The agreements between users and providers of transport services are complex. In formal and regulated markets, agreements exist that are legally binding. However, in many informal markets common in developing countries, there are only broad consumer protection laws at best. This study reviews the different types of transport policies, consumer laws and contracts of carriage that determine transport user rights. First it identifies a hierarchy of general parameters of human rights through literature. Secondly, with the combined analysis of literature and primary data gathered through a questionnaire, it develops a framework of user rights in passenger transport. The study identifies the different service attributes that constitute satisfactory mobility and how the delivery of such expectations can be measured. These expectations have been classified under four headings, namely, the right to access, right of receiving the service offered, rights arising from unforeseen circumstances and the right to redress.

Sakalasuriya, M.M., & Kumarage, A.S. (2016). User rights in passenger transport [Extended Abstract]. In T.L. Gunaruwan (Ed.), Proceedings of 1st International Conference on Research for Transport and Logistics Industry 2016 (pp. 3-5). Sri Lanka Society of Transport and Logistics. https://slstl.lk/r4tli-2016/