Addressing No-Show Challenges in Tasmania's Free Public Bus System

The introduction of free public transport in Tasmania has led to a significant surge in bus usage, but it has also resulted in a troubling rise in no-shows for reserved seats. Kinetic, the operator of intercity bus services connecting Hobart, Launceston, and Devonport, is tackling this issue with a new reminder system aimed at encouraging passengers to cancel bookings if their plans change.

Since the policy took effect in March 2023, Kinetic has recorded a 20% increase in ridership. However, this jump in popularity has been accompanied by a notable increase in unused reservations, which Kinetic Group CEO Michael Sewards described as a "significant issue" for travelers aiming to utilize the service.

Passengers like Christer Osbeck, who frequently travels to visit family, have expressed frustration over the empty seats left by no-shows. Osbeck noted that while the free fares make bus travel an attractive option, it is regrettable that some travelers miss out due to others not showing up. "It’s a bit sad, some people want to book it and can’t," he said, adding, "I always book ahead of time; a week maybe. I’ve never missed out."

To combat the increasing number of no-shows, Kinetic has been trialing a reminder system that alerts passengers via text and email 48 hours before their departure. This initiative has shown promising results, with nearly 10% of recipients choosing to cancel their bookings during the two-week trial on the Hobart-Launceston route. The company reports that there has also been a noticeable decrease in standby queue usage at transit centers, allowing more travelers to secure a seat on the bus.

Following the success of the trial, Kinetic plans to implement the reminder system statewide. Despite this improvement, Sewards acknowledged that some reservations remain unused, and the company will continue to monitor booking patterns. If the problem persists, they may introduce a policy requiring passengers to confirm their bookings to retain their seats.

Transport Minister Kerry Vincent has praised Kinetic's efforts to address the no-show dilemma, acknowledging the pressure that free fares have placed on the system. He noted that while the SMS system is proving effective, the government is currently reviewing its transport ticketing plans, originally set to launch with a new smart ticketing system by Cubic, which has been put on hold as officials evaluate the impact of free fares. Public transport in Tasmania is slated to remain free until June 20, 2027.

Source: www.abc.net.au