New research from Arriva Bus UK has found that, at a time when many people feel increasingly disconnected from their communities, small interactions, such as chatting with a fellow passenger or thanking the driver, can meaningfully improve mood, stress levels, and overall well-being. 4 in 5 people said everyday conversations are important to their well-being, while 82% said a brief interaction with a stranger had improved their mood.
More than a third of Brits (37%) said they often feel disconnected, while 81% believe society is becoming less socially connected. Yet opportunities for connection persist. Shared spaces such as public transport, checkout counters, and local cafés remain among the few places where people from different backgrounds regularly cross paths, helping them feel more connected to the wider community. Indeed, 72% said bus travel specifically provides opportunities for social interaction.
Despite recognising the value of these interactions, people do not always embrace them. More than two-thirds (69%) said they would be open to chatting with a stranger while travelling on a bus, yet nearly 1 in 5 (18%) admitted to always using their phone to avoid interacting with others on public transport. Two-thirds (66%) admitted to pretending to be busy on their phone to avoid conversation altogether, highlighting a gap between people’s desire for connection and their confidence in taking the first step.
Encouragingly, when these interactions do happen, they tend to be positive. More than two-thirds (67%) said they had experienced an act of kindness while travelling on public transport, and 61% said they had been helped by a stranger.
To address this gap, Arriva has launched its Happy to Chat initiative, encouraging passengers to keep things simple: breaking the ice with a smile or a quick hello, making a light comment, asking a question about the journey, or simply taking the time to listen. By focusing on small, low pressure moments, the initiative aims to help people feel more comfortable connecting with those around them.
Dr Gillian Sandstrom, psychologist and Professor of the Psychology of Kindness at the University of Sussex, has partnered with Arriva to explain why these moments of connection and kindness matter, and how loneliness can often be misunderstood.
“Humans have a fundamental need to belong, to feel seen and valued. When we smile at someone, give someone a compliment, or chat with someone, it helps us feel that connection we crave,” Dr Sandstrom said.
“For people who want to feel more connected, it often helps to start small. A smile, a hello, or a simple comment can open the door to connection without pressure, while looking up from your phone and noticing the people around you can create opportunities for positive interaction.”
“The solution to loneliness is to build meaningful relationships, and that takes time, skills, confidence, and opportunities. When we start to think that we don’t have the right skills or aren’t likeable, we act as if this is the case, which tends to elicit the very response from others that we fear.”
Dr Sandstrom added that public transport offers a uniquely accessible environment for connection: “A bus journey is time restricted, so you can start a conversation and then walk away. Sitting side by side can feel less intimidating than face to face, and riding in the same place at the same time gives you something in common, however slight.”
Neil Atherton, Social Value Coordinator at Arriva, said: “For many people, especially those travelling regularly or living alone, the bus can be one of the few shared public spaces they experience each day. For older passengers in particular, these everyday journeys can provide valuable routine and social connections.
“The Happy to Chat initiative is about encouraging those small moments of connection that can make a real difference to someone’s day. Whether it’s thanking the driver, helping another passenger, or simply exchanging a few words with someone during a journey, these interactions help people feel part of a community.”
To find out more about Happy to Chat and Arriva’s work to encourage connection across its network, visit the Happy to Chat campaign page.