ABSTRACT
Rail Human Factors focuses largely on working conditions. But apart from personnel, there is another important ‘rail human factor’: the passengers. During our consultancy work, mainly for the Dutch Railways, many projects and studies are conducted that focus on passenger needs. For example , there have been studies on travel information, pictographs, ticket vending machines, social safety in stations etc. As can be expected, there are topics where passenger needs are conflicting with the needs of personnel or the needs of commercial benefits.
