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Passengers and their
Expectations
Who is
Passenger?
• One who is desirous to travel
• Prefers a suitable mode of transport-
bus, train, ship, plane
• Willing to pay
• He is travelling, not driving
• Expects certain services, amenities
Passenger’s
Expectation
• Safety
• Reliability- timing, services etc
• Affordability
• Hassle free boarding/deboarding
• On board assistance
• Ambience (neat and clean, hygienic)
• Pleasant journey(peaceful coach, co-passengers)
• Grievance Redressal mechanism
Safe Journey
• Passenger chooses a mode of transport which seems to him/her
safest option available.
• Expects to have a safe and peaceful journey
• Reach the destination safely
• Prefers to repeat the same mode of transport followed by a
memorable/comfortable journey experience
Reliability of Services
• The mode of transport needs to have reliable and credible brand
image
• The timings should be reasonable and convenient
• The advertised timings should be complied with the utmost
seriousness
• The punctuality should be sacrosanct, and passenger should be able
to plan connecting services without any inconvenience or failure
• In case of any deviation in timings, alternative arrangements should
be in place
Affordability
• Prices should be reasonable
• It should be able to match the desired amenities
• It should be affordable duly considering all the factors
Hassle Free Boarding/Deboarding
• Approach road to station should be convenient and congestion free
• Real time information to be available
• Passenger Guidance System should be available and foolproof
• Passenger interface points to be capable enough to address queries
and grievances, if any
• Effective communication and Public Address System
• Ambience at the platform, waiting hall should make one feel safe and
comfortable
Hassle Free Boarding/Deboarding
• Rest Rooms to be neat and clean
• Eateries to be neat, hygienic.
• Prices of food /beverages to be affordable
• Quality and quantity of food to be appropriate
• Menu to be all inclusive considering the diversity of the nation
• Porters and trolleys
• Wheelchair, stretchers
• At the station, the boarding procedure should be seamless
On Board Assistance
• Demarcation of accommodation
• Legible signages
• Passenger guidance
• Food/beverages
• Medical assistance
• Security staff
• CCTV
• Baby care support-diaper changing ports etc
• Divyangjan friendly facilities
Pleasant Journey Experience
• Neat and clean coach/berth/space
• Better riding index
• Low noise/no noise travel
• Precautionary food/healthy food options
• Hygienic Linen
• Pleasant ambience
• Peaceful atmosphere
• Entertainment
• Wi Fi
Grievance Redressal Mechanism
• Despite best amenities failures can occur
• Feedback system should be available
• Grievance redressal mechanism to be in place
• It should be well publicised
• Easy to use/access
• Complaint tracking should be possible
Hassle free Boarding/Deboarding
• Divyangjan friendly facilities should be available
• Each train must have at least one such coach in formation
• Such facilities should be conceptualised and implemented for all
types of limitations like audio visual ,orthopadic etc.
What is experience
• Thank you

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passenger expectations & Indian Railways mcqs

  • 2. Who is Passenger? • One who is desirous to travel • Prefers a suitable mode of transport- bus, train, ship, plane • Willing to pay • He is travelling, not driving • Expects certain services, amenities
  • 3. Passenger’s Expectation • Safety • Reliability- timing, services etc • Affordability • Hassle free boarding/deboarding • On board assistance • Ambience (neat and clean, hygienic) • Pleasant journey(peaceful coach, co-passengers) • Grievance Redressal mechanism
  • 4. Safe Journey • Passenger chooses a mode of transport which seems to him/her safest option available. • Expects to have a safe and peaceful journey • Reach the destination safely • Prefers to repeat the same mode of transport followed by a memorable/comfortable journey experience
  • 5. Reliability of Services • The mode of transport needs to have reliable and credible brand image • The timings should be reasonable and convenient • The advertised timings should be complied with the utmost seriousness • The punctuality should be sacrosanct, and passenger should be able to plan connecting services without any inconvenience or failure • In case of any deviation in timings, alternative arrangements should be in place
  • 6. Affordability • Prices should be reasonable • It should be able to match the desired amenities • It should be affordable duly considering all the factors
  • 7. Hassle Free Boarding/Deboarding • Approach road to station should be convenient and congestion free • Real time information to be available • Passenger Guidance System should be available and foolproof • Passenger interface points to be capable enough to address queries and grievances, if any • Effective communication and Public Address System • Ambience at the platform, waiting hall should make one feel safe and comfortable
  • 8. Hassle Free Boarding/Deboarding • Rest Rooms to be neat and clean • Eateries to be neat, hygienic. • Prices of food /beverages to be affordable • Quality and quantity of food to be appropriate • Menu to be all inclusive considering the diversity of the nation • Porters and trolleys • Wheelchair, stretchers • At the station, the boarding procedure should be seamless
  • 9. On Board Assistance • Demarcation of accommodation • Legible signages • Passenger guidance • Food/beverages • Medical assistance • Security staff • CCTV • Baby care support-diaper changing ports etc • Divyangjan friendly facilities
  • 10. Pleasant Journey Experience • Neat and clean coach/berth/space • Better riding index • Low noise/no noise travel • Precautionary food/healthy food options • Hygienic Linen • Pleasant ambience • Peaceful atmosphere • Entertainment • Wi Fi
  • 11. Grievance Redressal Mechanism • Despite best amenities failures can occur • Feedback system should be available • Grievance redressal mechanism to be in place • It should be well publicised • Easy to use/access • Complaint tracking should be possible
  • 12. Hassle free Boarding/Deboarding • Divyangjan friendly facilities should be available • Each train must have at least one such coach in formation • Such facilities should be conceptualised and implemented for all types of limitations like audio visual ,orthopadic etc.