Introduction

Passenger information systems play a key role in the experience of users of public transport. The main role of passenger information systems is to inform users about travel options and modes. As noted in Chapter Twelve, there are many different aspects involved in a user's decision to use specific or combined transport modes. Travel time, fare and number of transfers are some of the main related issues taken into account by users. However, users also take into account factors that relate to more personal perceptions, such as the safety of the route, perceived waiting times, vertical movements (going up or down staircases and lifts), availability of services at bus stops and interchange points, among others. Through the planning and decision process, users are ultimately reducing the uncertainty of the trip that will be undertaken. The anxiety and insecurity caused by an unknown journey can have serious impacts on users (Mijksenaar 1998). Passenger information systems can serve as an important tool to reduce these feelings of anxiety.

The implementation of Bus Rapid Transit (BRT) systems opens great possibilities for passenger information in public transport. Because BRT provides increased certainty about routes and waiting times compared to regular buses, this information can complement information systems and constitute an important improvement in the user's experience of public transport. The incorporation of time schedules and/or estimated wait times, as well as more detailed information about the route and bus stops (for example, connections with other transport services, commerce or the availability of car or bike parking) can help users to understand what to expect from the service and therefore allow for a trip to be planned with more certainty, reducing the discomfort or anxiety associated with travelling.

In addition, if the implementation of a BRT project involves a major reorganisation of the public transport network in a city, passenger information is critical. For example, in a switch from a direct service model (where buses serve point to point with limited need for transfers) to a trunk feeder model (where local buses feed into main BRT corridors), users have to get used to a new logic of navigating the city that requires more passenger decisions. This necessitates a new approach to passenger information, sometimes in cases where no formal system previously existed, and very clear marketing to explain to users the benefits of the new system.