Background: The efficiency of running a metropolitan railway in part relates to the number of people that can be accommodated on trains and platforms and the time taken for boarding and alighting. However, the crowd density tolerance and experience of rail-users is not well understood, especially in an Australian context. In particular, there has been little consideration of the impact of small features, such as handholds within the larger scope of carriage design on passenger tolerance and engagement within the physical carriage environment during peak periods. Aims: This paper provides an understanding of the ways in which passengers experience crowding and make crowding-related choices with regards to the design and location of handholds as a cheap, yet effective way of upgrading rolling stock. Method: A mixed methods study of platform and carriage crowding was undertaken across five Australian capital cities between 2009- 2010. A qualitative phase used participant-observation and focus groups to gain an understanding of passenger experiences and travel opinions. In total 179 people participated in the focus groups. A quantitative phase followed the qualitative research. There were 1,800 respondents who participated in an online stated preference choice experiment. This paper draws from the results from the qualitative phase. Results and conclusions: We found that handholds had a significant impact on passenger experience and tolerance of crowding. In particular, passengers preferred secure, hygienic and evenly distributed holds within the carriage. It was found that these features maximised both their physical and emotional safety.