EN 13816, the European transportation standard applies to passenger transport service providers; airlines, trains, subways, buses, water vessels and does not exclude individual passenger vehicles such as taxis. The elements within EN 13816 comprises includes: Availability Accessibility Information Time Customer care Comfort Security Environmental impact Based on the 7 criteria-principles, an organisation is require to identify (service) quality targets from a range of criteria listed in the standard. Thus the term targets (and objectives) rises as for the organization to address.

 

Not to confuse EN 13816 with ISO 13816, both are different schemes... ISO 13816 related to programming codes. With EN 13816 the transportation arena specifically gets benchmark criteria to structure an approach to improving public services herein transport sector (other than advancing through ISO 9001).