Credit card payment for on-board sales and new online sale system for the Historical and Panoramic Train
About this good practice
The train's online ticket sales platform aimed at facilitating access to information and purchase of the service for FGC customers, minimising face-to-face interaction in the purchase procedure, eliminating the need for FGC staff to be present in person and optimising sales management and telephone customer service procedures.
Previously, there were only physical points of sale (e.g., Lleida Tourist Office). With the online solution, customers do not have to travel to buy or collect their tickets. The whole process is online.
The solution consists of the implementation of an online platform that centralises the sale of tickets by individuals: purchase, payment and dispatch of tickets automatically. It is an adaptation of an existing platform on the market: EUROMUS.
The centralisation of sales makes it possible to know the occupancy of each train at all times, optimising the management of groups and agencies, as well as the use and allocation of seats for other customers.
At the beginning of each season, the calendar, prices and availability per tour are updated.
The main actors/institutions involved are mMainly FGC (Ferrocarrils de la Generalitat de Catalunya), which is the operator of the train line La Pobla de Segur-Lleida (one of the FTS of Catalonia, with two services: regular train with on-demand stops and touristic train). FGC is a public enterprise of the Government of Catalonia.
Resources needed
The amount of the performance contracted for the train line was around €6,000.
Regarding management, a commercial team of 2 people was needed.
Evidence of success
In the satisfaction surveys on the Historic Train services, FGC has found that the implementation of the new sales and customer service model has been well received, with 95% of customers rating it positively or very positively, and 93% were very satisfied with the service provided by FGC staff during the activity
Potential for learning or transfer
Contactless ticketing systems are an effective measure to reduce physical contact among passengers and between passengers and staff, as face-to-face interaction is minimised in the purchase procedure. At the same time, it carries the following advantages:
• Optimization of sales management and telephone customer service procedures: train line bookings were no longer made by telephone.
• It facilitates financial control and eliminates possible human errors in the management of payments.
• The centralisation of sales makes it possible to know the occupancy of each train at all times, optimising the management of groups and agencies, as well as the use and allocation of seats. This is also useful when occupancy needs to be strictly monitored (e.g., with COVID-19 pandemic).
• It makes the purchase process easier for the customer, as it is online and very simple.
However, it is important to keep physical point of sales for those users who cannot or do not know how to use electronic devices.
Further information
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