Stepping up and building confidence in public transport for everyone

Confidence is at the heart of a positive public transport experience. Many people find catching trams, buses, or trains a bit daunting, especially if they haven’t used them for a while, have never boarded a vehicle, or have had negative past experiences.

Last month, Kinetic’s Melbourne team partnered with the Department of Transport and Planning, Travellers Aid Australia, and fellow public transport providers from across Melbourne for Try Before You Ride, a free event designed to help people grow their confidence when using public transport. The event showed what’s possible when we work together to support everyone learning or returning to trams, buses, trains, and taxis.

Try Before You Ride gave attendees the chance to experience these vehicles in a supportive, pressure-free setting, where they could ask questions, practise boarding, and test out features, all without crowds or strict timetables.

Kinetic Customer Experience Manager Brendan Watts noted that most attendees found riding the bus difficult, challenging, or intimidating at first, but with support available, their concerns eased.

“People were often either transitioning back to public transport after years away, coming with friends or family for support, or wanting to explore how staff could help for future journeys,” he said.

“This hands-on event let participants get comfortable boarding transport, try out accessibility ramps, and chat with staff to build practical skills."

Try Before You Ride highlighted the value of a friendly, welcoming environment in building travel confidence. Attendees were able to try adaptive features, explore vehicles at their own pace, and become familiar with routes and contacts for assistance. Government collaboration and strong teamwork with operators made the day a success, with feedback set to shape future improvement.

“The opportunity to practise in a relaxed setting also makes it easier for older community members, returning riders, or anyone keen to overcome travel anxiety,” said Brendan.

“Our team is committed to using these learnings to make every journey more comfortable and positive."

Supporting passenger confidence

Kinetic driver Aruni Gunaratne attended the event and reflected on how building confidence means more than just providing access.

“Participating in disability-friendly events gives me immense joy to have the opportunity to connect with these inspirational people,” said Aruni.

“My wonderful mum was confined to a wheelchair, so this cause is very close to my heart."

Aruni pointed out that one of the biggest hurdles for those using mobility scooters or wheelchairs is simply the unknown of boarding and disembarking.

“The unknown entity of getting on and off the bus is what many flag as most challenging.

“The intimidating aspect is the fear and apprehension of simply getting on board, but with a warm approach and the assistance we offer, people were ready to try."

Kinetic welcomes feedback, questions, and open conversations from our community, because every journey matters and each person’s experience can help us improve. We’re here to make public transport a confident, comfortable choice for everyone.

Tips to boost your confidence on the bus 

• Plan your route ahead of time using the PTV website, and check details for any mobility aids.
• Arrive a few minutes early so you’re ready and visible for the driver. 
• Top up your Myki before travel for easy boarding. 
• Ask the driver for help or to let you know when you’ve reached your stop. 
• Contact your transport operator before your journey if you have questions or concerns.