travel training in salzburg angelika gasteiner customer service & marketing at public transport...

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

AENEAS is supported by:

AENEAS

Thank you for your attention!

www.aeneas-project.euangelika.gasteiner@salzburg-ag.at