National Express Coaches have launched an initiative to offer M-ticketing solutions to their customers. The service is aimed at customers who are unable to get to an internet connection or who are too close to the date of travel to receive tickets in the post.

With mobile phone ownership at saturation, National Express have decided to use this channel in order to improve customer service.

Alan MacLean, Commercial Director of National Express commented “The situation is not ideal for either our customers or staff – the challenge has been to find a secure solution that enables an M-ticket to be sent to the customer’s phone prior to travelling, and yet is also easy to validate by our drivers.”

National Express turned to multi channel solutions specialists The Hub Communications Group to fulfil this solution. “We felt that The Hub offered the most innovative solution to our requirements, and moreover have the expertise to integrate their solutions across other multi-channel initiatives we are in the process of considering” says MacLean.

The Hub will provide and support distribution and reporting functionality for National Express m-tickets through the SMS capabilities of their existing mobile solutions.

As a passionately customer-centric organisation, Sam Rudder, The Hub’s CEO is excited about the prospect of creating a solution which can bring real value to National Express’s customers: “Most companies talk about giving the customer what they want and being customer centric. National Express are actually doing it and m-ticketing provides yet another example of allowing customer self-service to take place within their business model.”

The solution is due to be launched in mid-November.

About the Hub: The Hub Communications Group was formed in 1995. In the past nine years, they have completed over 140 projects for a wide range of blue chip clients including Vodafone, The US Embassy, Comet and Woolworths.

For further information please contact:
Caroline Candler, Campaign Manager,
Tel: 020 8560 9222 ext 240 Email:

Published on: 12:00AM on 29th October 2004