2024: A Year of Personalisation and Growth

Join us as we go over the stats and figures that have made this year one to remember.

Personalised Travel Alerts

Initially launched in 2016, favourites has evolved into a cornerstone of our rider experience. Fast forward to today, and this feature now drives our personalised travel alerts, ensuring riders stay updated about the changes that matter to them.

By delivering timely, personalised alerts tailored to each user, favourites keep notifications relevant and enhance the overall app experience. It’s another way we’re making journeys smoother and personal to everyone.

Fares in Journey planner

This year, we took journey planning to the next level by integrating fares into journey planning, making Passenger the first in the UK to bring BODS-mandated NeTEx data to life. Riders can now see accurate, real-world fares as they plan their journeys, ensuring transparency and ease.

For operators, this means a new level of confidence. Through Passenger Cloud, they can review how this data appears to riders, bridging the gap between complex datasets and a seamless passenger experience.

Passenger Academy

Launched in January, Passenger Academy is designed to empower operators with on-demand access to tailored video training courses. Whether it’s mastering a specific feature or troubleshooting something, operators can learn at their own pace, building the skills they need to get the most out of our platform.

Customer Success

Our Customer Success team is at the heart of delivering value to our customers, enabling them to unlock the full potential of our platform. From facilitating product workshops, delivering personalised training and providing strategic guidance, we’ve been behind our customers every step of the way.

As we’ve expanded our capabilities and introduced key improvements, our Customer Success team ensure our customers stay informed and ahead of the curve. With 24/7 availability, they are a trusted team that offers support, guidance, and expertise whenever needed.

Ticket sales

Mobile ticket sales through the Passenger platform continues its year-on-year growth. This sustained momentum is a promising sign of the bus industry’s ongoing recovery since the challenges of the Covid-19 pandemic.

As more riders embrace digital ticketing, we’re proud to support operators in driving this positive change—making public transport more accessible, convenient, and resilient for the future.

Active users

This year saw impressive growth across the Passenger ecosystem, with our active user base increasing by over 800,000 new accounts. As we look ahead to 2025, the end of the £2 fare cap presents an intriguing question: how will this impact the ticket product buying habits of bus users?

We’ll be watching closely as travel behaviours evolve, and we are ready to adapt and ensure the Passenger platform continues to meet the needs of operators and riders alike.

Infrastructure

Behind the scenes, our engineering team has been hard at work this year, ensuring the ISO27001 certified Passenger platform stays reliable, secure, and ready to support millions of journeys.

While developing exciting new features takes the spotlight, ongoing maintenance and system updates are just as critical. It’s this dedication to staying ahead of the curve that keeps our platform running smoothly, safely, and ready for whatever comes next.

Thanks for being such an important part of 2024 for us. We wish you happy holidays and all the best for the new year ahead!

If you’d like to dive deeper in January, we’d love for you to join us in unpacking 2024 at our first webinar of 2025. Register today https://pasn.gr/webinars