Thursday, 29 September Dimensions of user interests
| Opening and welcome | 09.30-10.15 |
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Dr. Hans-Liudger Dienel, nexus
Heinz Krafft-Neuhäuser, BVG, Berlin
Introduction to the programme, Martin Schiefelbusch, nexus, Berlin
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| I: Participation on stage and behind the scenes | 10.15-12.00 |
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New guidelines for public transport planning - experiences from TELLUS, Volker Eichmann, difu, Berlin
Consumers - users or co-designers?, Dr. Otmar Lell, vzbv, Berlin
Lobbying for public transport - what matters?, Lothar Ebbers, Pro Bahn NRW, Oberhausen
Discussion
Moderation: Christfried Tschepe, Berliner Fahrgastverband IGEB
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| II: Citizens' involvement in transport planning: Challenges and results | 13.00-14.30 |
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Citizens' involvement: Dialogue, Monologue or what? Current issues and possibilities for participation, Dr. Adrian Reinert, Stiftung Mitarbeit, Bonn
"Transport planning with the people - the 'customer dialogue' of BVG Berlin", Heinz Krafft-Neuhäuser, BVG, Berlin (German only)
Cooperation process to the local public transport plan at the city of Hamm, Dieter Wiedemeier, city of Hamm
Discussion
Moderation: Lothar Ebbers, Pro Bahn NRW
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| III: The customers' perspective in quality management | 14.45-16.15 |
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DIN EN 13816 and its importance for public transport, Hartwig Meier, MoBiel, Bielefeld
The customers' perspective in quality management, Gabriela Felder, VBB, Berlin
"Customer- or authority-driven quality management?", Astrid Karl, Wissenschaftszentrum Berlin
Discussion
Moderation: Jenny Schmithals, nexus; Berlin
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| IV: Passenger rights - crucial or marginal for consumer protection? | 16.45-18.45 |
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The users' problems and possible solutions, Markus Franke, Schlichtungsstelle Mobilität, Berlin
The rights of passengers in the European Union – overview of legislative developments, Peter Farross, EU-Commission, Brussels
Balanced development of passenger rights, Henrik Lindemann, Deutsche Bahn AG, Berlin (German only)
"Customer charters - soft law as one step towards a necessary
codification of passenger rights", Prof. Ansgar Staudinger, Forschungsstelle Reiserecht, Universität Bielefeld
Discussion
Moderation: Dr. Otmar Lell, vzbv
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Friday 30 September Making the users' voice heard - Solutions on different scales
| Opening and welcome to day 2 | 09.15-09.30 |
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Dr. Hans-Liudger Dienel, nexus
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| V: Public transport and user representation in Europe | 09.30-11.00 |
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"Report from Brussels - The importance of customer-oriented public transport in Europe", Michael Cramer MdEP, Berlin
Who speaks for the passengers? Who speaks with the passengers? - Findings of the 'Busrep' analysis, Holger Jansen, nexus, Berlin
The European Passengers' Federation: Background and current activities, Trevor Garrod, EPF, Lowestoft (GB)
Discussion
Moderation: Dr. Hans-Liudger Dienel, nexus Institut
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| VI: Regional campaigning structures | 11.30-13.00 |
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National styles and attitudes towards participation in planning, Reinhard Hössinger, Boku University, Vienna
Passenger advisory boards - concepts and experiences in Germany
and Austria, Martin Schiefelbusch/Martin Fliegel, nexus, Berlin
Arbeiterkammer - defending transport users in Austria, Doris Unfried, AK Vienna
Discussion
Moderation: Gunter Heinickel, TU Berlin
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| VII: Influencing transport planning locally | 14.00-15.30 |
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OV-Platforms - working together for public transport, Huibert Verdoold, Ondersteuning collectief Personenvervoer aan Consumentenorganisaties (OPC), Rotterdam
'Watchdogs' - the example of LTUC and the British system of institutionalised representation, John Cartledge, London Transport Users Committee (LTUC), London
Why NGOs for passenger interests believe to be ahead of thinking in transport planning, Dr. Hauke Juranek, Pro Bahn, Rostock
Discussion
Moderation: Trevor Garrod, European Passengers' Federation
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| VIII: Alternative dispute resolution - helping individually | 16.00-17.30 |
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"The BVG travel guarantee - lessons learnt since 1997", Thorsten Ekoloff/Derrick Fulton, BVG, Berlin
The impact of service guarantees on customer satisfaction, Dr. Sara Björlin-Lidén, Karlstad University (S)
"Resolving conflicts - Dutch experiences in transport and other sectors", Jack Nijgh, Geschillencommissies voor consumentenzaken, Den Haag
Discussion
Moderation: John Cartledge, London Transport Users Committee
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Final discussion, conclusions, policy implications Moderation: Dr. Hans-Liudger Dienel, nexus, Berlin |
17.30-18.00 |