Addressing Difficult Customer Situations

Transit Cooperative Research Program

March 2017

This report considers issues surrounding difficult customers or passengers and the variety of circumstances that can arise when they utilize transit system facilities or vehicles. It identifies current practices used by transit agencies to prevent, prepare for, and deal with these incidents, including training programs for operators and other staff.

Contributor(s): National Academies of Sciences, Engineering, and Medicine; Transportation Research Board; Transit Cooperative Research Program Synthesis Program; Synthesis Program; Transit Cooperative Research Program; Joel M. Volinski