As the new school and work year approaches, travel habits shift: commuting resumes, students return to transport networks, ridership increases, and information requests multiply. This is also a time when passengers expect reliable, accessible information delivered at the right moment.

But in 2026, one question remains: which channels should you prioritize to effectively inform your passengers?

Websites, mobile apps, push notifications, SMS, QR codes at stops... Should you choose one channel over another? The answer is simple: there is no longer a single channel capable of meeting every need.

The challenge is no longer about choosing, but about offering a consistent and complementary passenger information strategy.

Not all passengers have the same habits

A student checking upcoming departures on their smartphone has different expectations than an occasional traveler planning a trip on their computer or a regular commuter wanting to be alerted about service disruptions.

Today, passengers expect to find the same information, regardless of the device they use:

• Real-time schedules;  

• Service disruptions;  

• Multimodal routes;  

• Fare information;  

• Services available in the area.  

Multiplying touchpoints therefore allows you to meet a variety of needs without complicating the passenger experience.

The website: the essential gateway

The website remains the first place people turn to discover a transport network or plan a trip.

Accessible without downloading and viewable from any device, it serves as an essential access point for passenger information.

At the start of the season, it plays a particularly important role for:

• new network users;  

• students and occasional travelers;  

• people looking for practical information before their trip.  

A mobile-first website also ensures an optimal experience on smartphones, which have become the primary device used for checking traveler information.

The mobile app: your daily companion

For regular commuters, the mobile app offers a smoother, more personalized experience.

Key features include:

• receiving notifications in the event of disruptions;  

• quick access to favorite schedules and routes;  

• checking real-time information;  

• booking certain mobility services;  

• purchasing or validating tickets when these features are available.  

The app thus becomes a true daily mobility companion, especially useful during peak periods like the back-to-school season.

Push notifications and SMS: timely information

When it comes to traveler information, timing is just as important as content.

A disruption reported several hours after it occurs loses much of its value.

Push notifications and SMS allow for targeted, immediate communication with the affected travelers:

• scheduled maintenance;  

• line disruptions;  

• schedule changes;  

• ad-hoc network updates.  

These channels are particularly effective for maintaining a direct connection with users without requiring them to actively search for information.

QR codes at stops: immediate access to information

The QR codes at stops meet a simple need: quick access to information without having to download an app.

In just a few seconds, passengers can check:

• upcoming departures;  

• schedules;  

• any service disruptions;  

• information specific to their stop.  

This solution is an excellent complement to other information channels, especially for occasional travelers or tourists.

In 2026, omnichannel is the standard

The real challenge is not determining which channel is best, but how to make them work together.

A high-performing transport network today is capable of broadcasting the same information across all its platforms, without duplicate entry or the risk of inconsistency.

Passenger information thus becomes:

• more reliable;  

• more accessible;  

• more responsive;  

• easier for operational teams to manage.  

Effective communication is, above all, about consistency

By the start of the 2026 school year, passengers will expect information to be available everywhere and at any time.

Websites, mobile apps, push notifications, SMS, and QR codes are not mutually exclusive: they serve complementary purposes. Investing in an omnichannel strategy allows you to reach every type of traveler while simplifying the management of the information provided.

At Cityway, we believe that effective passenger information relies first and foremost on centralizing data and distributing it consistently across all channels. Because keeping passengers informed means giving them the peace of mind they need to travel.

Looking to develop your omnichannel strategy?