The absence of a human driver creates novel challenges for fully automated public transport. Passengers are likely to have different expectations, needs, or even fears when traveling without a driver in potentially dangerous situations. We present the results from two field studies in which we explored incident management in a driverless shuttle bus. We explored participant’s behavior and willingness to assist in solving problems in a variety of scenarios where the bus suddenly stops for technical reasons or a hypothesized situation of harassment. In a follow-up study, we focused on auditory remote assistance and investigated problem solving through the passengers. We found that diffusion of responsibility is an existent barrier, when passengers are involved in the resolving of potentially dangerous situations. It can be overcome, when incident-relevant instructions are designed explicitly, briefly, timely, distinguishable from regular on-trip information, and address auditory and visual sensory channels alike.

缺少驾驶员会给全自动公共交通带来新的挑战。在潜在危险情况下，没有驾驶员的情况下，乘客可能会有不同的期望，需求甚至恐惧。我们提出了两个现场研究的结果，在其中我们探讨了事件管理乘坐无人穿梭巴士 我们探讨了参与者的行为和愿意协助解决各种情况的问题，这些情况是公共汽车由于技术原因或假设的骚扰情况突然停车。在后续研究中，我们专注于听觉远程协助，并研究了通过乘客解决问题的方法。我们发现，当乘客参与解决潜在危险情况时，责任的分散是一个存在的障碍。当与事件相关的指令被明确，简短，及时地设计，与常规的出行信息区分开并处理听觉和视觉感觉通道时，就可以克服。