Psychologists say saying 'hello' to your driver is not just good manners, it may satisfy a basic human need we often overlook

Most people board a bus without thinking much beyond finding a seat or checking their phone. In the rush of everyday life, even a simple greeting can be forgotten. But psychologists say these small moments of human connection matter more than we often realise. New research from the University of Sussex, conducted with Transport for London (TfL) and social connection organisation Neighbourly Lab, suggests that saying "hello" or "thank you" to your bus driver is more than just good manners. It can make someone feel recognised, respected and appreciated.

The findings also show that although many passengers believe greeting a driver has a positive effect, only a small number actually do it. Researchers say these everyday "micro-interactions" can have a meaningful impact on both passengers and drivers.

A simple sign encouraged more people to say hello

The research involved a pilot project on more than 150 buses in Hammersmith, London. Stickers placed on the driver cab and exit doors encouraged passengers to greet the driver when boarding or thank them while getting off.


On buses without the stickers, only 23% of passengers acknowledged the driver as they boarded. On buses displaying the signs, that figure rose to 30%, a 7% increase. Based on pre-pandemic bus travel data from the UK Department for Transport, researchers estimated that this could result in around 140 million additional passenger-driver interactions each year if introduced more widely.

The study also found that fewer than one in 10 passengers thanked the driver while leaving the bus. Interestingly, 84% of passengers surveyed believed that engaging with bus drivers would have a positive impact, even though relatively few regularly did it.

Small interactions can leave a lasting impact

Dr Gillian Sandstrom, Senior Lecturer in the Psychology of Kindness at the University of Sussex and Director of the Sussex Centre for Research on Kindness, said: "These results are really exciting because a growing body of research shows that micro-interactions like these are more well-received, and more meaningful than most of us realise. The fact that a simple nudge, in the form of a sticker on the bus, was enough to encourage people to greet the driver suggests to me that people want to reach out and connect with others, but sometimes feel like they can't or shouldn't."

Researchers also spoke with 77 bus drivers about their experiences. Many said hearing passengers say "good morning" or "thank you" improved their mood and made them feel "respected", "seen" and "appreciated".

One driver, John, who has been driving buses for 14 years, told researchers: "It seems like something small but if a person, especially a young person, hops on my bus and says 'thanks driver' it can change my whole mood. It's like they're saying 'I see you. I appreciate you'."

Looking up from your phone may matter more than you think

Grainne O'Dwyer, Senior Programme Manager at Neighbourly Lab, said: "This research makes an exciting contribution to our understanding around the value of small, daily interactions. The positive impact that something as small as a 'hello' or 'thank you' can make for our brilliant bus drivers demonstrates the power of these small actions. It argues the case for looking up from your phone, even briefly, and giving a friendly smile or greeting when on your daily commute, grabbing your daily coffee, grabbing a few bits from the shop. After all, a thanks or hello means more than you know!"

Tom Cunnington, Head of Bus Business Development at TfL, also welcomed the findings. He said: "Building rapport between customers and drivers is the right thing to do for all sorts of reasons, as this trial has shown.

"Recognition and acknowledgement of each other is something we should encourage more, and I hope we can expand on this across London."

The study builds on earlier research by bus and coach campaign group Greener Journeys, which found that one in three Britons said they use buses partly because they provide opportunities to interact with other people. Following the successful Hammersmith trial, Neighbourly Lab plans to expand the initiative across wider bus networks. The project was funded by The National Lottery Community Fund's Bringing People Together Grant.