1. Eisenbahn-Infrastrukturtechnik LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS Bernhard Rüger, St.Pölten University of Applied Sciences bernhard.rueger@fhstp.ac.at bernhard.rueger@fhstp.ac.at Hans-Christian Graf, Upper Austria University of Applied Sciences Hans-Christian.Graf@fh-steyr.at Hans-Christian.Graf@fh-steyr.at Burkhard Stadlmann, Upper Austria University of Applied Sciences burkhard.stadlmann@fh-wels.at burkhard.stadlmann@fh-wels.at

2. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Call for sustainable transport Change of modal split behaviour in favour of the railway What must be changed for attractive rail transport? mobility chain (many desicion criteria)

3. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Modal split - decision criteria luggage costs mobility at destination chaning trains travel time rail connection at destination rail connection at home percantage of asked hotelguests summer winter luggage transport mobility at the destination costs changing trains travel time comfort level of service etc.

4. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Mobilitätskette Mobility chain Customer satisfaction Positive sensations must be maximized, negative sensations must be minimized!

5. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Mobility chain Each chain is only as strong as the least chain link! Customer satisfaction is very important along the whole mobility chain

6. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Chain link: Stay at the station Passengers have to stay more or less long on the station Before train departure Changing of trains, transfer time Waiting time … has an influence on comfort criteria modal split is felt subjectively! has to be (subjectively) reduced!

7. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 station Stations are mutating more and more into shopping and entertainment centres We have to care about the basic needs of passengers shopping and entertaining possibilities conflict with luggage its heardly possible to use attractions easy short term luggage deposing is necesary

8. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Some illustrations

9. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011

10. shopping – eating/drinking - luggage

11. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011

12. Waiting passengers – potential shoppers

13. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Behaviour, needs and expectations More than 30 minutes waiting time: ~ 25% prefere shopping ~ 30% prefere going to a bar or restaurant

14. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Impairments because of luggage About 40% of all passengers who prefere shopping or visiting a bar or restaurant feel impaired because of their luggage

15. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Impairemants because of large luggage 60% of passengers with heavy luggage feel impaired while waiting

16. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Whish of luggage lockers 80% whish to have an easy handling luggage storing possibility at the station for doing some shopping etc. without any luggage.

17. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Requirements: costs for short term locking 1/3 is willing to pay 2 or more 1/3 is willing to pay 1 1/3 is not willing to pay

18. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Requirements: costs for short term locking Inhibition treshold: between paying anything or paying nothing even 1 can be to much short term locking (up to two hours) must be offered for free benifit because of indirect return More passengers without lugage more shopper more spent money more benefit for the station operator

19. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Requirements: costs for one day locking Only 15% are not willing to pay more than 1 1/3 is willing to pay 2 1/3 is willing to pay 2-4

20. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Requirements: time need for lugagge return 25% are not willing to wait longer than 1min 50% are willing to wait between 1min and 3min

21. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Requirements: time need for lugagge return Problem of luggage return time need: Subjectively felt time Passengers in a hurry Before train departure 1min can feel like 5min For technical systems: Counter for seconds

22. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Requirements: comfort / lifting of luggage Passengers do not want to lift their luggage 2/3 of female passengers want to store at floor level 50% of female passengers are not able or do not want to lift luggage Storing at floor level is a must!

23. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 basic knowledge about luggage - size large suitcasetrolley upright medium suitcase cross-section < 65 cm < 35 cm < 85 cm 35 cm 85 cm < 35 cm< 85 cm 65 cm < 65 cm 50 cm 29 cm Max. dimensions: 85 x 65 x 35 cm UIC Leaflet 562: 70 x 50 x 30 cm !!

24. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 basic knowledge about luggage - size large carpetbag medium carpetbag cross-section < 43 cm < 85 cm 43 cm Max. dimensions: 100 x 43 x 43 cm UIC Leaflet 562: 70 x 50 x 30 cm !! < 43 cm 43 cm 37 cm < 100 cm < 30 cm< 35 cm large rucksack

25. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Luggage deposits – status quo Only a limited number of lockers is offered Luggage has to be lift Doors close automaticaly (they should keep open) Dimensions are too small for large luggage items No possibility for storing unusual luggage items Very expensive for a short time use (e.g.; familiy with 3 suitcases has to pay 12 EUR, also for 30min)

26. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 closed! Limited number – often no lockers available

27. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Higth of lockers – luggage has to be lift

28. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Doors close automaticaly!

29. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Dimensions are often too small 33cm 95cm 33cm 65cm 33cm 43cm

30. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 actual luggage – size vs. locker size profile 35 cm 85 cm 65 cm 50 cm 43 cm 37 cm 33cm 43cm 33cm 65cm D10cm D 2cm width!

31. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 No space for extra sized luggage

32. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Very expensive No change! No rates for 1 hour

33. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Example of a good solution + Central deposing + no lifting of luggage - Problem: dimensions to small - price - no extra sized luggage

34. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Conclusions Luggage deposit at the stations is necessary Passengers have the whish of storing luggage, also for a short term Short term locking must be offered for free Storing must be as easy as possible No lifting of the luggage! Benifit for railway and station operators more shopper more benefit for the station operator More satisfied customers

35. LUGGAGE LOCKERS - NEEDS AND EXPECTATION OF PASSENGERS - ZEL 2011, ZILINA JUNE 2011 Thank you for your attention Bernhard Rüger, St.Pölten University of Applied Sciences bernhard.rueger@fhstp.ac.at bernhard.rueger@fhstp.ac.at Hans-Christian Graf, Upper Austria University of Applied Sciences Hans-Christian.Graf@fh-steyr.at Hans-Christian.Graf@fh-steyr.at Burkhard Stadlmann, Upper Austria University of Applied Sciences burkhard.stadlmann@fh-wels.at burkhard.stadlmann@fh-wels.at