Learning about the Transit Passenger Experience from Microblogging Posts
Publication Date
1-1-2025
Document Type
Article
Publication Title
Transport Findings
Volume
2025
DOI
10.32866/001c.140966
Abstract
Transit agencies often track delays and malfunctions but may overlook riders’ real-time social experiences. To fill this gap, we analyzed 559 tweets from 2020 to 2023 that captured personal accounts of public transport use. Using thematic analysis, we found that 74% of posts criticized other passengers’ behavior, far outweighing comments on transit ride quality, such as complaints about delays (25%). Notably, 86% of tweets expressed negative sentiment, though some highlighted exceptional service. These findings demonstrate that interpersonal dynamics are a key contributor to riders’ experiences and illustrate the nature of the interactions that riders like and dislike.
Funding Number
69A3551747127
Funding Sponsor
Mineta Transportation Institute, San Jose State University
Keywords
microblog posts, passenger experience, Public transit, safety, security, social media, tweets
Department
Urban and Regional Planning
Recommended Citation
Egbe Etu Etu, Asha Weinstein Agrawal, Jordan Larot, Chaitanya Tatipigari, and Imokhai Theophilus Tenebe. "Learning about the Transit Passenger Experience from Microblogging Posts" Transport Findings (2025). https://doi.org/10.32866/001c.140966
