitored ?

What is to be done?

• A Parliamentary challenge to the Council: co-modal rights (as long as proportionate to issue)

• Enable investment in telematics to keep

passengers informed when things go wrong

• A clear framework timetable for implementing changes to vehicles, etc

• A voluntary code and Charters, with potential for legislative enforcement if ineffective

The European challenge

Increasing passenger satisfaction with bus and coach services, so that users have better, greener choices within and between modes, whatever their journey

Thank you !

www.epf.eu