The post-pandemic world has reshaped human behaviour in ways that many of us are still trying to fully comprehend. The Institute of Strategic Risk Management (ISRM) held a webinar where security practitioners share their experience of the world pre-during-post 2020 Pandemic, I (Alisa) was one of the panellists and shared my insights on how societal habits have shifted, particularly in public transportation.

Unpredictability and Changes in Peak Travel Patterns

Before 2020, patterns in railway travel were highly predictable. Peak times operated like clockwork, allowing railway staff to anticipate foot traffic, security concerns, and behavioural trends. However, after the pandemic, everything changed:

• Peak times shifted—Monday and Friday mornings, once a high-traffic period, became eerily quiet.
• Travelers adjusted their schedules, with early morning commutes starting much earlier than before.
• Customer expectations evolved—passengers expected social distancing measures to remain in place, creating tension when those expectations weren’t met.

Rising Antisocial Behaviour and Violence

A troubling trend that emerged post-pandemic was an increase in aggressive behaviour. While anti-social behaviour was always present in public spaces, it became more volatile and less predictable after lockdowns.

• Higher aggression in public spaces – People seemed to have shorter fuses, reacting more quickly and aggressively to minor disruptions.
• Increased violence against staff – Engaging with passengers over routine enforcement (such as ticketing or baggage policies) was met with immediate hostility.
• Unprovoked assaults on staff – many faced verbal and at times physical assaults without any prior engagement or enforcement. 

The Role of Social Media and the Changing Perception of Authority

I have witnessed significant impact of social media on public perceptions of authority figures. With more time spent online during lockdowns, many individuals consumed content that encouraged defiance against rules and regulations.

• Rise in "Auditors"—people who record confrontations with authority figures to challenge laws and policies.
• A shift in public attitudes towards enforcement—many individuals now believe they can challenge byelaws and laws based on information they’ve seen online.
• Misinformation and lack of verification—social media has made it easier for false narratives about regulations to spread, influencing how people respond to authority figures like transport officials or police.

The Need for Reinventing Communication

Traditional ways of communicating with public are becoming obsolete.

• Posters and announcements are ignored—most public are now deeply engrossed in their phones, wearing noise-cancelling headphones, and not paying attention to public service announcements.
• Face-to-face communication is more difficult—interacting with public can feel like breaking into a personal "bubble," leading to defensiveness or aggression.
• Railway enforcement faces challenges—the expectation of compliance has diminished, making it harder to enforce basic travel rules.

The Path Forward: Training and Adaptation

Understanding and adapting to these new behaviours has become essential.

• Training needs to focus on psychological insights—security and frontline staff must now be equipped with a deeper understanding of human behaviour, not just enforcement tactics.
• Incident management should be flexible—processes should allow staff to handle unexpected crises effectively.
• Communication strategies need to evolve—finding new ways to engage with the public is crucial in a world where traditional methods no longer work.

The above was my input during the webinar and my personal findings. If this topic interests you and you would like to listen to full webinar please click the button below.