The Value of Station Staff with Respect to Passenger Security and Rail Passenger Demand

The Value of Station Staff with Respect to Passenger Security and Rail Passenger Demand


Fitsum Teklu, Systra, Chris Pownall, Systra, Tony Magee, Association of Train Operating Companies


The paper presents the results into a research on passengers valuation of station staff in small to medium stations, and their influence on passenger demand and passenger security.


This paper presents the results of a research co-funded by the Passenger Demand Forecasting Council and the Rail Safety and Strategy Board to determine any impacts of the presence of station staff on rail demand and establish the extent to which considerations around passengers' perception of personal security contribute to any identified demand impact.

The literature review found that there were few past studies on the valuation of station staff and related facilities. Where studies have attempted to generate valuations of staff using SP, the resulting valuations and demand uplifts have tended to be implausibly high. Therefore, a two-level package SP was designed. In the lower level, station and platform-related qualitative attributes were traded against each other. At the higher level, packages of station and platform improvements were traded-off against time and fare, with the aim of capping the valuation of the qualitative improvements and obtain realistic valuations for specific improvements.

Overall, the research found that passengers using small to medium stations put a value on station staff. The primary reasons for this are for the information they provide and help when purchasing a ticket, whilst improving passenger personal security is more of a secondary benefit. In most cases, automated alternatives (e.g. CCTV and ticket vending machines) do not fully replace station staff, and passengers value staff presence over the automated alternative.

The SP survey provided willingness-to-pay and journey time valuations for the different roles station staff undertake at stations and for their automated alternatives.These were scaled based on passengers' stated intentions about whether they would be encouraged to travel more following improvements in station staffing, service frequency and fare.


Association for European Transport