travel training in salzburg angelika gasteiner customer service & marketing at public transport...
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Travel Training in SALZBURG
Angelika Gasteiner
Customer Service & Marketing at public transport company
Salzburg - Austria
AENEAS is supported by:
AENEAS
The Start
• 33% of passengers are age 60+, up to 105 years old!
• Cooperation with local NGO
• Targets:
• Counteract falls (safety issues)
• Maintain the elderly mobile (social aspect)
• Keep older people as costumers (financial aspect)
• understand and respect the needs and fears of senior passengers in public transport
Salzburg AG, ZGB
AENEAS is supported by:
AENEAS
Requirements for the Training
•signing up by phone, written conformation
•small groups in bus depot, 2 trainers, driver
•quiet pleasant atmosphere, 2 sessions
•setting: toilet facilities, seats, water, no steps
•Dedicated trainer team
•Patience! Devotion!
•Trainees: 59-94 years old, av.80
AENEAS is supported by:
AENEAS
Practice on the bus
•gain confidence!
•stand and sit safely
•getting on and off (!)
•door buttons, esp. pram button
•dangers of falling, self responsibility
• „Empowerment“, reacting to fears
AENEAS is supported by:
AENEAS
Tipps for a safe bus ride
•which door?
• the best seats close to door
• Request a seat
•“Tarzan in the jungle“
•Advice for handbags, sticks and walking frames
AENEAS is supported by:
AENEAS
Service and Information
•Typical problems of seniors
•Listen (!) to complaints
•Questions, senior-tariffs
•Services (telephone)
•Bus drivers
•2nd day: bus practice ride, invitation to a café
• individualized timetable, network plan in large print, shopping bag with information, magnifier
AENEAS is supported by:
AENEAS
Safety Brochure
•Tips for safe bus ride
• Information as memory aid
•Training, gymnastics
•Fares and Services for seniors
•Dissemination at senior-clubs, info stands, direct mail, service centre
AENEAS is supported by:
AENEAS
Mobility Day
•promote Multi-Mobility among seniors
•Exhibition and presentations
•500 guests, 22.September 2010
AENEAS is supported by:
AENEAS
Results
•Fewer accidents
•Positive media reaction
• Image improved amongst all passengers
•Acquire and retain older passengers
•59% of the target group know about the project
•Very positive feedback from trainees
•guidebook and toolbox for public transport companies who want to implement a travel training
