Improving the passenger experience with contactless journeys 

Contactless EMV is a payment channel that is well adapted to providing the simple, no-fuss, multi-operator and multimodal ticketing that passengers want.

Tap-to-pay using a bank card or mobile wallet makes public transport easier to use; while fare caps give passengers an experience of effortless value, removing the need to understand and analyse ticket prices. 

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This session will explore how investment in contactless technology is driving improvements in bus customer experience - and how providing passengers with data about their travel and payments history can further enhance their satisfaction. 

We’ll look at how:

• Reducing payments friction on bus journeys inspires patronage – a top priority for operators
• Simplifying multi-operator ticketing and payments contributes to passenger satisfaction
• Giving passengers real-time access to their travel and payments data demystifies fare capping and highlights the benefits of using contactless EMV for fare payments
• Empowering passengers to monitor their travel and payments data can reduce the burden of customer enquiries on call centres

Chair:  David Beer, Senior Manager, Transport Focus

Speakers:

Sean McLaughlin, Group Senior Solutions Manager, Go-Ahead Group

Greg Hepworth, Head of Product, Passenger

Sheryll Ricketts, Solutions Consultancy Lead, Littlepay

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