To say the pandemic changed everything is quickly becoming cliché, but everything—including working patterns, healthcare, home deliveries, and the planning and designing of major public transit hubs—has truly been revolutionized since 2020. Prior to the pandemic, making travel efficient was one of the biggest priorities for transportation planners. Today, the public’s increased focus on the travel experience is forcing the industry to rethink long-held precedents.
For decades, “good” transportation planning assumed punctuality and speed. But today, good planning for mobility is much more than that. It must be inclusive—making all desirable modes accessible, efficient, safe, and reliable for all. While these goals are still essential, enjoying the trip tends to be a bonus if all the other elements align perfectly.
In a post-pandemic world, much has changed about how people and goods move around. Many things are obvious: hand-sanitizer stations and face masks to protect each other from harmful germs are a more common sight; unfamiliar terms like “supply chain” were added to the colloquial lexicon; and New York saw a dramatic rise in the use of micromobility to make longish connections between transportation hubs much shorter.
Other less obvious, yet important changes happened, too. Transportation planners saw peak travel time windows shift, and an increase in people using public transportation on the weekends—both signaling that more riders have a choice in how and when they make their trips. No longer beholden to the typical patterns or schedules of travel, customers and planners alike began to place comfort and service higher on the list of planning priorities.
The quality of time spent on transportation is no longer being reserved as a luxury for some, but rather as a baseline for how to think about future investments in our regional infrastructure for the many. If we believe that transportation is the “third space” (the term coined by sociologist Ray Oldenburg in 1989)—with home and work being the first and second spaces—then doesn’t it matter how we spend time there?
In 2025, there are many examples of how the customer’s experience has been prioritized as an element of transportation planning and investments. LaGuardia Airport has gone from being a national scourge to the “Best Airport in America,” as declared by Skytrax, for two years running. Adding Newark Liberty Airport’s Terminal A to the list makes our region home to two of only three airports in North America to earn five-star ratings. A noticeable component of LaGuardia’s award-winning design includes a mesmerizing water fountain that performs an aquatic show. It won’t help you catch your flight on time, but it does enhance the experience for travelers of all ages.
This past summer, Amtrak debuted its newer fleet of Acela trains. In addition to providing more efficient service, the new cars have upgraded interiors, lighting, and finishes to add to the customer’s comfort. To enhance the human connection with systems of travel, your favorite transit agencies or providers are likely active on social media. You can find them all on very active accounts via LinkedIn, X, Instagram, and even TikTok, where you can learn about everything, including service changes and celebrations. While these changes are cute and informative and foster transparency, there is still more to be done.
Despite recent investments, our regional transportation systems still face challenges to provide better customer service: the lack of inclusive, accessible design, and enough opportunities for respite. These networks are also saddled with infrastructural baggage due to climate change (i.e., the cracked trans-Hudson commuter rail tunnels damaged by Superstorm Sandy, and the now-infamous subway flooding that captivates social media during every downpour). Famous complaints involve a lack of seating in Moynihan Train Hall; largely vacant retail spaces in Grand Central Madison, with minimal options for food and drink for commuters; and a lack of visibility from the windows of NJ TRANSIT rail cars. Improving these items would not only add some excitement to the ride, but also signal that comfort and accessibility are considered more holistically in transportation planning.
At the Regional Plan Association, we have been advocating for safe, efficient, and accessible transportation for over a century. And as we do that, we will continue to push for better station design and more inviting spaces that enhance the riders’ experiences. A safe, comfortable, and enjoyable ride is just as important to the system as materials choice and method of construction. Each component is an important investment in the health, equity, prosperity, and sustainability of our region. It matters how we get to wherever we’re going.
