A day with Petra and Mateusz from the Wiener Linien Service Team
Wiener Linien / Vanessa Hunnius 27.02.2026
Reading time: 5 Min.
More than 2.4 million people travel on Vienna’s public transport system every single day. Different destinations, different moods - but one shared space. Ensuring that everyone feels safe and comfortable takes consideration, respect and people who truly pay attention. People like Petra and Mateusz from the Wiener Linien service team. We joined them to see what a typical workday looks like.
Seeing the Bigger Picture
Walking through the underground stations with Petra and Mateusz, one thing quickly becomes clear: they notice what others miss. An uneasy glance on the platform. A smeared glass door. A situation that feels like it could escalate. “You always have to keep the bigger picture in mind,” says Mateusz. “Something that seems minor can turn into a real issue within minutes.”
Petra has worked with people her entire life - as a hairdresser, a trainer, in a clinic and in security. For the past ten years, she has been part of Wiener Linien’s service team, working across stations throughout the network.
And being on duty truly means being on the move: 15,000 to 20,000 steps a day are common. Add to that inspections, incident reports and countless conversations. “Our feet may be burning and our ears ringing - but we’ll still be laughing,” Petra says with a smile. While the schedule is structured, the situations never are. “That’s what I like most,” adds Mateusz. “No two days are the same.”
Their seamless teamwork didn’t happen by chance. When Mateusz joined after completing his training, Petra became something of a mentor to him. “I learned so much from her from day one,” he recalls. “She notices every detail. That’s something I’ve carried with me ever since.” It’s a reminder of the professionalism behind a role that is often underestimated.
A common misconception is that service staff spend their days sitting in front of monitors or simply walking around. In reality, their rounds involve checking safety-relevant equipment, inspecting facilities, securing potential hazards and assisting passengers who need guidance or reassurance.
“People see us moving through the station,” says Mateusz, “but they don’t see everything we’re monitoring.” For him, every round is about responsibility - never routine. Before joining the service team in 2023, he was self-employed for nearly two decades. “Office life wasn’t for me. Here, I’ve found where I belong.” At the end of a shift, he wants to know he’s made a difference - and he usually has.
Behind the scenes lies comprehensive training: ticketing knowledge, network expertise, fire safety plans, first aid, de-escalation skills and communication training. But technical knowledge is only part of the job. “Reassuring passengers always comes first.”
Reaching Our Destination Together: With Consideration & Respect
Wiener Linien’s current awareness campaign reflects situations Petra and Mateusz encounter daily. “It’s not about telling people off,” Mateusz emphasizes. “We all share public transport. Everyone should feel safe and comfortable here.”
Onlookers during incidents, scooters inside stations, phone calls on loudspeaker - many of these situations could be avoided with just a little more consideration. Petra often uses humor to make her point: “If Aunt Mitzi invited you over, you wouldn’t ride your scooter through her living room, would you?” She laughs - but the message is clear.
It would be easy to grow frustrated. Instead, both rely on communication. “If you explain why something matters, most people understand,” says Petra. She likes to compare technical faults to a coffee machine: sometimes you simply need to refill the water or beans before it can work again.
“In the end, it’s quite simple,” Petra says. “Don’t do to others what you wouldn’t want done to yourself.” For Mateusz, that mindset is key. “If everyone looks out for others just a little bit, things run more smoothly for all of us.”
At the end of our tour, one thing is certain: working in the service team is anything but a side job. It requires attentiveness, presence, responsibility and heart.
As Petra and Mateusz head off to their next inspection, their next conversation, their next unpredictable moment, one thing becomes clear: not everyone may notice their work - but it makes a difference, every single day.
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