Navigating the Unknown City: Infrequent Passengers’ Perceptions of Integrated Passenger Information Systems

Passenger information systems (PIS) are essential in transportation planning, shaping accessibility, usability, and confidence in public transport. At city gateways—such as bus terminals, train stations, airports, and ferry piers—these systems are particularly important for travelers unfamiliar with local networks. However, limited research has examined how first-time or infrequent visitors perceive spatial and digital PIS in an integrated framework. This study addresses this gap through a structured, face-to-face survey of 164 participants who had never or only rarely visited Sakarya, Türkiye. The analysis highlights the unique challenges faced by non-local users, including uncertainty, anxiety, and navigation difficulties. Results indicate that spatial systems, especially maps, timetables, and signage, remain critical for orientation, while digital platforms, including municipal mobile applications and websites, are highly valued for fare and schedule information. The study concludes that PIS are foundational to inclusive and sustainable urban mobility, and recommends phased policies that integrate spatial and digital systems.