VOLUNTEER/AMBASSADOR PROGRAMME
SUPPORTING THOSE NEEDING A BIT MORE HELP
Enhancing station amenities for better user well-being
‘Allowing passengers to Feel in Control, Accessibility, and Customer support’
WHY
Sometimes, a station user with different needs may require a bit more support and may have different ways of understanding what is happening.
WHAT
Volunteers from relevant associations or trained ambassadors from the staff can provide support, preparing those who may need extra help to be able to feel
PRESENCE OF STAFF TO HELP
Enhancing station amenities for better user well-being
‘Customer support’
WHY
Users of the station may not be able to find the information needed through the physical or digital tools available. They may need guidance through the gates, particularly where there are technical and other issues. Other users may prefer or need to interact with a human for purchasing tickets and for helping them pass through the ticket gates.
WHAT
Station staff members play a crucial role in reducing queues and congestion by assisting passengers at the gates. They can guide them to other gates or ticket machines if necessary, ensure that they can quickly and easily navigate through the station, as well as solve ticket validation and other problems at gates.
INSTRUCTORS TO EXPLAIN DIGITAL TOOLS
Enhancing station amenities for better user well-being
‘Customer Support & Allowing Passengers to Feel in Control’
WHY
The use of digital tools is growing in public transport, and some users need support in learning how to use them.
WHAT
Digital tools should be user-friendly and have an intuitive interface; however, some people may need some extra help to use them. Trained instructors can be made available to help passengers understand, in a human and comprehensible way, how to use travel planners, ticketing apps, and other innovative solutions.
CUSTOMER SERVICE CENTRE
Enhancing station amenities for better user well-being
‘Comfort & Customer Support’
WHY
While some users like – and are able to use – digital tools, others need or prefer more personalized assistance with human interaction.
WHAT
Customer service centers should be available at major hubs or central stations to be accessible to the maximum number of station users. Where station staff is present, they should be properly trained in communicating with users and travelers. Staff speaking multiple languages should be prioritized; however, as it is impossible for staff to know all languages, communication methods using clear pictograms/diagrams or other tools should be available, to ensure that the user still feels comfortable using the network.