Conclusion

The survey explored usage of and views on smart and integrated ticketing for public transport in Scotland. 1,029 people responded to the survey, and 1,011 had used public transport in Scotland in the year prior to this. The most frequently used mode of public transport was bus or coach. The survey respondents are not a representative sample, and this should be taken into account when considering results.

The results highlight the importance of ensuring that any smart or integrated ticketing is accessible to all, regardless of personal characteristics such as location or age. Those living in remote areas expressed enthusiasm for using integrated tickets and smart payments, but the response was stronger in urban, large city and accessible areas. Respondents in remote areas were also more likely to use paper timetables and maps for journey planning than people in other areas, although a majority of respondents from remote areas still preferred to use online mapping services to plan journeys.

Most respondents had made multi-modal and multi-operator journeys in Scotland in the year before the survey. The majority of those who had made a multi-modal journey (86%) but had not used an integrated ticket for these trips. A large majority expressed interest in using an integrated ticket in future, especially if they offered good value for money, and were readily available and easy to use.

The most frequently used ticket type overall was a paper ticket bought by contactless payment. In the next 12 months, respondents would like to use digital tickets and contactless payment using tap-on (tap-off) systems. People aged 60+ were more open to using paper tickets than other age groups.

Respondents were familiar with integrated and smart ticketing used in other parts of the UK and around the world. These systems appealed to them because they worked across modes and operators, and included capped or flat fares that were standardised across operators.

Less than half of those who had used a smartcard before taking the survey were aware that they were interoperable, but many people expressed an inclination to use them in this way in future.

The majority of those who had used the National Concessionary Travel Scheme would be satisfied to continue using their National Entitlement Card. However, even though access to digital payment technologies decreases with age, a majority of respondents from across the age groups would also like to access the scheme via mobile apps/smartphones, particularly those from large cities and urban areas.

More disabled people would like to use wearable technology than non-disabled people to access the National Concessionary Travel Scheme, and a majority of disabled users would like to use a National Entitlement Card or mobile apps/smartphones. This result demonstrates the importance of ensuring that tickets are available in formats suitable for the range of people’s requirements.

Most respondents used transport providers’ websites to find public transport travel information, and 11% of respondents were aware of the MaaS pilots running in Scotland in 2023. Respondents showed interest in using journey planning websites or apps, especially if these gave timetables, information on fares and availability, real-time information and live disruption alerts.

In summary, respondents generally expressed enthusiasm for simplicity, with having one ticket or system that would work across modes and operators, and provide good value for money. They would prefer to use digital tickets, or contactless payments. Whatever the format, the tickets should be easy to use, reliable, and accessible.