Eisenbahn-Infrastrukturtechnik LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS Bernhard Rüger, St.Pölten University of Applied Sciences [email protected].

Eisenbahn-Infrastrukturtechnik

LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS

Bernhard Rüger, St.Pölten University of Applied Sciences [email protected]

Hans-Christian Graf, Upper Austria University of Applied Sciences [email protected]

Burkhard Stadlmann, Upper Austria University of Applied Sciences [email protected]

LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011

Call for sustainable transport

Change of modal split behaviour in favour of the railway

What must be changed for attractive rail transport?

mobility chain (many desicion criteria)


Modal split - decision criterialuggage

cost

s

mobility

at

dest

inat

ion

chan

ing

trai

ns

trav

el ti

me

rail

con

nect

ion

at d

esti

nati

on

rail

con

nect

ion

at h

ome

perc

anta

ge o

f as

ked

hote

lgue

sts

summerwinter

luggage transportmobility at the destination

costschanging trains

travel timecomfort

level of serviceetc.


Mobilitätskette

Mobility chain

Customer satisfaction

Positive sensations must be maximized, negative sensations must be minimized!


Mobility chain

Each chain is only as strong as the least chain link!

Customer satisfaction is very important along the whole mobility chain


Chain link: Stay at the station

Passengers have to stay more or less long on the station

• Before train departure

• Changing of trains, transfer time

Waiting time …

• has an influence on comfort criteria modal split

• is felt subjectively!

• has to be (subjectively) reduced!


station

Stations are mutating more and more into shopping and entertainment centres

We have to care about the basic needs of passengers

shopping and entertaining possibilities

conflict with luggage

its heardly possible to use attractions

easy short term luggage deposing is necesary


Some illustrations



shopping – eating/drinking - luggage



Waiting passengers – potential shoppers


Behaviour, needs and expectations

More than 30 minutes waiting time:

~ 25% prefere shopping

~ 30% prefere going to a bar or restaurant


Impairments because of luggage

About 40% of all passengers who prefere shopping or visiting a bar or restaurant feel impaired because of their luggage


Impairemants because of large luggage

60% of passengers with heavy luggage feel impaired while waiting


Whish of luggage lockers

80% whish to have an easy handling luggage storing possibility at the station for doing some shopping etc. without any luggage.


Requirements: costs for short term locking

1/3 is willing to pay 2€ or more

1/3 is willing to pay 1€

1/3 is not willing to pay


Requirements: costs for short term locking

Inhibition treshold: between paying anything or paying nothing even 1€ can be to much

short term locking (up to two hours) must be offered for free

benifit because of indirect return

More passengers without lugage more shopper

more spent money

more benefit for the station operator


Requirements: costs for one day locking

Only 15% are not willing to pay more than 1€

1/3 is willing to pay 2€

1/3 is willing to pay 2-4€


Requirements: time need for lugagge return

25% are not willing to wait longer than 1min

50% are willing to wait between 1min and 3min


Requirements: time need for lugagge return

Problem of luggage return time need: Subjectively felt time

Passengers in a hurry

Before train departure

1min can feel like 5min

For technical systems: Counter for seconds


Requirements: comfort / lifting of luggage

Passengers do not want to lift their luggage

2/3 of female passengers want to store at floor level

50% of female passengers are not able or do not want to lift

luggage

Storing at floor level is a must!


basic knowledge about luggage - size

large suitcase

trolley upright

medium suitcase cross-section

< 65 cm

< 35 cm

< 85 cm

35 cm8

5 c

m

< 35 cm < 85 cm6

5 c

m

< 65 cm50 c

m29 cm

Max. dimensions: 85 x 65 x 35 cm

UIC Leaflet 562: 70 x 50 x 30 cm !!


basic knowledge about luggage - size

large carpetbag

medium carpetbagcross-section

< 43 cm

< 85 cm43 c

m

Max. dimensions: 100 x 43 x 43 cm

UIC Leaflet 562: 70 x 50 x 30 cm !!

< 43 cm 43 cm

37 cm

37 cm

< 100 cm

< 30 cm < 35 cm

large rucksack


Luggage deposits – status quo

• Only a limited number of lockers is offered

• Luggage has to be lift

• Doors close automaticaly (they should keep open)

• Dimensions are too small for large luggage items

• No possibility for storing „unusual“ luggage items

• Very expensive for a short time use (e.g.; familiy

with 3 suitcases has to pay 12 EUR, also for 30min)


closed!

Limited number – often no lockers available


Higth of lockers – luggage has to be lift


Doors close automaticaly!


Dimensions are often too small

33cm

95cm

33cm

65cm

33cm

43cm


actual luggage – size vs. locker size

profile

35 cm85 c

m

65 c

m

50 c

m

43 c

m

43 cm

37 cm

37 cm

33cm

43cm

33cm

65cm

D10cm

D 2cm

width!


No space for „extra sized“ luggage


Very expensive

No change!

No rates for 1 hour


Example of a good solution

+ Central deposing+ no lifting of luggage

- Problem: dimensions to small - price

- no extra sized luggage


Conclusions

Luggage deposit at the stations is necessary

Passengers have the whish of storing luggage, also for a short term

Short term locking must be offered for free

Storing must be as easy as possible

No lifting of the luggage!

Benifit for railway and station operators

more shopper more benefit for the station operator

More satisfied customers


Thank you for your attention

Bernhard Rüger, St.Pölten University of Applied Sciences [email protected]

Hans-Christian Graf, Upper Austria University of Applied Sciences [email protected]

Burkhard Stadlmann, Upper Austria University of Applied Sciences [email protected]

Eisenbahn-Infrastrukturtechnik LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS Bernhard Rüger, St.Pölten University of Applied Sciences [email protected].

Documents

whish of luggage lockers

time passengers

problem of luggage

heavy luggage

large luggage

luggage pas

station passengers

easy handling luggage