At the Breaking Point: How Bus Operators Cope with Transit Technology Failures and What That Can Tell Us About the Integration of Future Innovations

This paper examines the cascading effects of technical failures in transit, focusing on the challenges faced by bus operators when communication, passenger-facing, and mechanical technologies fail. Through a diary study, we gather operator accounts of critical tools like radios, mobile data terminals (MDTs), payment systems, and ramps, alongside their failures. Issues like radio outages, GPS malfunctions, and broken fare systems lead to operational delays, safety risks, and increased stress. Triaging breakdowns becomes crucial to operations and drivers adapt by using personal phones in emergencies, highlighting gaps in system integration. As transit electrifies its fleets and considers a wider range of innovations, these failures offer key insights into the challenges ahead, emphasizing the need for robust, adaptable systems that ensure operational continuity and protect worker well-being amid rapid technological change.

Publication

Alice Xiaodi Tang, Hunter Akridge, Nikolas Martelaro, Sarah E. Fox. At the Breaking Point: How Bus Operators Cope with Transit Technology Failures and What That Can Tell Us About the Integration of Future Innovations. DIS 2025.

paper