Passenger has worked with Arriva to deliver an overhaul of the operator’s customer-facing digital services capturing its seven bus operating companies in the UK outside London.
The work encompasses mobile ticketing, data management, journey planning and real-time vehicle tracking through a customer app. Passenger notes how digital ticket access via mobile has been improved, as has information provision on services.
That is coupled to a new website that the supplier says is “secure, functionally rich, clear and informative, and intuitive to use.” Passenger adds how the launch makes features easier to discover and adds new capabilities across “almost every part of the customer journey.”
That uplift includes fares, vehicle locations, accessibility information, service updates and additional factors such as vehicle branding and the availability of wi-fi and USB charging. The new platform enables the Arriva team “to easily understand its online business and make informed decisions regarding its future strategy,” the supplier says.
The technology further ensures that Arriva is positioned to manage operational challenges created by franchising, multimodal transport hubs and multi-operator management of capped fares, it continues.
Speaking about the development, Arriva Marketing and Customer Experience Director Cora Woodhouse says: “The new Arriva app, powered by Passenger, is making it easier for our customer to plan, track and enjoy their journeys, helping them to get where they need to go with greater ease and confidence.
“Following the successful launch of our app, we are continuing to invest, with further enhancements planned to make every journey smoother, simpler and more convenient for our customers.”
Adds Passenger CEO Tom Quay: “We are delighted that the Arriva team has chosen the Passenger platform to power the new customer-facing app and website. This project is a testament to the reliability and maturity of our solution, which is trusted by leading operators nationwide.
“We are committed to ensuring that Arriva’s digital services are secure, functionally rich and scalable, allowing them to meet the needs of millions of passengers. We look forward to building a long-term, collaborative partnership.”
