Public transport: a cleaner future? May 2021 1 Summary Throughout the Covid-19 Since the start of the pandemic transport pandemic Transport Focus has operators have worked hard to enhance been listening to passengers to their cleaning regimes. Our insight shows many passengers have recognised this, with understand what they need to feel the majority of those travelling satisfied with safe and confident to travel. As cleanliness on their journeys. It’s important restrictions ease and passenger these improved levels of cleanliness are numbers increase, we are urging maintained by operators and their efforts are transport operators to ensure communicated effectively to help reassure and they are ready to welcome more win back passengers. people back to using public This report summarises our insight on the transport again. importance of cleanliness and highlights Our research has shown that space for examples of operator best practice. passengers to social distance is the most important issue for passengers, but that cleanliness is another key driver in feeling safe. Our insight has always shown that cleanliness is important to passengers, even before the pandemic. It’s clear that it has now become even more important than before, and likely to remain a priority even if Covid-19 is no longer a significant risk in future. 2 Recommendations To help reassure and win back passengers, operators should: Maintain improved levels of cleanliness – many passengers have noticed the improvement and don’t want standards to slip. 77% Say that cleanliness on public transport Ensure passengers can physically is more important to them now than it see cleaning happening wherever was before the pandemic. possible, including while on board. Use all available channels to 75% Say that cleanliness of public transport communicate their efforts to both will continue to be more important in passengers and non-users to build the future even if Covid-19 is no longer confidence. a significant risk. 3 Passenger confidence barometer Our Passenger confidence barometer provides a snapshot of bus and train passenger perceptions of travelling during the pandemic. Throughout the pandemic, we have consistently seen that more than eight in 10 current passengers have felt safe on their journeys. Until recently, however, the majority of people that have not used buses or trains have said they wouldn’t feel safe. In recent weeks, this gap between experience and perceptions has begun to narrow. Ensuring passengers have confidence in the cleanliness of public transport is just one way operators can respond to the challenge of attracting people back. 4 Our insight on cleanliness In our report Travel during Covid-19: key lessons for 2021 “I think the priorities have changed and beyond we urged public dramatically now. My top three would be transport operators to maintain social distancing, masks and the bus being the improved standards of safe – free of germs on handrails and seats, and onboard sanitiser.” cleanliness they achieved during Female, 22, South East the pandemic. This recommendation was based on our insight showing: • cleanliness was an important driver in feeling safe for people travelling on public transport “I will definitely go back to using trains. during the pandemic I like trains – always have. I just don’t • high levels of satisfaction with cleanliness, want to go back to the bad old days. Train with around eight in 10 passengers satisfied companies have proven that they can run a with cleanliness in our latest Travel during more efficient service, better timekeeping, Covid-19 survey. cleaner… my God, far cleaner!” Male, 65, North West Last year our transport user communities confirmed cleanliness had surged in importance. 5 Our insight on cleanliness Our latest insight shows that many people have continue to be more important in the future, recognised that levels of cleanliness on public even if Covid-19 is no longer a significant risk. “I see less litter on the floor of trains and transport have improved. In April, our Travel • Around a third agreed public transport is buses, I see how often they clean between during Covid-19 survey found: clean enough, while a similar proportion journeys, and with mask use, everything • Three in five agreed public transport is disagreed. Among those who had used public seems cleaner than before.” cleaner now than it was before the pandemic, transport in the last two weeks the picture with fewer than one in five disagreeing. is more positive, with half agreeing public • More than three quarters agree that transport is clean enough. cleanliness has become more important to It’s clear from listening to current passengers “From my previous journeys this year, the them on public transport. Furthermore, three that many have been impressed with improved buses and trains have been really clean.” quarters said cleanliness of public transport will standards of cleanliness. However, there are still many, especially those 0% 20% 40% 60% 80% 100% that haven’t been using public transport, that I think that public transport don’t think public transport is clean enough. 14% 45% 28% 8% 6% is cleaner now than it was Listening to their feedback confirms that before the pandemic passengers’ experiences have not all been positive and that it is very difficult to convince Base: 1,452 Strongly Tend to Neither Tend to Strongly agree agree / nor disagree disagree people that public transport can be clean and safe during a pandemic. Cleanliness on public 0% 20% 40% 60% 80% 100% transport will be more 5% important to me in the 31% 44% 18% “So many people get on and off public 2% future, even if Covid-19 is transport and it is impossible to sanitise no longer a significant risk areas often and thoroughly.” Strongly Tend to Neither Tend to Strongly Base: 1,821 agree agree / nor disagree disagree 6 Our insight on cleanliness “Whenever I travel by public transport “Because handrails and seats aren’t there is always rubbish in the aisles.” cleaned when people get up or touch the bars and poles.” “Windows don’t always look clean. Floors Our bus and rail priorities for improvement need mopping. People put feet on seats. research has always found cleanliness to be a Litter left.” priority for passengers even before Covid-19 struck. Our National Rail Passenger Survey has long showed that cleanliness onboard the train was one of the key drivers of overall journey satisfaction. “There is no way that the driver of a bus All our insight now suggests greater levels of or train can ensure that all the transport concern about cleanliness are likely to persist is clean and wiped down after the public well beyond the pandemic – with a cultural shift have been using them. Buses cannot be towards greater care over hygiene and health. cleansed every stop neither can trains.” Passengers do not want to see the standard of cleanliness slip for the foreseeable future. 7 Communication Effective communication about cleanliness is needed to help “I know that all buses are disinfected and change the perceptions of people cleaned properly every night.” who have stayed away from public transport since the start of the pandemic. Operators need to make people aware of the “Busses are fogged each night and touch enhanced efforts they are making points cleaned during the day.” and the levels of cleanliness being achieved. Our insight shows that while some have seen and heard messages about enhanced cleaning, “I am not certain that buses and trains there are still many more potential passengers are cleaned regularly.” to reach. “Transport providers seem to be taking “Not aware of what cleaning regimes they cleanliness of vehicles very seriously and have in place. Have the opinion they do not advertising the procedures.” clean enough.” 8 Communication Our insight on cleanliness from our Transport User Community found those not travelling “Cleaning was still important, prior to “I would want clear signage on the buses were often unsure what additional cleaning Covid-19, but the emphasis now on and around bus stops to inform users measures were in place. Some who usually cleaning is of greater importance than ever. about what steps are being taken to make used the bus were sceptical as to whether Have a poster on the train stating when it the buses Covid-safe.” anything had changed compared to pre- was last cleaned – date and time.” Bus passenger, Male, 25, North West pandemic, while rail users have more trust that operators are taking appropriate measures Rail passenger, male, 45, North West in response to Covid-19. The examples we shared built confidence that rail and bus Our recent research The route ahead: operators are going ‘beyond the minimum’ getting passengers back on buses found and actively working to keep people safe. It that messages need to be across multiple was clear our community thought better of “I would consider cleanliness as a very communications channels and reinforced by public transport providers as a result of the important feature now and going forward – actions. Alongside social media, eye catching information shown. it doesn’t end if the pandemic is over. They should continually evidence that they are posters at bus stops and on the side of the providing a safe and clean environment.” buses themselves would help to spread the message wider. There should be visible proof How should operators best Rail passenger, male, 65, South West communicate their efforts? of cleaning, including signature sheets, the smell of disinfectant on buses, and cleaning Bus users on our Transport User Community staff at major bus stops. Many of these lessons said cleanliness is ‘experienced’, but that social could apply to rail and other public transport media activity can demonstrate that regular modes too.