Norfolk operator Lynx chooses Passenger for customer personalisation strategy

Lynx, the main bus operator in West Norfolk, has launched a brand-new website and a new, dedicated mobile ticketing app, designed to provide an enhanced digital experience for its customers. The upgraded app and website are powered by the Passenger’s innovative software-as-a-service (SaaS) customer experience platform, trusted by many prominent bus operators, offering modern, user-friendly designs and a host of features aimed at making journey planning and ticket purchasing easier and more intuitive.

With these exciting new digital tools, Lynx customers in West Norfolk can now expect to keep up-to-date with the exact location of their bus in real time, including any disruptions, ensuring they’re always informed. They can also plan their trips effortlessly with accurate route and timetable information at their fingertips. The mobile-friendly design ensures a seamless experience across all devices, whether they’re at home planning their day or on the go checking their journey. Finally, customers can purchase and store tickets securely within the new Lynx app, eliminating the need for cash or paper tickets and accessing the ticketing options they need directly from their smartphone, making travel even more convenient.

The launch incorporates Passenger’s real-time bus fare information capability, launched in February 2024. This enables Lynx to easily share its fare information with customers, using the NeTEx data standard, a feature developed in collaboration with UK operators. Customers will also benefit from Passenger’s personalised travel alert capability, enabling customers to be the first to know about the changes that matter most to them.

These features are part of a broader commitment from Lynx to improving how passengers engage with bus services, making public transport in Norfolk more accessible, convenient, and truly cashless for everyone.

The team at Lynx couldn’t be happier with the launch of the new site and app. Speaking about the development, Graham Smith, Commercial Manager at Lynx, said, “Onboarding with Passenger has been incredibly smooth. I’m really impressed with the designs for the new website and apps. When Gemma [Vasellina-Turner] took us through the new fare information system, I was blown away by it all. It is so clever, and the tools are so easy to use. The fact that we can now show fares for complex journeys to our customers is fantastic. I have to admit, I was quite worried about using our NeTEx data and about how much time it was going to take to get it looking good. But all my fears went away very quickly. We’re confident this will make a real difference in our customers’ daily travel experience.”

This launch underscores a shared commitment among UK bus operators to innovate and continuously improve. With Passenger’s cutting-edge platform providing the foundation, Lynx joins a growing network of operators dedicated to enhancing customer experiences while simultaneously streamlining their operations.

If you haven’t yet explored the new website or downloaded the new app, head over to http://lynxbus.co.uk or search for “Lynx” in your app store (available for iOS and Android). Whether you’re planning your next journey, checking live bus times, or purchasing your next ticket, everything you need is now just a click or tap away.