Right now we are limited to carrying 20 "passengers" on our starships and the passenger section is essentially only used to store colonists. That said, there is no way to carry more than 20 passengers on your ship regardless of whether you are in a pilot escort or a massive cruiser.
The Enterprise-D carried literally hundreds of passengers in various episodes, so I'd like to see the passenger limit become dynamically scalable based on this ship you command (difficult since players might switch between a cruiser and an escort and then have to discard colonists before they can switch ships) or the devs should offer a "passenger upgrade" for purchase in the C-store so a player can carry more passengers if that's something a player cares about.
We already have the option to purchase upgrades so we have more space for duty officers ... why not let us carry more colonists as well?
In the immortal words of Captain Sisko: "It may not be what you believe, but that doesn't make it wrong."
Don't believe the lies in this forum. I am NOT an ARC user. I play STO on Steam or not at all.
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Bottom line, I can't imagine ever needing to have more than 20 passengers.