Best practices to increase the feeling of security

Context of the work

The study and recommendations presented in this guidance document address the topic of feeling of security on railway premises. The work was conducted by the International Union of Railways (UIC) Security Department under the Security Platform – Human Factors Working Group. The work was supported by the UIC Passenger Department (Station Managers Global Group), the International Association of Public Transport (UITP), the European Forum for Urban Security (Efus) and the International Centre for the Prevention of Crime (ICPC).

This document aims to support railway and public transport stakeholders to improve the feeling of security of customers and staff.

Executive summary

The feeling of security has become a strategic priority for railway stakeholders worldwide. In this publication, it is addressed as a key dimension of railway security, closely linked to how security arrangements, environments, and daily operations are perceived and experienced by customers and staff.

In railway environments, characterised by open access, high passenger volumes, and strong interactions between users, staff, and public space, these dynamics are particularly salient. Security is therefore increasingly recognised as a multidimensional construct, encompassing a range of protective measures, whether human, environmental, technological or organisational, that together shape how security is implemented and experienced.

This guideline aims to support railway organisations in understanding, assessing, and improving the feeling of security for both customers and staff. It provides a structured and operational framework based on the combined experience of the UIC Human Factors Working Group, integrating existing UIC guidance, sector practices, and evidence from research. The document offers practical orientations and introduces a harmonised assessment approach, enabling organisations to address both objective security conditions and subjective perceptions in a coherent, human‑centred, and sustainable way.