Fantastic engagement in just six months of Passenger Academy

After six months of Passenger Academy, we look at the online learning platform’s positive impact on our customers. Since its launch in January 2024, the platform has been warmly embraced by Passenger’s customers who use it to learn or refresh their knowledge on how to use Passenger’s systems to deliver excellent customer service.

So far, more than 450 operator staff members have accessed Passenger Academy, unlocking 631 certifications from the courses available. This helps to reduce training and staff onboarding costs while supporting them in improving the quality of data, ticket management, content editing, and customer interactions, to name a few.

Andy Morison, Head of Customer Experience at Oxford Bus Company, comments, “I have to say the Academy is excellent and is probably one of the best learning tools we get from any of our suppliers. The videos are concise and straightforward, they’re narrated by people we know and speak to regularly, and the questions really do test the important elements of the software that users need to know.”

“As you may be aware, I look after our Customer Services and Travel Shop teams, and it’s a constant challenge to fill the gaps in their knowledge of the many systems they need to know. Now, for Passenger at least, I can point to a series of courses that they can complete which cover everything they need to know in Passenger-land, and easily measure them on this. Credit where it’s due!”

Spurred on by fantastic feedback and engagement like this, we continue to develop new content for the Academy, supporting learning in even more areas of the platform. Earlier this month, two new Passenger Academy courses were added to help clients and their business customers set up and use our business-to-business solution, Travel Portal.

Hot on its heels, we’ve also launched a new course on setting up and using Ticket Subscriptions this week. Subscription plans are a great way for regular customers to purchase their tickets, allowing automatic purchases for convenience and ease of use. They can also be a great way to reward regular customers’ loyalty by offering a different ticket price for regular commitment to travel.

“By keeping all of our Academy courses short and packed with tips, we’re making the information even more accessible. The new course content will help customers learn how to make the most of our ticketing subscription capability in record time. The course includes how to set up a subscription plan in Passenger Cloud, manage price changes, and see which plans active subscribers currently have”, comments Amberlee Gurr, Help Desk and Training Manager at Passenger.

The Academy means that our customers can learn whenever it suits them without needing to arrange a training session with our Customer Success team. They can learn on the bus, at work, and in downtime around other priorities. If they would like support from a human too, then we’re on hand 24/7 as ever.

We have several more courses coming soon covering verifications, auditing and managing vehicle information. Watch this space for updates!