The way online ticketing is transforming travel in Bangladesh

For many of us in Bangladesh, the mere thought of securing a travel ticket used to invoke images of long queues, uncertain waits, and a general sense of dread. Not too long ago, I remember hearing stories from my relatives in Tangail, a region that experienced railway access after the construction of the Jamuna Bridge. While this brought progress, the reality of getting a train ticket, especially for journeys to Dhaka or the north, remained a significant hurdle. The railway station's location on the city's edge only amplified the struggle.

The whispers of limited ticket allocations and the dominance of black marketeers were commonplace. Even paying extra money didn't guarantee a seat on the desired train. But like the turning of a page, things began to shift in 2023, with a remarkable 71% of railway tickets transitioning to online sales. 

Now, imagine the ease – residents in areas like our very own Kamalapur can plan their trips and even book air-conditioned seats on the Silk City Express from Rajshahi a full week in advance, all from the comfort of their homes. For train enthusiasts, the joy of securing a ticket without the previous hassle is a welcome change. And this digital wave isn't confined to trains alone. 

The evolution of bus ticketing: From phone calls to seamless apps

I recall the days when booking a bus ticket involved repeatedly calling the reservation lines of major bus companies, often met with busy signals and frustration. Today, the landscape has dramatically changed. User-friendly apps and websites have emerged, smoothing out this once-tedious process. The biggest relief? The uncertainty surrounding ticket availability has largely vanished. 

Now, at any hour, even late at night, one can check real-time seat availability for specific buses on chosen dates and instantly purchase tickets via MFS or credit and debit cards. And if plans change, cancellation options are there in a conspicuous place on the apps, a far cry from the previous complexities.

The Eid travel revolution: Farewell to dawn queues

For many of us, the annual home pilgrimage for Eid used to be marked by an arduous battle for tickets. The memories of standing in seemingly endless lines after Iftar, waiting until the first light of dawn, only to potentially return empty-handed, are still vivid. The chaotic scenes at crowded counters were an unfortunate reality. But the advent of online ticketing has been nothing short of a blessing, eliminating these painful challenges and ushering in a more peaceful and organised travel experience for everyone.

Empowering women through e-ticketing: A boost to independence

Perhaps one of the most significant impacts of e-ticketing has been felt on women's lives. For many, especially single mothers or those travelling alone, the simple act of physically going to ticket counters presented a near-insurmountable obstacle. E-ticketing has shattered these barriers, empowering women to book their journeys with ease, significantly enhancing their mobility and fostering greater independence.

The numbers speak: The impressive growth of online ticket sales

The adoption of online ticketing is not just a convenience; it's a rapidly growing trend backed by impressive numbers. Since 2020, online ticket sales have seen an annual increase of 20%. Currently, a remarkable 70% of train tickets and over 20% of bus tickets are purchased online, a stark contrast to the less than 5% for buses just four years ago. Projections indicate that by 2026, a staggering 76% of all inter-district travel tickets (train and bus) will be sold online.

Driving this growth is the increasing tendency to book tickets well in advance, often at least seven days prior to travel. Consequently, high-demand routes like Dhaka-Cox's Bazar, Dhaka-Sylhet, and Dhaka-Chattagram frequently sell out quickly.

Industry sources reveal that collectively, online platforms now facilitate the sale of over 10 million tickets monthly across buses, trains, launches, and planes. During the peak Eid season, this figure surges to an astounding 160,000 tickets daily. The preferred modes of payment are overwhelmingly digital, with mobile banking and bank cards accounting for 70% of all ticket transactions.

Leading the charge is Shohoz.com, a prominent platform responsible for 40-50% of all online ticket sales. Partnering with over 100 bus operators, Shohoz typically sells 80,000 to 90,000 bus tickets each day, with numbers soaring during the festive period of Eid.

Beyond convenience, online ticketing has also proven to be a powerful tool in combating fraud. Shohoz's system alone has detected and blocked over 50,000 fraudulent ticket reservations, with continuous blacklisting of accounts exhibiting suspicious transaction patterns.

However, despite the widespread success, some challenges remain. Many of us have experienced system overloads during peak times, making it frustratingly difficult to secure tickets. An official from Shohoz.com acknowledged this, explaining, "Passengers frequently report difficulties in obtaining tickets, especially for high-demand routes during weekends and holidays." 

"Our data shows that around 15,000 tickets for routes like Dhaka to Cox's Bazar, Sylhet, and Rajshahi are often reserved within the first 30 minutes. While our system is designed to handle over 50 million concurrent users, these peak hours do strain the platform, leaving some passengers without tickets. We are continuously working on upgrading our system to enhance service quality."

Transport experts view the widespread adoption of online ticketing as a significant step forward in the digital transformation of Bangladesh's transport sector. They recognise its potential not only to enhance convenience but also to promote efficiency, transparency, and security, ultimately saving us both time and money while eliminating the need for those dreaded long queues. Experts emphasise the ongoing need to strengthen these platforms with advanced technology and user-friendly interfaces, including the implementation of robust network systems to manage increasing demand, especially on popular routes.

