Passengers expect more comprehensive, up-to-the- minute information about their mode of travel. There are more complex travel patterns, more frequent changing service patterns, and a wider range of providers and travel alternatives. Passengers also expect the transit authority to provide security functions on their vehicles. The most common complaints from passengers are the lack of information about their transportation schedule and that passengers do not have a strong sense of security while traveling on public transportation. As a result, a significant amount of journeys are not made by public transit due to inadequate information and the perception that public transit is unsafe. The basic information that is required by transit users is route numbers, destinations, next stops, arrival times, and the ability to contact someone in the event of an emergency.
Today, the technology exists to provide up-to-date and real-time information to passengers. There is also the capability for central control to monitor activities on vehicles and at stations along with the ability of passengers to contact emergency personnel in the event of an emergency. Customer demand is the driving force behind these technologies. Transit agencies have realized they must install these systems to alleviate uncertainties created for waiting customers, to improve customer satisfaction, to improve customers= sense of security and to retain and increase transit patronage.
Passenger information systems are essential and applicable to all modes of public transportation (air, bus, rail). The type of information system (pre-trip, in-terminal/wayside, in-vehicle) is dependent on the mode. The goal for a transit in-terminal/wayside information system is to reduce the waiting anxiety and uncertainty and increase customer satisfaction, and this makes these transit systems more attractive to financiers, according to Chris Germain of Piping Rock Partner in San Francisco.