Aniek Toet

Aniek Toet is a PhD candidate at Delft University of Technology, with co-supervision from Royal Schiphol Group. Her research is dedicated to advancing multimodal transportation within the aviation sector, exploring how airports can connect various mobility systems to enhance passenger experiences. By immersing herself in real-world travel, Toet combines theory with practical insights, aiming to create actionable solutions for improving multimodality at Schiphol Airport.

---

On the move: improving passenger experiences in multimodal travel

As multimodal transportation systems grow, seamless integration between travel modes is becoming vital, particularly at airport hubs. How can connections between trains, buses and planes be made more efficient and passenger-friendly? This presentation draws on real-world journeys and offers practical insights from a passenger-centered view. Learnings include improving wayfinding systems to guide passengers seamlessly across modes, optimizing transit times to balance efficiency and comfort, designing multimodal journeys as cohesive experiences and fostering collaboration among operators to deliver integrated services. With actionable strategies to elevate the passenger experience, this presentation is essential for airports and operators aiming to advance multimodal travel.

The audience will learn:

• The passenger experience cannot be understood in isolated segments, as phases influence one another
• Multimodal instructions, wayfinding and transfer coordination across various transportation modes are essential for a smooth passenger experience
• Offering personal assistance, special transfer services and additional travel options enhance the convenience and comfort of passengers
• Balancing multimodal transit time and ensuring seamless transfers are key to improving overall passenger satisfaction
• Creating pleasant and special waiting areas for multimodal travelers improves the passenger experience