‘Understanding behaviours and perceptions is now crucial. Only by doing that can the necessary re-assurances be given’

 

 
As potential changes to lockdown restrictions and travel are contemplated re-assurance seems key. Any transport users who need to travel are going to need re-assurance about what services are running and open and what they might expect on those journeys.

Most of us are non-users now. Out of the habit of travelling and in a new, fearful, environment. We know from previous work that perceptions are key to non-users trying new transport or routes. As people start to travel stories, images and information will filter back, via friends and family and the media, from the front line. This may well affect other’s decisions to travel.

Information is always important in allaying anxiety. Especially important now.

Information is always important in allaying anxiety. Especially important now. So, we were pleased to be asked by the Department for Transport to collate guidelines on how bus service changes should be communicated to passengers. Quite a lot relevant to other forms of transport as well.

Lots of good practice out there now, but also some not so helpful:

https://www.transportfocus.org.uk/research-publications/publications/guidance-communicating-changes-to-local-bus-services/

Today we will start setting out some of the questions transport users will want asked in the next few days. This will cover information, face masks, how getting on and off buses and trains will work, buying tickets and social distancing on transport itself. Also, we will pose questions on behalf of those who will want or need to drive again.

We will also soon get back the first results from our weekly omnibus survey of 2,000 people. This asks questions and test perceptions around transport now and will be able to track changes as and when travel resumes.
Understanding behaviours and perceptions is now crucial. Only by doing that can the necessary re-assurances be given.

 
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