With the global widespread preference for low-floor trams, the expectation for tram riding comfort has been increasingly heightened. This paper identifies an abnormal riding comfort problem (ARCP, characterized by an excessive and W-shaped distribution of riding comfort) during dynamic field tests on a low-floor tram. To address ARCP, a multi-body dynamics model of the tram was constructed and validated its accuracy through dynamic field tests. By integrating track irregularities and wheel-rail contact analysis, the riding comfort index was assessed and reproduced the ARCP phenomenon. Linearization and time-domain integration studies were conducted on the mechanisms and measures to resolve the ARCP. The research findings reveal that the primary cause of the deterioration in the mean comfort index is the large amplitude of the track irregularity and the low equivalent conicity of the wheel-rail contact relationship. The main reason for the W-shaped distribution of riding comfort is the weaker inter-vehicle constraints and the lack of lateral energy-absorbing devices. Finally, optimization measures were proposed, including reducing the lateral stiffness of the second suspension, altering the carbody structural parameters, and modifying the inter-vehicle connection devices. This research enriches the study of tram dynamic performance and offers insights that may contribute to the resolution of ARCP.