Analysis of the Flixbus Ticket Ordering and

Seat Reservation System

University of Graz
22W Information Science
Process Modeling
Jovic Stanko(12202587)
Jihye Jeon(12202617)
Table of Content

Analysis of the Flixbus Ticket Ordering and Seat Reservation System.......1

1. Executive Summary..........................................................................3

2. Basic Conditions...............................................................................4

3. The Actual Business Process............................................................5

3.1. Verbal Process Description........................................................5

3.2. Illustration..................................................................................5

3.3. Analyzing The Actual Process.................................................11

4. Target Business Process.................................................................12

4.1. Verbal Process Description......................................................12

4.2. Illustration................................................................................13

4.3. Analyzing The Target Process.................................................19

5. Experience Report..........................................................................19
1. Executive Summary
As transportation developed and barriers between countries were lowered, the
number of people traveling increased. Therefore, when traveling, the means of
transportation include airplanes, ships, trains, and buses. However, the most
cost-effective of these is probably the bus. It is the easiest to use and there is no
significant price burden, so it can be easily used by men and women of all ages.

Europe, the best continent to travel, will also have the most movement between
countries or within countries, even in Europe, the continent with the most
movement between countries. The most used bus carrier in Europe will
definitely be Flixbus. We will analyze the process of the Flixbus, and as a
customer, as an analyst of the Flixbus, we will think about what areas to
improve and develop to benefit both customers and companies from the
perspective of the process.

Based on what we learned during this VU Information System lecture, we will

first explore the actual process of Flixbus. Through organigram, you will be
able to look at the personnel organization chart of Flixbus, see which
departments do what and how employees belong to which departments. You can
examine the functions in detail through functions by unit. You can also see how
the process is done through EPC.

Think about this one more time and consider the improvements and
developments of the Flixbus. Thus, a new method is devised and applied to
proceed with the same steps as the actual process.

We focused on the ticket ordering process of Flixbus. This is an instantaneous

system and may differ from other common systems. Once you focus on the
problem of time, you will find the difference from other processes, and it will
not be difficult to see it familiarly because it is a process that everyone has
experienced at least once.
2. Basic Conditions
Flixbus is a company that pushed the boundaries of bus transportation in
Europe, during the last few years. The system offers modern bus transportation
with relatively cheap prices, that comes in most cases with some equipment that
is considered basic for this brand, such as: WIFI and slots for chargers. It
operates in a way that Flixbus hires different other bus companies and subjects
them to it´s system. They use Flixbus´s branding color, green and it´s
reservation system and apps.

The number of passengers is huge because Flixbus oversees the overall

passenger business in Europe. Europeans also use Flixbus a lot on trips between
European countries or within countries, and people on continents outside of
Europe also use Flixbus a lot when traveling in Europe. There are many
passengers who reuse the Flixbus due to its low price compared to aviation and
trains, relatively low entry barriers and high accessibility. If we devise a system
that sets these passengers apart by imposing royalties, we will be able to benefit
from the company's point of view and also benefit passengers who frequently
use the Flixbus.

We hope to analyze processes they use in the system, and by doing that to point
out on all bottlenecks and to find out the best solutions for each one of them. It
will be challenging, as a lot of human factor is in the game, but we stand by the
saying that the customer is always on the first place, therefore our bad
experience with the company should not happen anymore. By saying that, we
hope to find the best solutions for the processes inside the Flixbus system. On
the other hand, if the drivers do not have adequate knowledge or equipment it
may be voidness of the income for the Flixbus.

Our extension from the basic process model would be making of annual
premium subscription. In this way we would be able to offer and reward the
regular customers with some discounts, but also in the same way, we would get
more customers in one hand and in the other hand, some of the irregular
customers would just spend money on the subscription. In any case, this model
of subscriptions would generate an additional income to the company and raise
the happiness of the customers, as they would feel more premium.
3. The Actual Business Process
3.1. Verbal Process Description

The biggest process of Flixbus is ticket ordering. Of course, there are other
processes, but the process mainly accessed and used by customers is ticket
ordering, so the analysis focused on this. The customer focused on all processes
of using this service and analyzed it with as many possibilities as possible. It
was also done in light of the previous experience of ordering tickets through
Flixbus. However, this time, he went directly to the Flix Bus web page and app
and tried ticket ordering himself to increase accuracy and contain all steps. We
also tried to time the process, but this was different for each person using the
service. In the process of purchasing a ticket, there are several options such as
seat selection and luggage addition, and there are options such as selection and
selection. In addition, there are various options such as card, PayPal, and
account transfer in terms of payment methods, but this was not added separately
because it was deemed unnecessary to focus on the process. This is also because
it varies from person to person.

