The rise of multimodal travel underscores the need to design a cohesive journey that considers the passenger experience from start to finish. Achieving this requires integrating diverse travel modes and coordinating infrastructure and mobility services, especially at major transport hubs. This research employs qualitative methods to study passengers’ experiences in multimodal travel involving air transport in-depth. Using autoethnographic and interview methods, researchers and practitioners undertook a total of 26 multimodal journeys involving air transport at four European airport hubs to study the travel phases these journeys and factors influencing the experience. The findings indicate that multimodal journeys involving air transport differ significantly from traditional air-to-air journeys. Multimodal passengers encounter friction as they must cross more system boundaries compared to single-mode travel, with each system governed by its own distinct rules and regulations. Consequently, multimodal journeys require different passenger flows, infrastructure, and services than air-to-air journeys. This research identified eight journey integration factors that impact the passenger experience of multimodal journeys involving air transport: (1) journey explanation and preparation, (2) personalized and pro-active assistance, (3) wayfinding, (4) proximity of modalities and facilities, (5) multimodal transfer services, (6) balanced transfer time, (7) waiting environments, and (8) in-travel comfort. Importantly, the passenger experience in multimodal journeys involving air transport is influenced by passengers’ expectations and cannot be understood in isolated segments, as travel phases are interdependent. This highlights the importance of designing multimodal journeys involving air travel as cohesive units and emphasizes the crucial role of collaboration among actors across transport systems.

Many people believe that low digital skills are only a problem of the elderly. However, the group of analogue or non-digital travellers is much larger and much more diverse than that. In the Netherlands alone, it is estimated that a group of 3–4 million people is not digitally able enough to make use of digital services. This is due to several reasons. In order to make use of digital mobility services, users need to be able and willing to use digital services. In transport, especially for demand responsive transport (DRT) services, the lack of digital skills can create a barrier for people to make use of the service. Based on insights from literature and interviews about digital skills, we have categorized the different groups of non-digital travellers, and created five need-based personas. On the basis of this, we formulated user requirements and design recommendations for mobility services, and for DRT services specifically.

As city-level modal splits are outcomes of city functions, it is essential to understand whether and how city attributes affect modal splits to derive a modal shift toward low-emission travel modes and sustainable mobility in cities. This study elucidates this relationship between modal splits and city attributes in 46 cities worldwide, proposing a two-step data mining framework. First, using the K-Means method, we classify cities into private-vehicle-, public-transit-, and bicycle-dominant groups based on their modal splits. Second, we categorize city attributes into environmental, socio-demographic, and transportation planning factors and quantify their interlocked impacts on cities' modal splits via the decision tree method. We observe that the socio-demographic factor has the highest impact on determining the cities' modal splits. In addition, high population density and employment rate are positively associated with low-emission travel modes. High gasoline tax and low public transit and taxi fares often make people reconsider possessing private vehicles. On the other hand, extreme weather conditions (e.g., hot temperatures) can prevent bicycle usage. Our contribution expands the impact of introduced city planning and policies for modal shifts toward a real-world paradigm and we present implications of the proposed framework in developing practical modal shift strategies.

An airport can be a stressful place for passengers. One of the reasons to get stressed might be the result of poor wayfinding. Current wayfinding signs are often static, which makes them difficult to adapt to new situations. In contrast, dynamic signs can be updated and adjusted accordingly. Light projections can be used as dynamic signs. The aim of this study is to understand if the use of animated projections onto the floor can improve the wayfinding experience. Four animations have been developed and tested within a controlled testing environment of which one animation has been tested in a real airport environment. Results indicate that animation for wayfinding purposes should show a clear vertical motion to guide towards a certain direction. Additionally, higher velocity in the animation was perceived as more positive. The observation in the airport showed that a projection in clear daylight and on the floor is not noticed by the passengers walking by.

Interferences during the boarding procedure are one of the main reasons of delay and increased turnaround time, becoming a relevant problem for airlines. Observations of the boarding process and questionnaires inside the aircraft revealed three main bottlenecks during the boarding process: (1) Hand luggage: Storage space is not sufficient and/or not used efficiently; (2) Preparation: Passengers are not well prepared for the boarding process; and (3) Communication: Audio announcements are unclear and unfocused. By translating these bottlenecks as possibilities for improvement, solutions were designed for the airport and aircraft interiors to reduce boarding time and improve the passenger boarding experience. Concepts ranged from an app to scan your hand luggage at home and make a reservation for overhead bin space; to a redesigned waiting area to help passengers prepare for boarding; to new boarding methods and redesigned aircraft seats. In this paper, several design concepts are presented in more detail.

This paper presents an embarking and disembarking process for the hyperloop, a future high-speed transportation of passengers and goods in tubes. A concept of the (dis)embarking process has been designed and tested with two experiments. The first experiment was performed to compare the new concept to one that is more similar to the current embarking setup of trains on the aspects of efficiency and experience. Participants were asked to (dis)embark in the test settings that simulate the new concept and the conventional situation with luggage. As a result, new passenger flow saves 40% of the time for vehicles to stay on the platform. Follow-up questionnaires and interviews with the participants show that the proposed passenger flow gives a better experience in terms of efficiency, seamlessness and friendliness. The new solution increases the number of doors, which increases the manufacturing complexity and the chance of failure. Narrowing the door size minimizes this effect. Subsequently, a second experiment has been carried out to study the influence of door width on (dis)embarking efficiency and passenger experience following a similar method. It turns out that narrowing the door width does not noticeably influence the embarking time, but the disembarking time does increase. Interviews show that half of the participants sense a negative experience with narrower doors, while the other half do not notice a difference.