​This research applied secondary data collection methods to predict passenger flows, which involved analyzing traffic flows at rail stations and statistical methods, which involved assessing the relationship between variables and regression. Observation methods were used to measure current passenger flows at the rail station entrances. Passengers’ safety perception was assessed to understand the customer value of transport services. This assessment was based on an online survey, an analysis of official requests from passengers to the station directorates, and feedback from passengers and station visitors posted on the Internet. Traditional and content analysis methods were used to study passengers’ requests and feedbacks. It was substantiated that due to the COVID‐19 pandemic, the concept of transportation security and the role of health safety as a customer value in passenger service have become more prominent. The possibility for passenger flow simulation to ensure people’s safe passage through a disinfection gateway is clearly shown. Public space management structures in transportation hubs can use the simulation results of this paper to solve the problem of passenger flow control along with installation of disinfection gateways at the station entrances for additional security. This is one of the few studies that explores the impact of using disinfection gateways to manage passenger flows in train stations.