HSL received 35,000 answers to two surveys on new ticket types and zones

In March, HSL asked for customers’ views on new types of ticket and alternative zone models. We received a total of some 35,000 answers to both surveys. We would like to thank everyone who took the survey!

People’s travel habits and needs have changed, which is why HSL is looking into ways of introducing new ticket types alongside single and season tickets. Moreover, we are also examining the zone model and pricing principles. We want to determine whether the current ABCD model is the best possible option or whether it could be refined further.

Understanding and listening to our customers forms the backbone of our services. Since spring 2021, we have developed new ticket types and zone models in cooperation with our customers, stakeholders and decision-makers. The customer insight that we have gained at different stages of the process has shaped the various models and pricing, and the best identified models were selected for the extensive survey that was conducted in March.

Customers were pleased with the new ticket types proposed in the survey. The survey included multi-journey tickets, capping and group tickets. Of all the zone models, the flat fare system was ranked the highest. Respondents thought that the flat fare system is clear, simple and equal.

Respondents’ opinions are usually affected by their travel needs, meaning that they evaluate new ticket types and pricing from their own personal viewpoint. Additionally, respondents are of the opinion that the pricing model should be fair and the zone model clear and simple. Respondents’ views are strongly affected by the zone in which they live. Those living within zones A and B are considerably more critical of the presented models compared to the respondents living within zones C and D. Apart from the flat fare system, the opinion was divided against and in favour of the new zone models based on whether the price of the respondent’s ticket increases or decreases.

HSL’s goal is to find a pricing model that enables us to reach an income level of EUR 400 million in 2025 and that is also the most effective model to promote the use of sustainable means of transport. Ticket revenue from all the models that were examined is the same. If the prices of long-distant journeys are lowered, the share of sustainable means of transport will increase the most. In that case, the more affordable prices will encourage people to travel long distances by means of public transport instead of their own car.

In addition to the wishes from customers, the new system must also account for the impact it will have on ticket revenue, municipal funding and the popularity of sustainable means of transport.

HSL’s Executive Board will circulate the zone models to HSL’s member municipalities for comments in June. Once the Executive Board has received comments from the municipalities, it will make a decision on the zone model between September and October 2022. In addition, a decision on the possible new ticket types to be piloted will be made next fall. If a decision is made on changing the zone model, it could most likely be introduced in 2023 at the earliest. If the new zone model is significantly different from the current one, it would most likely take effect during 2024.

Read more about the new ticket types and zones