First they came for the fares posters.
Since January 1, 2026 you haven't been able to rock up at a Melbourne train station and instantly see how much a trip, or a day out, costs.
Even though successive governments have reduced the number of fare zones across the state such that it's close to a flat fare (with a few cheaper or free exceptions such as Zone 2 only or before 7:15am).
Even though, especially in this time of surging fuel prices, the fact that you can travel all day anywhere for under $12 full fare, should be seen as a bargain Transport Victoria would want to promote rather than an impost to apologise for.
And even though because the replacement poster (which requires scanning a QR code with a smartphone to find out fares) has an effective date it is no cheaper to have a poster that omits fares than display them.
Since January 1, 2026 you haven't been able to rock up at a Melbourne train station and instantly see how much a trip, or a day out, costs.
Even though successive governments have reduced the number of fare zones across the state such that it's close to a flat fare (with a few cheaper or free exceptions such as Zone 2 only or before 7:15am).
Even though, especially in this time of surging fuel prices, the fact that you can travel all day anywhere for under $12 full fare, should be seen as a bargain Transport Victoria would want to promote rather than an impost to apologise for.
And even though because the replacement poster (which requires scanning a QR code with a smartphone to find out fares) has an effective date it is no cheaper to have a poster that omits fares than display them.
The usability impact of this is to make finding out fares more complicated, as follows:
Introducing unnecessary hurdles in finding fares makes passengers less aware of the value of all-day travel and features that should be selling points. Such as mobility across modes and across the state for no extra cost, Zone 2, weekend and after 6pm discounts and free travel period such as Early Bird on weekdays. While doing nothing to arrest rampant fare evasion that parts of DTP choose to deny, thus sapping the system of revenue.
Introducing unnecessary hurdles in finding fares makes passengers less aware of the value of all-day travel and features that should be selling points. Such as mobility across modes and across the state for no extra cost, Zone 2, weekend and after 6pm discounts and free travel period such as Early Bird on weekdays. While doing nothing to arrest rampant fare evasion that parts of DTP choose to deny, thus sapping the system of revenue.
Timetables
A month later came the "Big Switch" Metro Tunnel timetable with changes for some other lines as well.
That saw West Footscray to Dandenong get trains every 10 minutes first to last while service to Sunbury, Cranbourne and East Pakenham improved to a maximum 20 minute wait. Most other lines remained with 30 to 40 minute maximum waits with improvements coming later in the year for Upfield and Craigieburn. Gaps can even be 60 minutes on Sunday mornings as late as 9am in outbound directions.
In other words outside peak times the vast majority of the Metro rail network remains one where passengers need to check train times to avoid significant waits, especially if making connections. This is a peak-heavy commuter/regional railway as opposed to a true 'metro' system. Yet passenger information decisions are based on us having the latter, which is not the case at ~90% of Melbourne suburban train stations due to slow NDP implementation.
Notwithstanding the continued importance of specific times (as opposed to frequency information) on most lines for most of the day due to aforementioned periods with low frequency, Metro stations that had timetable changes did not get suitably updated wall timetables.
In other words outside peak times the vast majority of the Metro rail network remains one where passengers need to check train times to avoid significant waits, especially if making connections. This is a peak-heavy commuter/regional railway as opposed to a true 'metro' system. Yet passenger information decisions are based on us having the latter, which is not the case at ~90% of Melbourne suburban train stations due to slow NDP implementation.
Notwithstanding the continued importance of specific times (as opposed to frequency information) on most lines for most of the day due to aforementioned periods with low frequency, Metro stations that had timetable changes did not get suitably updated wall timetables.
In case you haven't paid much attention, wall timetables came in two formats. First of all there were the whole line timetables. These showed times for every train at every station on a line. They were handy for working out travel time between two stations on a line. However their print was small so they were probably not as used as they could have been. And the practice of ruling a red line under your station's times to make finding it easier was not always adhered to. These were typically on two sheets, one for weekdays and one for weekends, with these not always being correctly installed next to one another.
Much easier to read were the large print station specific timetables. These showed departures from each station, not the whole line. That was good for legibility but did not give travel times. However you got a good idea of frequency at the times you were travelling at.
Exact times are particularly important here, because unlike Sydney (where most stations have a maximum 15 minute wait over wide hours) our train frequencies can be 10, 15, 20, 30, 40 or 60 minutes, with many possible on the same line within a short time. Noting that the usability and connectivity of a 10 minute service is vastly different compared to one every 40-60 minutes.
