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Quality and Satisfaction


Driver training 

With today’s increasing focus on customer service, company managers and bus/coach drivers must be equipped with the knowledge and skills to adapt to customers’ needs and anticipate the use of technologies that help improve the customers’ experience. In the face of these challenges, the road transport training industry needs an exemplary framework for capacity-building to enhance road safety but also its professionalism, efficiency, effectiveness and accountability.


Example: The IRU Academy, which boasts a high level advisory committee composed of representatives from the European Commission, the World Bank, the UNECE, the International Transport Forum, the European Transport Workers Federation and the European Training Foundation is the training arm of the International Road Transport Union (IRU). The IRU Academy acts as a global body that works with its partners and panels of experts to provide a training framework for the benefit of the road transport industry, its customers and society as a whole.


For more information:

Driver program and training, IRU Academy


Development of night bus services

Night bus services allow people who go out at night to leave their car at home and return home safely during night. Furthermore, employees who work late or early shifts can also make use of this offer.


Example: In 2003, the Belgian city of Ghent introduced night bus services on six routes at 45 minute intervals between 23:30 and 2:30 on Friday and Saturday nights. This service was used by more than twice as many passengers as had been forecast. 


For more information:

IRU Eurochallenge awarded to Ghent night bus


Promotion of school transport by bus and coach

The number of children transported every weekday from home to school is steadily increasing. A study in the UK found that one out of five cars on the streets during morning peak traffic hours is taking children to their educational institutions. As road traffic is the main cause of mortality for children under 15 years old, the awareness of the higher level of flexibility, safety and security of buses and coaches should be resolutely increased, in particular amongst teachers, school children and their parents.


Co-operation between schools, governments and local authorities may introduce school bus routes in order to decrease private car transport during peak hours. School transport should also be provided to children who live further away from their school, or in case of special needs/circumstances.


Example: In Denmark school transport is provided according to a maximum distance limit. This increases stepwise from 2.5 km for the youngest classes to up to 9 km for older pupils.


For more information:

Road safety in school transport, Final report, DG Mobility and Transport, EC

The BDO BUSSTOP campaign






 Quality and Satisfaction



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