Public Transport and Its Users: The Passenger's Perspective in Planning and Customer Care
Martin Schiefelbusch, Hans-Liudger Dienel
Ashgate Publishing, Ltd., 2009 - Transportation - 304 pages
This book is one of the first to examine strategies for the representation of user interests in public transport from a variety of perspectives. The authors review approaches to integrating the passengers' views in the planning process and to protecting their interests in operations and customer care across a range of European countries. From this they draw important conclusions and highlight examples of good practice.
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accessed August 2007 accessed September 2007 active addressed administrative arbitration board areas Bahn Banverket Berlin cancellation cent citizen participation compensation complaint management consumer organizations cooperation countries criteria Czech Republic decisions delay Department for Transport Deutsche Bahn discussion European ex gratia example fare federal formal Germany goal implementation individual infrastructure issues legal foundations lobbying local transport plans London TravelWatch LPRT mobility municipalities Nederlandse Spoorwegen offer operators OV-platforms participation possibilities participatory practices passenger advisory board passenger associations Passenger Focus passenger transport planning process problems public transport public transport authorities quality management rail transport Railfuture railway regulations representatives requirements responsible routes Schiefelbusch Section service guarantees service quality SNCF stakeholders Stockholm metropolitan area street trams terms of carriage ticket train transport association transport authorities transport companies transport contracts transport network transport planning transport politics transport services transport users Trenitalia Website Wiener Linien