A smarter way to handle season ticket changes
An sTicket is the digital equivalent of a paper season ticket, delivered as a secure barcode held in your mobile app. It serves as an alternative to the paper season ticket in the same way an eTicket replaces a single or return paper ticket. Once purchased, the sTicket appears instantly; no printing, no post, no ticket office queues.
Under the National Rail Conditions of Travel, customers are entitled to a changeover on their season ticket. This means they can change the origin or destination stations because they’ve moved house or changed jobs, or switch to a different class of travel or fare route. The new ticket might lead to them paying more or being refunded, so this difference is calculated pro-rata using prices applicable at the original time of purchase. The customer can make multiple changeovers during their season ticket’s validity.
Traditionally, this has required customers to visit a ticket office and sometimes come back after the complex calculation has been done, or to contact customer services. Manual season ticket changeovers were inconvenient to customers, costly to administer, and not widely known about. We therefore designed an industry-leading automated solution for Southeastern that brought season ticket changovers into the digital era.
Instant updates
Changeovers are processed in real time. The new sTicket appears immediately in the app, eliminating any delays for customers.
Accurate calculations
Automated calculations ensure customers pay exactly what they owe (or receive the correct refund) when making their changeover. Manual calculation errors are eliminated.
Convenience and cost savings
Passengers avoid queues and paperwork, whilst operators reduce the workload on their customer services and have a viable alternative for functions previously only possible at ticket offices.
OnTrack Retail’s digital changeover functionality integrates directly into the app we can provide you with.
1. Seamless app workflow
2. Real-time calculation engine
3. Instant issuance
4. Assistance via CSUI
Map changeover rules; UX flows; API connections to season ticket and pricing databases
Build front-end UI and back-end calculation and payment/refund services
End-to-end QA; regression testing; industry accreditation process
Go-live in production; 24/7 monitoring; customer service agent briefing
