Case Study: National Express Bus boosts ridership with Masabi mobile ticketing

National Express Bus - Customer Case Study

National Express Bus, one of the UK’s largest bus operators, needed a better ticketing experience for its many student passengers. Existing paper and smartcard options were slow, manual, and inflexible, forcing students to visit travel shops, wait for cards to arrive, or pay onboard with exact change. Masabi was brought in to help modernize this with its JustRide end-to-end fare collection platform and mobile ticketing technology.

Masabi deployed the solution in just 7 weeks, enabling passengers to buy tickets anytime through the National Express West Midlands app instead of queuing or handling cash. The rollout expanded beyond student passes to include additional ticket products, and the impact was strong: more than 1 in 5 passengers now use the app, and a survey of 186 users found that 55% were taking the bus more frequently because of mobile ticketing. Passengers also rated the app 7.5 out of 10, confirming broad adoption and positive feedback.

National Express Bus

Daljit Kalirai

Head of Sales