Much easier to read were the large print station specific timetables. These showed departures from each station, not the whole line. That was good for legibility but did not give travel times. However you got a good idea of frequency at the times you were travelling at.
Exact times are particularly important here, because unlike Sydney (where most stations have a maximum 15 minute wait over wide hours) our train frequencies can be 10, 15, 20, 30, 40 or 60 minutes, with many possible on the same line within a short time. Noting that the usability and connectivity of a 10 minute service is vastly different compared to one every 40-60 minutes.
Also, despite DTP thinking is that real time is always better than printed timetables, not all stations yet have visual PIDs. Displays that exist can be too small to display trains on all lines (particularly at stations served by multiple lines such as Caulfield and Malvern). Reliability can be an issue too, with some displays being broken or partly working for months.
Even the best (and fully working) displays cater for the 'here and now' traveller. That's a different function to wall timetables that convey time and frequency information for later in the day (or on another day).
Both are needed - the former to help people on their current trip and the latter to open possibilities for future travel. DTP's stodgy anti-growth/anti-business bureaucratic culture generally resists communicating value (like the prior example with fares), selling features of a service (eg frequency) or, more radically, creating demand for something that customers did not previously know they wanted or even knew existed.
Some individuals in it may be aware but collectively the department has a poor grasp of marketing or behavioural psychology such as promoted by the marketer Rory Sutherland (who cites many transport examples including the use of multimodal transport maps - video below).
This causes DTP to put all its eggs in information systems (such as its app and journey planner) that either undersell the service or, like an old-fashioned general store, relied on customers knowing what they wanted and how to ask for it. As opposed to a supermarket approach that actually expands demand for an item through merchandising. I first identified this as an issue with PTV in 2020.
That mentality, which tends towards decline, continues unchanged today under DTP/TV. It is particularly corrosive today given that, with pressured state budgets emphasis for the next few years needs to shift to maximising the usefulness of our existing transport infrastructure as a first rather than a last resort. Asset utilisation, service levels, network reform and communication, as repeatedly mentioned here, need to become priorities rather than afterthoughts, especially as governments urge a shift to public and active transport as the fuel crisis bites.
Both are needed - the former to help people on their current trip and the latter to open possibilities for future travel. DTP's stodgy anti-growth/anti-business bureaucratic culture generally resists communicating value (like the prior example with fares), selling features of a service (eg frequency) or, more radically, creating demand for something that customers did not previously know they wanted or even knew existed.
Some individuals in it may be aware but collectively the department has a poor grasp of marketing or behavioural psychology such as promoted by the marketer Rory Sutherland (who cites many transport examples including the use of multimodal transport maps - video below).
That mentality, which tends towards decline, continues unchanged today under DTP/TV. It is particularly corrosive today given that, with pressured state budgets emphasis for the next few years needs to shift to maximising the usefulness of our existing transport infrastructure as a first rather than a last resort. Asset utilisation, service levels, network reform and communication, as repeatedly mentioned here, need to become priorities rather than afterthoughts, especially as governments urge a shift to public and active transport as the fuel crisis bites.
Franchise agreement compliance
Matters like passenger information (whether about fares, routes and timetables) are part of the passenger experience so get mentioned in the Metro Trains Franchise Agreement's Passenger Experience Module.
Matters like passenger information (whether about fares, routes and timetables) are part of the passenger experience so get mentioned in the Metro Trains Franchise Agreement's Passenger Experience Module.
At the time of writing this is 'MR4' with the next agreement 'MR5' currently in franchisee selection stage.
11.6 of the Passenger Experience Module (p25) talks about information to be provided at stations. Requirements include:
(i) the Master Timetable as it applies to Passenger Services of the Franchisee which stop at that Station or at the Southern Cross Station Access Areas (as the case may be) and each master timetable of such other Train Operators as they apply to passenger services which stop at that Station or at the Southern Cross Station Access Areas (as the case may be); or
(ii) if PTV agrees, a frequency timetable as it applies to Passenger Services of the Franchisee which stop at that Station or at the Southern Cross Station Access Areas (as the case may be) and each frequency timetable of such other Train Operators as they apply to passenger services which stop at that Station or at the Southern Cross Station Access Areas (as the case may be).
