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P. Matzenberger, B. Rüger, V. Benz:
"Customer-friendly baggage service for travels and daily routes";
Poster: Innorail 2015 - Railway Infrastructure and Innovation in Europe, Budapest; 14.10.2015 - 16.10.2015.

Introduction: Luggage
is one of the main reasons for people to choose their car instead of public
transport. In order to promote more sustainable and active forms of mobility, it is necessary to
develop logistic systems not only for travellers themselves but also for their lug
gage. Due to the
complexity of efficient and customer
-
oriented independent "public luggage transport" the
exploratory project "GepäckLoS" was launched as a first step. It considers all reasonable, possible
and thinkable options for a logistic system. In or
der to minimise the development risks it was
necessary to survey and define all requirements.
Method: Extensive customer surveys were conducted. Five different questionnaires were developed
for data collection to get a good view of potential users concerni
ng the topics travelling and daily
travel routes with luggage. Altogether, 8 763 passengers in long
-
distance trains in Austria, Germany
and Switzerland were asked (included in the results below). Additionally, more than 1700 persons
were interviewed in sho
pping streets, in rehabilitation centres or online (only included in the poster
presentation).
Results: It was possible to get detailed information about the needs and demands the survey groups
had in a luggage logistic system. The survey showed that fring
e groups like travellers with a baby or
an infant, elderly travellers or travellers with large pieces of luggage had a higher
-
than
-
average
interest in using the service. Concerning needs and demands, passengers on train journeys wished a
delivery directly
at the residence door (45%) or at the train station (47%). For more than two thirds
the pickup of the luggage should be at latest 6 hours before the journey starts (67%). The delivery
at
the destination should be at the same time as the person is arriving
(72%). People preferred to
choose the time slot themselves for the delivery (75%). One third would pay extra for a chosen time
slot (36%). Most preferred size of the time slot was two hours (51%). Interviewed persons preferred
a delivery in the evening (57
%) or at weekends (49%).
Conclusion: Surely, there is a well existing potential for luggage services. It has to be very flexi
ble
concerning delivery and pickup. The transport of the luggage has to be contemporary to the traveller
.
The willingness to pay a
profitable price is low. With the data assembled there is now a secondary
project with the purpose of developing a goal
-
oriented and efficient system.