Ensuring the safe travel of passengers, their customers, themselves and their colleagues.
This standard has options. Display duties and KSBs for:
This occupation is found in the transport sector. Passenger transport operatives work in the wide variety of settings that enable customers to travel on the public transport network. They work at stations or on-board trains, trams, buses and coaches.
Employers are mainly larger private sector organisations operating time-tabled services, though some are run by the public sector. Employers range from those providing busy national services, through to smaller-scale local services that connect communities.
The broad purpose of the occupation is to help customers travel to their destinations. Passenger transport operatives do this by helping customers travel safely, on time and in comfort from the beginning to the end of their chosen journey. Passenger transport operatives work within safety-critical environments. They provide high quality services to customers, ensuring that safety, customer care, and commercial standards are met. They assist other staff and identify customer needs, particularly during a disruption in service.
Passenger transport operatives can expect to work in all weathers, per their shift rosters (including weekends). They may be required to work a mixture of day, evening and night work depending on the transport services provided. Some may operate the same routes each day, though this will vary a lot depending on their responsibilities.
In their daily work, an employee in this occupation interacts with customers a great deal of the time. Passenger transport operatives also interact with members of their team and other colleagues who work together to provide an efficient service, for instance, drivers. Passenger transport operatives interact with their manager, who is also likely to be a transport professional. They also interact with key external stakeholders when needed, such as emergency services.
An employee in this occupation will be responsible for completing their work in line with their roster and allocated duties. This typically includes providing an accurate and effective customer information service that engages and improves satisfaction. And they may also be required to help passengers to board and disembark. Depending on their role, they will be responsible for selling tickets/products, helping travel services to leave on time, or providing an onboard support service.
Passenger transport operatives are responsible for ensuring their safety and that of others at all times, reporting all accidents and incidents at the first available opportunity. They work closely with other service delivery colleagues to provide exceptional customer experience to make it easy for customers to travel, especially during times of disruption, emergencies or incidents.
Passenger transport is highly regulated; passenger transport operatives need to be aware of both the expected standards and obligations.
This apprenticeship takes a core and options approach. All apprentices must attain the core knowledge, skills and behaviours. Apprentices must also select one from either the ticketing, dispatch or onboard options.
Those who work in ticketing usually offer a full counter service at the station or depot. This can be quite pressurised, depending on the number of passengers. They offer specialist assistance with travel across the UK network. They must diagnose a customer situation and offer impartial advice on the appropriate travel solution, which can mean selling tickets beyond their own organisations network. They may also be required to promote certain services.
Some passenger transport operatives instead work on board vehicles. They may be required to check tickets, and in some situations also sell a limited range of tickets. Their main responsibility is to keep the travel environment safe for all who use it. They must monitor and respond to live events, from passenger issues to delays.
Finally, dispatch operatives work on the platform. They receive, turn around and dispatch vehicles in line with set procedures. They also have to monitor and respond to activity happening within the station or platform, such as overcrowding. They have the power to stop a vehicle when required to maintain safety. These three occupations work together in teams to provide a seamless service that allows fare paying passengers to safely access their chosen transport to their destination.
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Duty 1 Contribute to transport services operating compliantly at all times. |
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Duty 2 Answer customer enquiries, provide information and assistance to customers to enable their journey. |
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Duty 3 Make travel announcements and address customers over a public address system. |
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Duty 4 Identify and assist customers with special needs, enabling their access to travel services. |
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Duty 5 Provide the support needed to help ensure travel services leave and arrive on time. |
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Duty 6 Assist the response to disruption, emergencies or incidents in accordance with regulatory and organisational requirements. |
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Duty 7 Report delays, irregularities, equipment failures or any incident affecting, or which may affect, safety or service to the passenger. |
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Duty 8 Address safety and security issues and educate customers. |
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Duty 9 Start up, correctly use, monitor and shut down the equipment and systems within your area of responsibility. |
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Duty 10 Contribute to minimising criminal activity on the transport network. |
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Duty 11 Diagnose passenger circumstances and travel requirements across the UK network. (including travel within and beyond own organisations services). Offer appropriate and impartial advice. |
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Duty 12 Sell the full range of products to passengers, enabling their onward travel. Promote the benefits of particular products and services, ensuring the customer is eligible. |
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Duty 13 Handle different forms of payment and provide accurate transactions for customer. Reconcile financial accounts within limits of own responsibility, for example, accurately calculating the sum total of sales during a shift. |
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Duty 14 Take responsibility for the onboard passenger environment throughout the vehicles journey. Keep people safe. Monitor and respond to wide-ranging incidents in line with procedures, from passenger related issues through to degraded travel conditions. |
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Duty 15 Check passenger tickets within limits of own responsibility. Determine when ticket checks are warranted and respond as needed. Manage basic ticket transactions. |
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Duty 16 Oversee and control the arrival of vehicle traffic within the station or depot. Start and stop vehicles to manage safety. Work in wide-ranging and sometimes complex conditions, while meeting professional standards. |
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Duty 17 Deliver all necessary turnaround requirements so that in-coming vehicles are prepared to depart again. Ensure the procedures for the vehicle type are followed, while monitoring the safety & efficiency of the operation. |
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Duty 18 Direct the dispatch of vehicles from a depot or station, ensuring it is safe to do so and taking all prevailing circumstances into account. Liaise with others (for instance drivers and signallers) when agreeing dispatch. |
K1: The principles of identifying and complying with relevant legislation/procedures that impacts the transport environment and its operation.
