Listening to Users’ Views to Develop Services
Dubai. Roads and Transport Authority. 8 October 2026:
The Customer Council of Dubai’s Roads and Transport Authority (RTA) hosted a dialogue session at Al Ghubaiba Bus Station, attended by a group of bus, marine transport and Dubai Metro users, to hear their views, suggestions and future expectations. Participants were welcomed by several CEOs, directors, managers and employees from the relevant RTA agencies and sectors.
The session reflects RTA’s commitment to strengthening direct communication channels with public transport users, taking notice of their views and expectations on the services provided, studying them, and offering appropriate solutions to enhance customer experience and boost happiness and satisfaction level with RTA services.
During the session, participants were introduced to key services, initiatives, communication channels and digital applications available to them. The session aimed to engage public transport users in service development by giving feedback, needs and suggestions first-hand. These insights are studied with a view to improving the mobility experience and align services with the needs of various community segments.
The Council discussed several topics and proposals related to bus and marine transport services. Key suggestions included increasing the frequency of trips and buses on selected high-demand routes, adding more air-conditioned bus shelters, broadening the range of uses for nol cards, studying an extension of Dubai Metro operating hours, boosting marine transport trips, and introducing new routes and services.
At the close of the session, customers expressed appreciation for RTA’s organisation of such dialogue sessions, which offer an opportunity for direct engagement with RTA officials and for sharing comments and suggestions. They also commended RTA’s commitment to listening to public transport users and involving them in the ongoing development of services and enhancement of the mobility experience in Dubai.
