When a mega event comes to town—whether it’s a concert, sporting event, or international gathering like the 2024 Paris Olympics—public transit agencies have a unique opportunity to shine. Delivering exceptional service during these high-demand times not only boosts community goodwill but can also transform occasional riders into long-term transit users. At last year’s APTA TRANSform conference, industry leaders shared insights on what works, what doesn’t, and how agencies can prepare for these big moments.
Learning from the Paris Olympics
The conversation kicked off with lessons from the Paris Olympics, where panelists observed wins and missteps in transit management. One highlight was the effective wayfinding strategies, which made navigation easy for the influx of visitors. However, the lack of accessibility—such as numerous stairs without elevator options—was a significant shortfall and something that U.S. agencies, bound by ADA requirements, must avoid.
The panel also noted how an overwhelming police presence consumed valuable space needed for transit operations. This underscores the importance of balancing security with the practical needs of moving large crowds efficiently.
Real-World Success Stories from Concerts to Commuter Rails
Transit agencies can draw inspiration from real-world success stories. NJ Transit, for example, turned the challenge of managing the crowds at Beyoncé and Taylor Swift concerts into a “good story.” By providing seamless transit experiences, they not only accommodated thousands of new riders but also earned positive media coverage.
Meanwhile, the MBTA highlighted its strategic focus on the commuter rail system, including building out a double-sided station for Foxboro to handle increased ridership. These examples show how careful planning and infrastructure upgrades can make a significant difference during major events.
How Agencies Can Prepare for the Big Event
Upgrade Your CAD/AVL System
An up-to-date CAD/AVL system, like Vontas OnRoute, is critical for real-time vehicle tracking, efficient fleet management, and providing accurate arrival predictions to passengers. This technology helps agencies manage increased demand while maintaining reliable service for regular commuters.
Prioritize Wayfinding and Real-Time Information
As the Paris Olympics demonstrated, clear signage and accessible information are non-negotiable. Simple, standardized signage and real-time updates through digital displays and mobile apps make navigating the transit system stress-free for new and seasoned riders alike.
Create a Positive Rider Experience
Every interaction matters, from boarding the bus to reaching the final destination. The panel emphasized creating an experience for all riders, not just event attendees. Enhancing comfort, providing friendly staff interactions, and ensuring consistent communication can leave a lasting impression.
Implement Redundancy and Communication Systems
A robust communications setup, like Vontas V8’s multi-mode backup, ensures that agencies can maintain service even if primary systems fail. This level of preparedness is especially important when dealing with the unpredictability of large crowds and dynamic event schedules.
Build a Lasting Legacy Beyond the Event
A key takeaway from the panel was the importance of setting a “legacy” system. The goal is to make public transit the preferred choice not only for special events but as part of daily life. To do this, agencies need to demonstrate reliability, safety, and a consistently positive rider experience. The FTA is looking to invest in systems that support this kind of long-term behavioral shift, and having the right technology infrastructure in place is crucial.
Prepare Today for Tomorrow’s Opportunities
By learning from past events and implementing modern technologies, transit agencies can turn large-scale events into opportunities for growth and positive public perception. An upgraded CAD/AVL system equips agencies with the tools needed to manage crowds, communicate effectively, and deliver an experience that keeps riders coming back. With thoughtful planning and the right technology, your agency can not only meet the demands of major events but also pave the way for a legacy of excellence in public transit.