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K2: The importance of compliance and potential consequences of non-compliance when working in a regulated travel environment.
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K3: The routine checks required to ensure a safe and secure working environment.
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K4: Principles for ensuring health and safety in a regulated travel environment.
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K5: Techniques for identifying the wider organisational response to live incidents, for instance establishing how other stations are responding to mechanical breakdown, and how your own work contributes.
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K6: Reporting accidents/incidents.
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K7: Own responsibilities when responding to an emergency, disruption or other incident impacting any aspect of the passenger transport network.
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K8: Required passenger conduct in a safety critical environment.
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K9: Techniques for managing inappropriate passenger/public behaviour.
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K10: Principles of conflict management.
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K11: Techniques and procedures for managing suspicious/threatening activity.
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K12: The procedures for responding to the impact of criminal activity on the transport network, including the reporting processes and stakeholders involved.
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K13: Identifying the signs of passenger/public vulnerability.
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K14: Safeguarding principles.
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K15: Techniques for engaging potentially vulnerable passengers/public.
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K16: The range of services available to support vulnerable people and how to signpost.
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K17: Techniques for identifying and responding to vulnerable passengers who may need assistance.
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K18: How delayed travel services can adversely impact the passenger and other affected stakeholders.
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K19: Expected performance standards and how own role contributes to wider commercial success of the organisation.
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K20: The diverse range of passengers who may access transport services; their needs, rights and expectations.
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K21: Techniques for directing passengers, for example through underground and overground networks.
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K22: Techniques for communicating information using various methods appropriate to the audience.
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K23: The range of roles and responsibilities that work together to deliver effective transport services.
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K24: The different types of travel systems and equipment, their operating methods and techniques.
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K25: The national travel network and range of available tickets.
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K26: The range of products and services available for sales or promotion.
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K27: Techniques for diagnosing passenger travel requirements, for example establishing the number and composition of passengers, destination and any specific support needs.
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K28: The principles of route planning
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K29: The principles of offering a travel solution that is in the passengers best interests and without bias to any one particular supplier.
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K30: The techniques used for sales and promotion.
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K31: cash handling regulations
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K32: Principles of balancing sales records.
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K33: How to maintain a high quality onboard environment in line with organisational requirements.
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K34: Own limits, authority, and responsibility with regard to ticket checks.
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K35: The process for on-board checking of tickets and how to respond.
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K36: The procedures for the safe arrival and dispatch of transport in line with own organisations requirements.
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K37: The wider considerations and factors that contribute to a safe dispatch environment, for example platform/station crowd control, disruption to services, potential dispatch irregularities.
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K38: The methods and reasons for stopping a vehicle within the station confines during an emergency.
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K39: The procedures for transport service turnaround.
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S1: Maintain safe and compliant working practices and travel environments, in accordance with regulation and organisational requirements.
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S2: Prepare own work area to support safe and efficient delivery of transport services.
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S3: Recognise and manage inappropriate passenger/public activity to maintain the integrity of the transport service.
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S4: Identify passenger/public behaviour that indicates vulnerability and respond to help keep them safe.
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S5: Respond to incidents and emergency situations in line with requirements.
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S6: Identify potential incidents, breaches of security and emergency situations, and take appropriate action to ensure safety.
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S7: Prepare for your next shift in accordance with operational requirements and own organisations procedures.
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S8: Assist vulnerable passengers who require help, using specialised equipment or systems where necessary.
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S9: Respond to enquiries and complaints in line with expected own organisation requirements.
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S10: Diagnose passenger related issues to provide accurate advice and support.
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S11: Educate passengers to keep safe within the travel environment.
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S12: Select from a range of communication methods to tailor messages to the audience.
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S13: Utilise available equipment and systems in accordance with operational requirements.
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S14: Recommend an impartial travel solution balancing the passengers circumstances with potential routes, network operations, and available tickets.
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S15: Promote the benefits of products and services to eligible passengers.
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S16: Determine and sell appropriate products and services to passengers.
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S17: Handle cash in accordance with regulations.
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S18: Account for the balance of payments during your shift.
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S19: Identify and respond to onboard environmental circumstances, for example degraded operations
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S20: Carry out ticket checks within limits of responsibility & when practical to do so.
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S21: Ready the service for turnaround in line with procedures.
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S22: Receive and dispatch services in line with procedures and prevailing circumstances.
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S23: Stop a vehicle to reduce the risk to those potentially affected by an emergency situation.
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B1: Safety first mindset
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B2: Responsible for own actions
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B3: Passenger-focused mindset
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B4: Respectful and supportive of others
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B5: Resilient in challenging & fast-changing travel situations.
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B6: Acts professionally in line with expectations
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| Version | Change detail | Earliest start date | Latest start date |
|---|---|---|---|
| 1.1 | Standard and end-point assessment plan revised. Funding band revised but remains. | 25/11/2021 | Not set |
| 1.0 | Retired | 23/11/2017 | 24/11/2021 |
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