Passenger Knowledge Base

Ticket Sales 12

• Add or edit Ticket Coverage/Zones
• Featured Tickets (Formerly Root Level Tickets)
• Fixed date tickets
• How long do users have to activate a ticket?
• How To Limit The Total Number of Sales of a Fixed Date Ticket

View all 12

Ticket Gifting 2

• Refunding a ticket which has been gifted
• Step by step guide to gifting a ticket

Using Active Tickets on Vehicles 3

• What to do when the ETM QR system fails
• Can a customer use a mobile ticket without internet connection?
• What should I do if the app says "Ticket unavailable" or shows the wrong countdown?

Activating Tickets 2

• What happens to tickets when the clocks change?
• Flexible tickets and activation schedules (e.g. off-peak)

Refunds and Disputes 2

• Managing disputed payments
• Refunding a payment

Purchasing Tickets 5

• How can customers manage their payment methods/cards in the app?
• How can I locate a missing ticket?
• How can I resend a payment receipt?
• Why customers appear to be charged when their payments are not successful
• Why is a customer's payment not being accepted or card not being added to an account?

Accounting and Revenue 2

• How do I create a revenue report?
• What is the ticket "Reference"?

Discount Codes 1

• How do I create a discount code?

FAQ 3

• How do I update app terms and conditions?
• What are iOS Extensions?
• What are the supported mobile operating systems for my mobile app?

Demo Apps 2

• How do I buy tickets in a test build?
• Demo Apps, Apple Pay, Google Pay and Pass Suppression

Analytics 1

• How do I access app download statistics and usage metrics?

Payments 0

FAQ 3

• How do I complete my PCI validation documents?
• How do I escalate customer app issues to the Passenger team?
• What is Passenger Academy?

FAQ 3

• Supported Web Browsers
• Managing website DNS with Cloudflare
• How do I trigger Google Tag Manager when the user has consented to cookies?

Customer Accounts 8

• How do I change a customer's email address?
• How do I deactivate Login Lock on a user account?
• How do I delete a customer account?
• How do I reset a customer's password?
• How does Login Lock (formerly user banning) work?

View all 8

FAQ 14

• Best practice for web address URLs
• How do I add links that can jump to elsewhere in a page?
• How do I add Related Content to the Service Listings page?
• How do I make my website content accessible?
• How do I make the most of Reward content?

View all 14

FAQ 3

• How long does it take for changes made in Passenger Cloud to appear in websites & mobile apps?
• What are the Passenger Cloud administrator account types?
• Where can I get good photography and illustrations?

FAQ 2

• Requesting Passenger Cloud Access for New Staff
• Staff Roles on Passenger Cloud

FAQ 2

• How to invite users to manage business accounts
• Switching between business accounts in the Travel Portal

TransXChange guide 8

• Introduction to TransXChange
• Producing TransXChange Datasets
• Supported & Unsupported TransXChange
• External Identifiers
• Validating TransXChange

View all 8

Managing lines 6

• Introduction to managing lines
• Populating line description and detail
• The line list
• Making line colours accessible
• Linked lines

View all 6

Managing stop data 3

• Introduction to managing stop data
• How stops are imported
• Updating NaPTAN

Managing journey data 11

• Introduction to managing journey data
• Operating Profiles
• Serviced Organisations
• Holidays
• Days of Non Operation

View all 11

Managing journey cancellations 3

• Introduction to managing journey cancellations
• Guide to cancelling journeys
• Cancelled Journeys & Changing Datasets

Managing disruptions 3

• Introduction to managing disruptions
• Alert types
• Causes and Effects

Managing operator code migrations 3

• Introduction to managing operator code migrations
• Operators within Passenger
• Migration to your national operator code

Network Changes 1

• Planned Network Changes

Managing departure boards 4

• Introduction to managing departure boards
• Destination names
• Cancellations
• Definitions

Managing real-time vehicle data 5

• Introduction to managing real-time vehicle data
• Managing vehicles
• How vehicle data is displayed in Passenger
• Managing vehicle monitoring subscriptions
• Managing vehicle activity

Editing OpenStreetMap 3

• Introduction to Editing OpenStreetMap
• Contributing to OpenStreetMap
• Importing updates to OSM

Location search 3

• Introduction
• Dataset Stops
• Open Street Map

Improving journey plans 4

• Introduction to Improving Journey Plans
• Identifying schedule issues
• Identifying routing issues
• How we handle inconsistent tagging

Ticket Verification 5

• How do I verify a student or child account?
• How does a customer re-upload/change a selfie?
• How should tickets be verified by drivers/inspectors?
• Verification locations and requirements
• What happens if the customer's ticket is displaying the wrong boarding code?

On-Bus Fares (NeTEx fares) in Journey Planner 5

• Introduction to On-Bus fares in Journey Planner
• Uploading On-Bus Fare Products in Journey Planner
• Managing On-Bus Fare Products in Journey Planner
• Previewing Fare Datasets in Journey Planner
• Publishing Fare Datasets in Journey Planner

Mobile Tickets in Journey Planner 5

• Introduction to Mobile Tickets in Journey Planner
• Ticket Coverages in Journey Planner
• Excluding Lines or Operators from a Ticket Coverage
• Removing Mobile Tickets from Journey Planner
• Previewing Mobile Tickets in Journey Planner