Abstract

This paper reviews the variability of passenger service time (PST) at the platform–train interface (PTI), a critical performance indicator in metro systems shaped by the infrastructure design, affecting passenger behavior and accessibility. Despite its operational importance, PST remains underexplored in relation to crowd management strategies. This review synthesizes findings from empirical and experimental research to clarify the main factors influencing PST and their implications for platform-level interventions. Key contributors to PST variability include door width, gap dimensions, crowd density, and user characteristics such as mobility impairments. Design elements—such as platform edge doors, yellow safety lines, and vertical handrails—affect flow efficiency and spatial dynamics during boarding and alighting. Advanced tracking and simulation tools (e.g., PeTrack and YOLO-based systems) are identified as essential for evaluating pedestrian behavior and supporting Level of Service (LOS) analysis. To complement traditional LOS metrics, the paper introduces Level of Interaction (LOI) and a multidimensional LOS framework that captures spatial conflicts and user interaction zones. Control strategies such as platform signage, seating arrangements, and visual cues are also reviewed, with experimental evidence showing that targeted design interventions can reduce PST by up to 35%. The review highlights a persistent gap between academic knowledge and practical implementation. It calls for greater integration of empirical evidence into policy, infrastructure standards, and operational contracts. Ultimately, it advocates for human-centered, data-informed approaches to PTI planning that enhance efficiency, inclusivity, and resilience in high-demand transit environments. © 2025 by the authors.