ISO 18613:2014 is an international standard developed by ISO/TC 204 that sets out requirements and guidelines for passenger transport service quality. It focuses on:
This standard is applicable to all types of organizations involved in passenger land transportation, regardless of size or geographic location.
With rising customer expectations, increased competition, and regulatory scrutiny, passenger transport companies need more than operational efficiency — they need service excellence. ISO 18613 helps standardize service quality processes, driving operational consistency, accountability, and customer trust.
By adopting ISO 18613, companies can:
It is especially valuable for companies involved in public transport, inter-city coach services, private shuttle fleets, or any firm offering land-based passenger transportation.
Implementing ISO 18613:2014 helps transportation providers elevate service quality through:
This results in consistent, reliable, and user-focused transportation experiences.
Implementing ISO 18613 with expert guidance from Growth Management Corporation delivers tangible business advantages:
✅ Enhanced Brand Image – Be recognized as a high-quality, customer-centric transport provider
✅ Operational Efficiency – Streamline service processes and reduce operational disruptions
✅ Regulatory Readiness – Stay aligned with transport regulations and compliance mandates
✅ Customer Retention – Boost satisfaction and loyalty by offering consistent service quality
✅ Competitive Differentiation – Gain an edge in tenders, contracts, and public-private partnerships
✅ Risk Reduction – Minimize complaints, errors, and service failures
✅ Informed Decision Making – Base service improvements on measurable quality indicators
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