47% Commuters use Apps to book bus tickets in Mumbai: Survey

Mumbai, India: Bus commuters in India’s most populated city, Mumbai, are increasingly going online for booking their tickets. A recent survey conducted by the Internet and Mobile Association of India (IAMAI) in collaboration with Grant Thornton has revealed that nearly 47% of bus commuters in Mumbai now use city travel apps to book their trips, highlighting a growing shift towards digital convenience.

The survey contained in an insight paper titled ‘Connected Commutes 2024’ highlights the critical role of online platforms in transforming urban mobility in Mumbai, showcasing how the growing use of bus travel apps contributes to sustainable urban development and efficient, eco-friendly city commuting.

The survey, which engaged over 1400 participants, delves into the awareness and utilization of bus tracking features in mobile apps. By integrating GPS technology and real-time data analysis, these applications allow users to monitor their buses, reduce wait times, and enhance travel planning. This functionality not only improves the visibility and predictability of bus services but also boosts user trust in public transportation by enhancing reliability and overall user experience.

Indicating a growing consciousness about the benefits of going online, respondents to the survey underlined various motivations behind their decision:

• Ease of Use: 26% of commuters emphasized the importance of a user-friendly interface.

• Real-Time Seat Availability: 27% prioritized access to up-to-date seat availability information.

• Real-Time Bus Tracking: 21% valued accurate real-time bus tracking.

• Customized Tariff Plans: 12% sought personalized tariff options.

“The findings of ‘Connected Commutes 2024’ underline the role of city travel apps in transforming urban bus travel, delivering substantial benefits to commuters, the environment, and the economy. By fostering strategic partnerships and driving continuous innovation, these apps are poised to significantly improve urban mobility, making public transportation a more practical, sustainable, and hopefully a default choice for millions.” said Dhruv Chopra, co-founder, ChaloMobility Private Limited and member of theTravelTechCommittee of the Internet and Mobile Association of India (IAMAI).

City travel apps have revolutionized the ticketing process with digital pass systems, offering users a seamless and contactless way to purchase and manage tickets. Transitioning from traditional paper-based tickets, digital passes provide hassle-free boarding and eliminate the need for cash transactions.
The Brihanmumbai Electricity Supply and Transport Undertaking (BEST), in Mumbai has been at the forefront of this digital revolution, with its live tracking app amassing over 6 million downloads in less than two years since launch.

City travel apps offer numerous benefits to commuters and bus operators, including route optimization, decreased operational inefficiencies, and increased profitability. These apps enhance bus travel experiences with live tracking, easy online ticketing, and route-finding capabilities, which lead to increased bus ridership contributing to reduced road congestion and lower infrastructure costs. They also boost local business patronage along bus routes and reduce reliance on private vehicles, leading to lower carbon emissions and promoting cleaner, healthier urban environments. Despite some concerns about convenience fees and app performance, a significant portion of respondents reported a positive experience with city travel apps.