Buggies on Buses
London Buses
Background
Transport for London is committed to improving the quality of travel on the buses for all passengers. However it is recognised that buggies on buses generate customer complaints and disputes with staff. Therefore there was a need to understand all the issues associated with travelling on the bus for both pushchair users and other passengers. The findings of this research would be used in guidance for passengers with buggies, provide guidance for staff and operators and feed into future bus design.
project
We were commissioned by TfL to research these issues. In particular our work focused on:
- Exploring the functional and emotional issues associated with travelling on buses amongst buggy users and other passengers at all stages of the bus journey.
- Ascertaining the motivations and barriers to using buggies on buses.
- Understanding the nature and intensity of conflicts with other passengers and the impact this has on pushchair users.
- Exploring the impact of buggies on buses on other passengers' journey experience
implementation
We undertook a large scale research programme featuring user groups, accompanied journeys with a variety of users and non-users of buses and interviews with elderly and mobility-impaired bus users. We also looked at the issues with a range of bus designs, types of buggies and different family groups.
OUTCOMES
The research found that most users felt that the bus service had improved and that buses were better designed to accommodate buggies. The loss of conductors on buses meant that now there was less help to passengers with buggies on buses, for example to fold the buggy. The research highlighted the lack of information especially for non-bus users on the "rules" and ease of access. Users identified problems with drivers moving off before they were ready and a generally negative attitude of other passengers especially on crowded buses.