Presumably the Master Timetable was the line timetable discussed before. Unlike some tram stops we don't have frequency timetables but that is because no line is yet individually frequent enough to justify them. The station-specific departure times mentioned before would have been a good substitute.
It then goes on to say:
11.6 of the Passenger Experience Module (p25) talks about information to be provided at stations. Requirements include:
(i) the Master Timetable as it applies to Passenger Services of the Franchisee which stop at that Station or at the Southern Cross Station Access Areas (as the case may be) and each master timetable of such other Train Operators as they apply to passenger services which stop at that Station or at the Southern Cross Station Access Areas (as the case may be); or
(ii) if PTV agrees, a frequency timetable as it applies to Passenger Services of the Franchisee which stop at that Station or at the Southern Cross Station Access Areas (as the case may be) and each frequency timetable of such other Train Operators as they apply to passenger services which stop at that Station or at the Southern Cross Station Access Areas (as the case may be).
Presumably the Master Timetable was the line timetable discussed before. Unlike some tram stops we don't have frequency timetables but that is because no line is yet individually frequent enough to justify them. The station-specific departure times mentioned before would have been a good substitute.
It then goes on to say:
(c) For the purposes of this clause 11.6, publish means:
(i) making the information available upon request in one or more booklets or in other
similar form at all Staffed Stations and at the Southern Cross Station Access
Areas; and
(ii) displaying it on walls or information displays at Stations.
(d) The Franchisee must ensure that each Station and the Southern Cross Station Access
Areas have on display:
(i) information on fares;
(ii) a map of the metropolitan fare zones;
(iii) information on other public transport services which operate in the vicinity of the
Station or the Southern Cross Station Access Areas (as the case may be); and
(iv) information about the roles, functions and services provided by the PTO, as
reasonably requested by PTV, and contact details for the PTO.
(j) The Franchisee must display a local area map at each Station and at the Southern Cross Station Access Areas, provided that PTV may require the Franchisee to utilise the space in which that map is ordinarily displayed to instead display any other notice specified or provided by PTV. The multi-modal public transport map provided by PTV titled 'Getting Around Melbourne', or an equivalent map as notified by PTV, must be displayed at all Stations and at the Southern Cross Station Access Areas.
11.7 of the Passenger Experience Module (p26) is about printed system information, for example timetables. This must be done by the Franchisee according to the Master Style Guide.
However there is some flexibility. Eg 11.8 refers to a Practice Note issued by PTV where standards of published information are set down. Also 11.2(c) gives flexibility for PTV to designate any medium for providing Transport Information to passengers either in addition to or as a substitute for any of the existing Transport Information Systems.
So there may have been some chopping and changing, although the overall effect is that what's at stations is not as comprehensive as 11.6 specifies. Direct information on fares, for example, has been removed. Information on other public transport services are typically not provided right at stations (though they might be outside at bus and tram stops). Also multimodal maps at stations are rare (despite PTV/TV producing them and putting them on their website).
How station passenger information should be
How station passenger information should be
To maximise both current day utility and future patronage station passenger information should both tell people what they need to know know while widening travel possibilities for later.
The latter requires what you might call 'push' promotion. This is bold messaging that's unavoidably in your face when you travel the network. This is not something you have to go looking for. Nor is it something only available in small print on your sun-faded phone screen because some overpaid DTP exec (with fewer sales skills than a student casual at JB) thought they were keeping up with technology.
Minimum standards for passenger information at Metro stations could be along these lines:
1. Fares displayed. No matter what you need fare information displayed at station in poster form. And we need to go one better than we did in 2025. The information up then failed to display fares for Zone 2 only (which are cheaper than Zone 1). While probably done with good intentions in the name of simplicity, it exacerbated a genuine issue with fares (short trips are seen as too expensive) and ignored that a fair number of passengers living in Zone 2 are under some financial pressure. Having information that overstates what people making Zone 2 only trips need pay is poor on both counts.
2. Rail network map (as current)
3. Melbourne-wide multimodal frequent network map A new item showing frequent routes only
4. Local area multimode PT map These are already produced by DTP (erroneously called 'bus maps') and are on their website in a not very prominent location. The cost of having them up on stations is tiny but they would greatly assist multimodal connectivity. An example of an underused asset as DTP goes to the work of producing them but does not install them much on the network. Ideally frequent routes would be shown in bold.
