Passenger requirements and behaviour in metro systems

Abstract

This thesis explores passenger requirements and behaviour on key aspects of metro travel, with focus on future-oriented developments such as metro automation, platform distribution control, positioning of (real-time) information screens on the platform and preferred seating and sitting positions in the vehicle. Combining quantitative and qualitative methods, the study aims to understand both the requirement of passengers and their actual behaviour in the public transport.A structured survey (n=899) was conducted among passengers researching acceptance of automatic metros, influence of real-time information systems on the travel habits, sense of security on the platforms and the positioning behaviour inside the carriage. Additionally, qualitative insights were gathered through expert interviews with professionals from transport operators and research institutions in German-speaking countries. The analysis included descriptive and inferential statistics, such as ANOVA and Chi-Squared tests, as well as thematic interpretation of open responses and interview data. The findings indicate a strong demand for clear and situationally relevant information, particularly in unfamiliar or disrupted travel context. Passengers expressed a desire for communication that goes beyond standard announcements, favouring context sensitive updates that support real-time decision-making, such as crowding levels and delays. Platform distributions and crowding were identified as key factors influencing perceived safety and comfort. Respondents emphasized the importance of even passenger flow across the platform and within trains, noting that crowded entrance areas and unclear boarding procedures can lead to discomfort, longer dwell times and safety concerns. While automation is generally accept-ed, it is often met with scepticism when they lack clear information about the safety systems and operational procedures of automated metros. Preferences and expectations vary significantly across demographic groups, highlighting the importance of inclusive communication and design strategies. This thesis concludes with recommendations for user-centred transport planning and points several areas for future research, including behavioural studies and international comparison. Ultimately, the results underline the value of integrating passenger feedback in the ongoing evolution of metro systems.