National Express and Ridango have been shortlisted as finalists in the Best Passenger Experience Initiative category at the Transport Ticketing Awards 2026.
The shortlisted project reflects how National Express has integrated passenger communication into live service delivery using Ridango’s data intelligence platform, linking it directly to ticketed journeys so passengers receive timely, relevant information while they are travelling, rather than only after the journey has finished.
Onboard SMS feedback and ticket-linked messages now feed directly into the day-to-day work of operational and contact centre teams, so issues raised during a journey are visible while the service is still running. Safety-related messages are identified quickly, and when disruption affects a ticketed journey or an onward connection, passengers can be contacted early with clear, practical information. An automatic acknowledgement confirms that the message has been received, while staff use live service and ticketing details to provide accurate, informed follow-up.
Ridango has worked with National Express over the years to become a business critical solution for our Operations, Customer Service, Finance and Commercial Team. This solution enables the customer team to respond and interact with customers in real time. Ensuring National Express provide the best possible customer service.
Ian Williams, Systems and Performance Manager, National Express Ltd
Together, this provides a practical example of ticketing and operational teams working together to keep passenger information clear and consistent across a complex, multi-operator network.
The Transport Ticketing Awards ceremony will take place on 17 March 2026 in London, celebrating innovation across the transport and ticketing industry.