5. Local area walking and cycling catchment map that would also show bus/tram stops and major attractions
6. Station precinct map Already up at some stations but more detail needed including connectivity to nearby trams and buses
The latter requires what you might call 'push' promotion. This is bold messaging that's unavoidably in your face when you travel the network. This is not something you have to go looking for. Nor is it something only available in small print on your sun-faded phone screen because some overpaid DTP exec (with fewer sales skills than a student casual at JB) thought they were keeping up with technology.
Minimum standards for passenger information at Metro stations could be along these lines:
1. Fares displayed. No matter what you need fare information displayed at station in poster form. And we need to go one better than we did in 2025. The information up then failed to display fares for Zone 2 only (which are cheaper than Zone 1). While probably done with good intentions in the name of simplicity, it exacerbated a genuine issue with fares (short trips are seen as too expensive) and ignored that a fair number of passengers living in Zone 2 are under some financial pressure. Having information that overstates what people making Zone 2 only trips need pay is poor on both counts.
2. Rail network map (as current)
3. Melbourne-wide multimodal frequent network map A new item showing frequent routes only
4. Local area multimode PT map These are already produced by DTP (erroneously called 'bus maps') and are on their website in a not very prominent location. The cost of having them up on stations is tiny but they would greatly assist multimodal connectivity. An example of an underused asset as DTP goes to the work of producing them but does not install them much on the network. Ideally frequent routes would be shown in bold.
5. Local area walking and cycling catchment map that would also show bus/tram stops and major attractions
6. Station precinct map Already up at some stations but more detail needed including connectivity to nearby trams and buses
7. Large print style station specific train departure timetable Such as at stations prior to 2026
8. Departure lists for buses with times, route numbers and destinations at stations As is standard practice in Perth which has a much stronger multimodal planning, marketing and passenger information culture than Melbourne as its PTA is consistently institutionally stronger than our DTP
9. Disruption advice as currently done
10. Other posters that promote value and opens possibilities for travel
11. Real time displays at station entrances and on platforms sufficient in size to list at least the next two trains of each stopping combination
11. Real time displays at station entrances and on platforms sufficient in size to list at least the next two trains of each stopping combination
Conclusion
In 2026 the amount of passenger information displayed at Metro stations has been cut. Rail network maps persist but direct fare information has gone, with the latter replaced by a QR code link to the Transport Victoria website.
Timetable information has also been removed even though all week service upgrades have so far been insufficient to justify alternatives, eg metro style frequency guides, on the vast majority of the network. The existence of timetables are more important at Melbourne stations than those elsewhere due to the wide variations in service frequency across the network, including gaps of up to 60 minutes between trains.
DTP will no doubt argue that printed timetables are less relevant due to the widespread ownership of mobile phones and more information displays at stations. However the roll-out extent, adequacy and reliability of the latter can vary. Also, due to the lack of a will and culture to grow patronage, the department is not as cognizant as it should be in the need to provide information not just for the trip at hand but also in a manner that fully reflects the network's usefulness and value for money.
Timetable information has also been removed even though all week service upgrades have so far been insufficient to justify alternatives, eg metro style frequency guides, on the vast majority of the network. The existence of timetables are more important at Melbourne stations than those elsewhere due to the wide variations in service frequency across the network, including gaps of up to 60 minutes between trains.
DTP will no doubt argue that printed timetables are less relevant due to the widespread ownership of mobile phones and more information displays at stations. However the roll-out extent, adequacy and reliability of the latter can vary. Also, due to the lack of a will and culture to grow patronage, the department is not as cognizant as it should be in the need to provide information not just for the trip at hand but also in a manner that fully reflects the network's usefulness and value for money.
2 comments:
Then you have the Stony Point Line, where phone reception could be dicey, and they put the QR codes behind a mental cage (somehow I still managed to scan it)
Ideally there would be timetables for the parallel 782/783 bus at the platforms too
And Frankston Station have produced their own paper copies of the Stony Point Line timetable as head office bureaucracy won't issue one until Mordialloc LXRP works are completed in late May
Oh dear. How to continually botch up a major city PT system. I agree that those fare posters and local departures were quick and simple to read and mostly all thats needed when there. I also agree the PID could show more and better info too wherever you are in a bigger format for buses etc.
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