Hate to Wait: Effects of Wait Time on Public Transit Travelers’ Perceptions

Abstract

Prior research shows that the waiting experience at stations and stops is a significant burden to transit users, and that riders tend to experience waits as being longer than they actually are. Many argue that improving amenities at transit stops will make waits less burdensome, but given limited funding, transit managers need to know whether spending on amenities is wise policy. This study surveyed transit users across California and found that transit users have hierarchical needs. Safety is the most important factor, followed by reliability and connection, facility access, and amenities. Transit managers should focus on amenities only after users feel comfortable and safe. As wait times increase, transit users need amenities such as lighting, cleanliness, information, shelter, restrooms, and security guards. Survey results indicate that with limited funding money would still be better spent on improved service. Even though amenities at stations with long waits are more useful relative to stations with shorter waits, the presence of amenities does not alleviate the inconvenience of lengthy waiting periods.