The successful provision of Demand Responsive Transport (DRT) in Europe, Australia, UK and the US has been addressed in several substantial studies and projects. The general finding of these studies is that DRT is a suitable transport solution in particular areas and can deliver social inclusion and community building objectives. Existing research confirms that DRT is particularly useful for connecting isolated communities and population groups to essential services such as healthcare and is cost-effective in terms of contributing greatly to community wellbeing. However, many existing DRT services are still not performing to their true potential, and many of them could not be viable as commercial services. The aim of this study is to develop greater understanding of DRT services from the passengers' perspective using a case study of LinkUp in Tyne and Wear, one of the most successful DRT schemes in the UK. The paper has two key objectives: (a) to critically review, in the context of the detailed case study the general characteristics of the selected DRT scheme; and (b) to analyse and interpret the findings from a detailed survey of users (who are predominately elderly and female) with regard to passenger characteristics, their attitudes and perception of the service and their suggestions for improvement.