Case Study: Large-Scale Transit Authority achieves reliable fare processing and improved network visibility with NETSCOUT

Large-Scale Transit Authority Tracks Train Fare Processing Issue With NETSCOUT

A large North American transit authority that moves more than 175 million rail and 120 million bus passengers annually faced a two‑month, intermittent failure preventing riders from automatically reloading smart fare cards at station kiosks. The outage caused travel delays, increased manual fare handling and revenue risk, damaged public perception, and defied internal troubleshooting due to limited application and packet‑level visibility.

The IT team deployed NETSCOUT’s nGeniusONE with InfiniStreamNG appliances and PFOS to capture and analyze packet data, which pinpointed a single router blade dropping a few packets per million and causing the payment failures. Resolving the fault restored reliable fare processing, recovered rider trust, reduced manual work, and prompted broader deployment of NETSCOUT visibility tools and dashboards to improve ongoing service assurance.