Bridging Innovation and Inclusivity: User Perceptions of Autonomous Shuttles in Luxembourg

Autonomous shuttles are regarded as a concrete application of Intelligent Transport Systems (ITS) by combining automated driving with V2I communication and real-time monitoring, offering one of the most promising service innovations in public transport. Yet their large-scale deployment still faces significant technological and social challenges, and the impact of this technology to the perceived quality of service is still unclear. This study investigates user perceptions of an autonomous shuttle service operating in Luxembourg, based on a dedicated mobility survey. Two main findings emerge from the analysis. First, results highlight an ongoing transition phase toward the acceptance of this innovative autonomous driving technology. Although curiosity and interest in experiencing the service are evident, concerns about safety and reliability persist. In this context, the presence of an on-board supervisor emerges as a key factor in fostering user trust and improving service acceptability. Second, the survey data collection campaign revealed that the service is predominantly used by elderly individuals and people with reduced mobility, suggesting that autonomous shuttles hold significant potential to improve accessibility for these user groups, and hence can contribute to promote inclusive urban mobility. These insights can guide the future development of autonomous public transport services, supporting the design of solutions more closely aligned with the needs of vulnerable user groups and more widely accepted by the public.