Project overview
We’re updating our ticketing and reservation systems to improve the customer experience when buying tickets and booking vehicle reservations. The types of tickets we offer and how vehicle reservations work aren’t changing. However, the tools for buying tickets and booking reservations will be upgraded to a more modern platform with new features, like tap-to-pay.
In addition to the customer tools, we’re also upgrading the technology and hardware our terminal employees and customer service team use to sell and redeem tickets and manage vehicle reservations. While customers won’t see these internal upgrades, they are critical to launching a secure, stable, and reliable ticketing and reservations system.
What to expect
- A modern, more user-friendly experience when buying tickets and making reservations
- More ways to pay – including tap to pay with Google Wallet and Apple Pay
- New self-service kiosks at terminals for purchasing tickets
- Faster lines at terminal ticket booths with upgraded hardware and technology
- No changes to the types of tickets we offer
- No changes to vehicle reservation rules and no-show fees (Port Townsend/Coupeville and Anacortes/San Juan Islands routes)
Until the new system is launched, customers can use our current online tools for buying ferry tickets and booking vehicle reservations.
Customer engagement
We'll demonstrate the new systems with customers through public meetings, as well as in-person visits at terminals and on vessels. We also plan to provide recorded tutorials as we progress through the project’s completion. Leading up to the launch on the Port Townsend/Coupeville route, we’ll provide opportunities for customers and employees to share their input on the new system, making sure it works well for all users.
Our online tools for buying tickets and making reservations are more than a decade old and haven’t kept up with growing smartphone use, digital payment options, and increased ferry ridership. We’ve also heard from customers that the current tools can be slow and difficult to use. The upgraded ticketing and reservations systems will address those customer concerns and help us stay current with future technology changes.