Arriva, a leading European transportation provider, faced growing challenges with its payment journey.
As travelers increasingly shifted toward digital and contactless solutions, the existing payment system created unnecessary friction.
This ultimately led to frustration, longer transaction times, and inconsistent experiences across different transit networks.
TCXA was brought in to redesign the payment journey, ensuring a seamless, efficient process that met modern traveler expectations.
The transition to mobile payments and digital travel cards introduced complexities that impacted both customers and internal teams. Arriva needed a solution that:
Reduced customer frustration caused by inconsistent payment options across different regions.
Minimized delays by improving transaction speed and system reliability.
Ensured adoption of new payment methods without creating confusion or barriers for frequent travelers.
Without a structured payment journey, these inefficiencies risked lowering satisfaction, increasing complaints, and weakening long-term ridership loyalty…
TCXA restructured Arriva’s payment experience to create a smoother, more intuitive process.
Mapping the payment journey: We conducted a detailed analysis of traveler behaviors, identifying points of friction and moments where confusion led to drop-offs or service disruptions.
Optimizing digital payment integration: By aligning mobile payments and digital travel cards with existing transit workflows, we ensured a consistent experience across different locations.
Employee training & workflow enhancement: To support the new system, we worked closely with Arriva’s teams, ensuring staffwere equipped to guide travelers through the updated payment process.
Increased customer retention: The simplified payment experience reduced frustration, leading to higher repeat usage and improved overall satisfaction.
Higher transaction efficiency: Payment processing times were reduced, allowing for quicker boarding and a smoother passenger experience.
Reduced support inquiries: Clearer payment options and improved digital tools led to fewer customer service complaints related to payment issues.
By focusing on both customer experience and operational efficiency, TCXA helped Arriva modernize its payment system in a way that made travel more convenient while improving long-term traveler retention.
Optimizing operations starts with the right CX execution. Let’s make it happen—talk to a mobility expert today!
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