If you want to learn more about modern Fare Collection Systems and how they can be implemented, speak to our business development representative directly at Ana.Stanca@enghouse.com.
Author: Ana Stanca
Demand Generation Leader, Enghouse Transportation
As transits dig out of pandemic slump, passenger experience moves to forefront
Riding the Recovery Wave
The American Public Transportation Association (APTA) reports that U.S. transits have recovered 77 percent of pre-pandemic riders after falling to 20 percent in 2020. To recover the remaining 23 percent, transit experts say the industry will have to enhance the passenger experience.
Innovative Payment Solutions
“When we began to implement electronic ticketing in the Netherlands, we did extensive research with passengers and asked people why they did not use public transport,” said Enghouse Transportation VP of Sales, Toofan Otaredian. “They had two reasons: the first was security. They did not feel secure on public transport. The second reason was the payment process. Many customers said the payment process was too complex. They had to go to a machine and figure out that particular system,” he added.
Otaredian said newer open-loop contactless fare payment systems that use EMV (Eurocard, Mastercard, Visa) – friendly technology have solved the payment process issue. Enghouse Transportation offers an open loop solution that enables transit agencies to make the transition from closed loop to open loop systems.
Proven in European markets, Enghouse has brought its technology solution to North America. With an open-loop payment system, transit riders can tap-and-pay using the same card they use for fuel for their cars or food at a convenience or grocery store. With open-loop technology, commuters no longer have to use a transit agency’s proprietary payment system and reload funds into a transit card.
Enhancing Security Measures
As for security, there are three general deterrents for criminal activity onboard transit: the driver/operator, the presence of security personnel and security devices, and the volume of other passengers. Since most transit agencies are funded publicly, finding support for additional security is always challenging.
Improving Passenger Amenities
Other aspects of enhancing the passenger experience include real-time traveller information regarding train or bus arrival times, fare-capping, Wi-Fi access and the adoption of 5G communications that can speed up data processing.
Insights from Focus Groups
Last year, Gensler conducted a series of focus groups with transit riders in three U.S. cities – Atlanta, Los Angeles and Washington, D.C. – to better understand how riders’ experiences and needs have changed post-pandemic. The focus groups established three key findings:
Key Finding #1 – Changing Passenger Types and Motivations – Hybrid and remote work have resulted in less need for transit. One rider from Atlanta said, “I used to use MARTA a lot when I used to work in the city, but now, due to the pandemic, I’m a teleworker. I really don’t have to go into the city as much anymore, so I just use MARTA for concerts and going out to eat.” As employers seek to draw commuters back to downtown offices, the availability of reliable public transit will be a key factor.
Key Finding #2 – Station Design Matters – Focus group members want better station designs that make the connections more efficient. On all three systems, “Waiting on the Platform” and “Making Connections” scored low. One rider said, “The thing that keeps me from riding Metro everywhere is the confusing connections. If it was just one straight shot, I would love that — even if it takes longer. I just hate having to get on and off the train or multiple buses. It’s just too complicated for me.”
Key Finding #3 – Diverse Passengers, Diverse Experiences – Focus groups want transit agencies to understand that their passengers come from diverse backgrounds. Age, race, and gender all play into the experience. For example, younger passengers (age 18-24) expressed high levels of satisfaction with buying tickets — a task most do using mobile devices — while older passengers expressed greater difficulty with the ticket buying process. Cities, transit agencies and designers should better engage diverse and representative groups in the planning process.
As we continue to adapt and enhance our transit systems, let’s embrace these insights and technologies to not only recover lost ridership but also to improve the overall transit experience. Share your thoughts, participate in community surveys, or attend public meetings. Every opinion and suggestion help us move closer to a more efficient and enjoyable public transit system. Let’s all contribute to making our transit networks better and more responsive to our needs. Join the journey toward smarter, safer, and more inclusive public transportation.
If you want to learn more about modern Fare Collection Systems and how they can be implemented, speak to our business development representative directly at Ana.Stanca@enghouse.com.
