Passenger Experience

At Transdev, passengers are at the heart of everything we do. Passenger expectations are rising, and we are dedicated to helping clients meet them.

They want reliable, quality, on-time trips and connections, with information they need if there are delays at any point in their journey. In sum, passengers want a convenient, hassle-free experience on every trip, and we help our clients continue to improve performance to meet these expectations.

As a global operator and integrator of mobility, our approach is rooted in long-term partnerships with businesses and public authorities, and in the relentless pursuit of the safest and most innovative mobility solutions.

We stay focused on how operational and other decisions will affect the rider experience. We invest in technology to improve the passenger experience—with apps for mobile ticketing, alerts and customer information as well as technology and business processes to ensure well-managed operations and quality service.

From our teams on the ground to executive management, we strive to empower each of our employees to help drive continuous improvement in the passenger experience.

35% lower costs
in paratransit
on average

35% lower costs
in paratransit
on average
Listening to our riders

Transdev’s proprietary customer feedback management program, Listen, is designed to record, respond and analyze customer feedback across multiple channels. Born from best practices of Transdev’s global operations and enriched with benchmarks from leading industries, Listen helps our teams and clients consolidate and centralize passenger feedback, manage the investigation process, respond with ‘plug and play’ pack of tools (library of standard response paragraphs), analyze feedback and provide useful, timely reporting of customer issues and trends.

Engaging with customers

Our Meet the Managers program is designed to proactively listen to customer input and demonstrate our dedication to incorporating their feedback. Managers and executives meet passengers in stations and on platforms to listen to their concerns and hear their suggestions. The initiative also includes front-line operators meeting with passengers side-by-side with the management team. Our teams document customer input and ideas on improving service quality.

Digital sales channels by Limocar

We have accelerated the implementation of digital sales channels to allow easier access for our passengers. Today 30% of our sales come from our e-boutique. Based on passenger expectations, we will soon launch our app showcasing real-time information, status of the networks as well as special offers. Our efforts have been rewarded by the fact that 96% of Limocar’s customers recommend its service and we have seen a 10% increase in ridership in the first nine months of 2018.

Listening to our riders

Transdev’s proprietary customer feedback management program, Listen, is designed to record, respond and analyze customer feedback across multiple channels. Born from best practices of Transdev’s global operations and enriched with benchmarks from leading industries, Listen helps our teams and clients consolidate and centralize passenger feedback, manage the investigation process, respond with ‘plug and play’ pack of tools (library of standard response paragraphs), analyze feedback and provide useful, timely reporting of customer issues and trends.

Engaging with customers

Our Meet the Managers program is designed to proactively listen to customer input and demonstrate our dedication to incorporating their feedback. Managers and executives meet passengers in stations and on platforms to listen to their concerns and hear their suggestions. The initiative also includes front-line operators meeting with passengers side-by-side with the management team. Our teams document customer input and ideas on improving service quality.

Digital sales channels by Limocar

We have accelerated the implementation of digital sales channels to allow easier access for our passengers. Today 30% of our sales come from our e-boutique. Based on passenger expectations, we will soon launch our app showcasing real-time information, status of the networks as well as special offers. Our efforts have been rewarded by the fact that 96% of Limocar’s customers recommend its service and we have seen a 10% increase in ridership in 2018.

Achieve Your Vision for Mobility

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