Understanding travel satisfaction and barriers to flexible transport services among older adults in urban settings

As populations in both developed and developing countries continue to age, ensuring access to transportation that meets the mobility needs of older adults is becoming increasingly important. This issue is particularly pressing for individuals who are unable to drive or access private vehicles. Flexible Transport Services (FTS) offer a promising alternative to private transport for older people, thanks to features such as door-to-door accessibility and operational flexibility. This paper investigates travel satisfaction, perceived barriers, and attitudes toward FTS among older adults residing in the urban context of Birmingham, United Kingdom. A mixed-methods approach is employed, beginning with an analysis of travel frequency and purpose associated with FTS use, followed by a thematic analysis aimed at capturing older people's experiences, perceptions, and overall attitudes toward this mode of transport. The analysis reveals six key themes: lack of need, service provision issues, stigma, lack of awareness, convenience, and social implications. These themes highlight both the benefits of FTS and the factors that hinder its use. A central finding is the marked difference in perception between frequent users and non-users. FTS is often viewed negatively by non-users, with three of the four identified barriers predominantly arising from this group. In contrast, frequent users express satisfaction with the service, particularly emphasising its role in meeting discretionary travel needs. This is especially true for individuals over the age of 80 and those with limited access to a car.