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 periods not only builds community goodwill but can also convert 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 major occasions.
Learning from the Paris Olympics
The discussion began with lessons from the Paris Olympics, where panelists noted both successes and challenges in transit management. A highlight was the effective wayfinding strategies, which made navigation straightforward for the influx of visitors. However, the lack of accessibility—such as numerous stairways without elevator options—was a significant shortcoming and something U.S. agencies, bound by ADA requirements, must avoid.
Panelists also pointed out how an overwhelming police presence occupied valuable space needed for transit operations. This highlights the importance of balancing security with the practical requirements of efficiently moving large crowds.
Real-World Success Stories from Concerts to Commuter Rails
Transit agencies can take inspiration from real-world successes. NJ Transit, for example, turned the challenge of managing 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 attention.
Meanwhile, the MBTA emphasized its strategic focus on the commuter rail system, including building out a double-sided station for Foxboro to handle increased ridership. These examples demonstrate how careful planning and infrastructure investments can make a tangible 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 essential 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 showed, 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 easy for both new and experienced riders.
Create a Positive Rider Experience
Every interaction counts, from boarding the bus to reaching the final destination. The panel emphasized creating an experience that benefits all riders, not just event attendees. Enhancing comfort, offering friendly staff interactions, and maintaining consistent communication can leave a lasting positive impression.
Implement Redundancy and Communication Systems
A robust communications setup, such as Vontas V8’s multi-mode backup, ensures agencies can maintain service even if primary systems fail. This level of preparedness is especially critical when managing 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 establishing a “legacy” system. The objective is to make public transit the preferred choice not only for special events but as part of everyday life. To achieve this, agencies must 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 improved 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 returning. 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.
