“Give Up Your Seat” / “Help with Luggage” Campaign

Nudging Up Customer Service: Near-Term Fix

Problem, Classification, and Idea

One of the most egregious things encountered in travel is customer etiquette. Frequently, customers refuse to give up their seats to those who need it. Customers are also delayed when fellow passengers struggle with luggage.


Station platforms could get new signage indicating that doing these things not only makes you a good person, they’ll also speed your trip. Given that this is a tailoring of a pre-existing program, this is not something that would be too difficult to implement nor costly.


Next Steps

  • Evaluate the liability risks of encouraging customers to engage in this behavior.
  • All approved wording could go to Communications for design, at which point such new reminders could be added to the pre-existing Customer Etiquette program.