Cash No More: 47% of Mumbai bus commuters rely on apps to buy tickets

A recent survey conducted by the Internet and Mobile Association of India (IAMAI) in collaboration with Grant Thornton has found that bus commuters in Mumbai are increasingly using city travel apps to book their tickets.

The survey revealed that nearly 47% of bus commuters in the city now use these apps to book their trips, indicating a growing shift towards digital convenience.

The insight paper titled 'Connected Commutes 2024' highlights the critical role of online platforms in transforming urban mobility in Mumbai. It showcases 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.

The survey respondents underlined various motivations behind their decision to use city travel apps. A significant portion, 26%, emphasized the importance of a user-friendly interface. Another 27% prioritized access to up-to-date seat availability information. Approximately 21% of respondents valued accurate real-time bus tracking, while 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," said Dhruv Chopra, co-founder of Chalo Mobility Private Limited and member of the TravelTech Committee of the Internet and Mobile Association of India (IAMAI).

"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."

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.

These city travel apps offer numerous benefits to commuters and bus operators, including route optimization, decreased operational inefficiencies, and increased profitability. They enhance bus travel experiences with live tracking, easy online ticketing, and route-finding capabilities, leading to increased bus ridership and 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.