The perspective of service providers: Embracing the digital future

From the perspective of service providers, the positive reception of e-ticketing in Bangladesh has been encouraging. While the business model continues to evolve, many startups in this space are optimistic about its long-term viability.

Service providers have noted that the adoption of e-ticketing is not yet universal. Many long-distance bus services, particularly those operating from terminals like Mohakhali in Dhaka, still rely on traditional methods. Even those that have embraced online systems often don't sell 100% of their tickets digitally, with some companies limiting e-ticketing to their own websites. 

Currently, online ticket availability is strong for routes to and from Dhaka to most districts, but accessibility for inter-district travel outside Dhaka or at the upazila level remains limited. Service providers believe that as service quality continues to improve, public acceptance and adoption will naturally follow.

On a positive note, the rise of online ticketing has also spurred improvements in service quality. Bus companies are increasingly recognising that passengers booking online expect a higher standard of service, leading to more comfortable and reliable travel experiences.

Shohoz further elaborated on the transformative impact of digital ticketing on bus operations. Improved management capabilities allow them to better anticipate passenger demand, deploy additional buses on high-demand routes, and effectively prevent issues like double booking and fraud. For us, as passengers, this translates to easier cancellations and refunds, adding another layer of convenience.

Impact on lifestyle and new opportunities: Beyond just tickets

The digital age, with e-ticketing as one of its many facets, is undeniably reshaping our lifestyles. While technological advancements may lead to the displacement of some traditional jobs, they also pave the way for new opportunities. The growth of e-ticketing, for instance, has reduced the need for physical ticket sellers at bus counters but has simultaneously created employment within the burgeoning e-ticketing organisations.

Just as mobile financial services (MFS) have revolutionised financial transactions and empowered individuals, particularly women in remote areas, by fostering entrepreneurship and economic independence, e-ticketing is similarly reshaping our travel habits and possibilities. Every technological shift carries economic, social, and psychological dimensions.

Bangladesh, a land interwoven with rivers, once heavily relied on waterways for transportation. While the development of railways and roads brought progress, travel often remained a challenging endeavour. While these difficulties have lessened, the collective memory of those struggles persists.

E-ticketing has been particularly liberating for those of us living between district or upazila headquarters, eliminating the added complexity of securing tickets. Furthermore, the integration of online hotel bookings has further reduced the uncertainties associated with travel. The ability to book both transport and accommodation from anywhere is encouraging more people to explore, positively impacting the tourism sector, as evidenced by the recent surge in travel.

Further scope of expansion

E-ticketing should seamlessly integrate into our daily lives, much like ride-sharing services have. It should be readily available for intra-city travel as well. While the government has taken commendable steps, private companies can play a vital supporting role in making intra-city travel more convenient.

Simplification of the service, using the Bangla QR codes to enhance accessibility, is a call of the time. Reaching all segments of society and building customer trust by proactively addressing concerns and resolving complaints is highly necessary.

To ensure the sustained success of e-ticketing, a robust IT infrastructure, particularly reliable digital connectivity in rural areas, is paramount. Offering incentives for early bookings could further encourage the adoption of e-ticketing. Additionally, incorporating voice and touch technology would make the service more accessible to the elderly, individuals with disabilities, and those less familiar with technology.

Transport companies' perspective

Initially, transport companies in Bangladesh exhibited some hesitation towards adopting digital ticketing. However, with time, they have come to recognise its tangible benefits, including improved seat management, enhanced operational efficiency, and a significant reduction in fraud. These advantages are now driving a greater shift towards digital systems.

Looking ahead, transport companies see considerable potential for growth in extending digital ticketing to rural areas, encompassing buses operating on district-upazila and inter-district routes beyond Dhaka.

Transport experts widely commend the extensive growth of online ticketing as a powerful example of digital transformation within Bangladesh's transport sector. Its impact extends beyond mere convenience, fostering efficiency, transparency, and security in our travel experiences. By saving us valuable time and money and eliminating the burden of long queues, this system has fundamentally revolutionised how we travel.

Experts continue to emphasise the importance of strengthening these platforms through the integration of advanced technology and the development of user-friendly interfaces. They also underscore the necessity of robust network systems to effectively manage the ever-increasing demand, particularly on high-traffic routes.

A critical point highlighted by digital ticketing platforms is the indispensable need for uninterrupted internet connectivity, especially in rural and remote areas. Without reliable connectivity, extending the benefits of this service to all corners of the country remains a significant challenge. Furthermore, fostering seamless partnerships with smaller transport companies is crucial for achieving broader adoption and further growth.

In conclusion, the e-ticketing revolution in Bangladesh is a powerful testament to the transformative potential of technology in our lives. By proactively addressing existing challenges and embracing continued innovation, we can collectively build a more efficient, inclusive, and modern transport system that benefits every citizen.

Protik Bardhan is a senior sub-editor at the Daily Prothom Alo. 

Disclaimer: The views and opinions expressed in this article are those of the author and do not necessarily reflect the opinions and views of The Business Standard.