TS EN 13816

TS EN 13816 is a standard for defining, targeting, and measuring service quality in public passenger transport. It gives transport operators, public authorities, and service managers a structured way to treat passenger experience as a set of measurable quality dimensions rather than as a purely subjective impression.

How public transport quality is organised

In public passenger transport, quality is usually understood as a combination of distinct but connected elements such as punctuality, accessibility, availability of information, perceived safety, comfort, customer service, and the overall continuity of the journey. This standard provides a framework for defining those elements and linking them to service targets. In general technical terms, that makes quality management more consistent across planning, operations, and review processes.

Measurement guidance and practical context

The standard covers the requirements for measuring quality of service in public passenger transport and gives guidance for selecting related measurement methods. In broader technical practice, such measurement may draw on surveys, field observation, operational records, timetable performance data, or complaint data; the value of the standard is in organising how those measurement approaches relate to quality objectives. It is therefore relevant to organisations that need a common basis for monitoring, comparing, and improving transport service performance.

• Provides a framework for defining quality in public passenger transport.
• Supports the setting of service quality targets.
• Offers guidance for selecting suitable measurement methods.
• Treats passenger service quality as a multi-dimensional concept.
• Helps create a common language for service management and improvement.