This article presents the outcomes of a qualitative study involving users of public transportation in the metropolitan area of Lisbon in order to obtain a deeper understanding of attitudes towards public transport and to explore perceptions of the public transport service. It is important to know what people think and feel about public transport so that strategies can be designed to attract people to public transport. Ethnographic interviews and focus group discussions were conducted to identify factors that potentially influence people’s perceptions and determine their satisfaction, or dissatisfaction with the public transport service. The key findings suggest that public transport usage would increase if the level of service was brought in line with users’ expectations; more specifically, there should be a better connection between inter-modal options, more compliance with timetables, and a more appropriate response to users’ needs.