First Bus, provided by FIRSTBUS, is a comprehensive mobile app designed to enhance the bus travel experience of millions of UK travelers. It’s an app that does it all, from planning the journey to tracking buses in real time and mobile ticketing, with the aim of making public transport more convenient, accessible, and efficient.

First Bus packages many features together under one roofing without the need for each to have ticketing and journey-planning apps. One can plan bus trips door-to-door from point to point, from start to finish, by looking up destinations and receiving concise options of routes complete with step-by-step instructions. Such door-to-door journey planner is of great help to both working professionals and frequent travelers to get to workplaces or destinations faster and in a hassle-free manner.

Its live bus tracking function is one of the highlighting features of the app. With the help of real-time information, the app shows the map with current locations of buses and the number of time left for their arrival, so a user can see the distance to his or her bus and the time of its arrival. This functionality reduces waiting times and uncertainty because passengers are able to schedule their arrival at bus stops more precisely. Apart from that, the app also shows real-time details of bus capacity, i.e., number of seats and wheelchair spaces, which comes in very handy in peak hours or due to COVID-19 safety measures. Capacity tracking keeps passengers from taking unnecessary chances in boarding the same bus, particularly if it involves dealing with overcrowding and discomfort.

First Bus makes ticket purchase easy. Passengers can purchase mTickets (mobile tickets) directly from the app without cash and paper tickets. Using the app, users can pay with a number of payment methods such as Visa, Mastercard, PayPal, Google Pay and Apple Pay to make payments easy and secure. Some of the tickets are also relatively cheaper when purchased through the app. Tickets are safely stored on the phone and scanned when getting on, which makes boarding easier. The app also allows one to gift tickets to youths or kids and allows ticket transferring in the event of losing the phone.

First Bus is well-performing on both app stores, with over 1 million installs and 67.9K reviews at Google Play, where it averages 4.6 stars. On the Apple App Store, too, it has seen 164.4K ratings and has a high 4.6-star average, a fact that testifies to bulk users’satisfaction.

1. Live tracking of buses in real-time on a map

2. Door-to-door route planner with easy route choice

3. Mobile ticket purchase with secure payment alternatives

4. Live seat and wheelchair space availability information

5. Favorite stops, routes, and locations saving

6. Gift and transfer ticketing for convenience

7. Support for numerous regional transport operations

Pros:

1. Single comprehensive app bringing together planning and ticketing

2. Capacity and live bus locations increase travel options

3. Flexible and contactless payment methods

4. Mobile tickets eliminate paper tickets and cash

5. Saved routes provide user convenience

6. Tracking wheelchair space accommodates accessibility

Cons:

1. Journey planner and ticket purchase are not integrated, leading to confusion

2. Tickets must be activated within 10 minutes of being used, eliminating flexibility

3. App does not always detect ticket scanning in real-time

4. Crowding could cause delays and ticket activation problems

5. App instability and occasional incorrect bus times are reported by some users

User feedback on First Bus is unfavorable but captures both its positive and negative aspects. The majority of users appreciate being able to have live bus tracking and mobile ticketing from a single application and claim it is convenient and hassle-free to use compared to having to carry cash or paper tickets. That live information of the buses’ positions and space on board is applauded for facilitating travelers to make smart decisions, especially during rush hour or full buses.

Criticism is fierce nonetheless. Several users are perplexed by the separation of journey planning from ticket booking within the application because the planner is not actually linked to the relevant ticket options. The separation may lead to travelers buying incorrect tickets and facing issues on board. The requirement to activate tickets on the verge of boarding is also recognized as problematic, especially where buses are crowded or delayed, prompting some to delay activation and leading to further delays. Additionally, the app sometimes fails to refresh ticket use upon scan, creating uncertainty on ticket validity.