3.2. Illustration

3.2.1. Process Landscape

Figure shows an overview of the whole process in the company. It displays even

steps before customer decides and gets into the process of ticket ordering. This
is only a simplified version of the whole process. Overall there are 6 main
functions in the business.
 3.2.2. Organigram

Organizational chart shows structure of the company. It is assembled in a way

to

support it´s main activity. Transportation management’s job is to set up bus

lines of companies that are being paid by Flixbus and to develop that
relationship further. IT is crucial for the current process of booking ticket and
also for our improvement of it. They provide solutions for the app, by updating
and checking for bugs and glitches, while on the other hand they are making a
database of the customers. Marketing has to support business and they can be
seen as the crucial part of the current processes. Finance and controlling have
support role to the business, in the case of ticket ordering system, their job is to
check whether there might be some malicious actions on one hand and in
another to take and to make payments.
 3.2.3. Function By Unit

Transportation Management unit should make partnerships, by finding

transportation companies that would serve as a outsourcer. They should also set
up new routes, change them, control and finally reroute them. By making good
partnerships and by managing the relationships, the company minimizes chance
to have a bad customer satisfaction from booking a ticket or riding the bus.
Therefore, it is important that the processes that are done before booking a
ticket are done properly.
Unit from the figure is responsible for running the whole system of ticket
ordering. As that process is done through the app, their responsibility is also
running, developing, updating and maintaining the app. Except for that they are
developing the database of customers and lines, providing customer support
service, in cases of bugs and errors while using the ticket ordering system and
finally they are responsible for data security system.

Marketing department has the most functions: they do digital marketing, by

doing marketing through social networks, tv commercials and making adds;
personal marketing and email marketing; SEO optimization, branding and PR.
Those services are very important, as without such a support to the core of
business, it simply would not exist. They market the company with focus on the
booking system and it´s simplicity.

Finance and Controlling represent support departments, responsible for

checking and balancing the business. They are crucial to check it´s
sustainability and quality controlling.
3.2.4. Event Driven Process Chain
 The figure above illustrates the Flixbus ticket ordering system. As objects,
events, activities, and XOR functions were used.

3.3. Analyzing The Actual Process

Flixbus' ticket ordering process does not take much process time and waiting
time. This is because Flixbus orders tickets through the Internet and apps, so an
immediate process takes place. It takes only a few seconds for a click, and if
you measure processing time, it is difficult to time accurately and average
because it varies from person to person placing the order. One finding, however,
is that there is a limited amount of time in checkout. As with all trains,
airplanes, and buses, the price of Flixbus varies depending on the moment of
ticket reservation before travel, so the time from checkout to payment is limited
to 10 minutes. After 10 minutes, the message "The reservation has been
expanded, Book trip again" appears on the screen and returns to the beginning
of the process.

Our recommendation would be to insert a new option of subscription. This

improvement would improve the business itself and add an additional part to the
business process.
4. Target Business Process
4.1. Verbal Process Description

Our extension from the basic process model would be making of annual
premium subscription. In this way we would be able to offer and reward the
regular customers with some discounts, but also in the same way, we would get
more customers in one hand and in the other hand, some of the irregular
customers would just spend money on the subscription. In any case, this model
of subscriptions would generate an additional steady income to the company
and raise the happiness of the customers, as they would feel more premium.
If you apply the Flixbus subscription plan like that, there will be no significant
difference in the process, but it will also have good results for companies and
customers. Not much changes in the company would be required.
Organizational-wise there won´t be any need for changes, as the current
structure is able to do the innovation. Finance and Transportation Management
sectors would have to make decisions about the subscription and it´s price. IT
sector would be working on it´s introduction and implementation, while
Marketing would share a word about it. Controlling would control it´s
implementation.
Process wise, when customers want to buy a Flixbus ticket, they go to it´s app
or website and the innovation would make a difference in this part of the
process, where customers will after doing that get an offer to buy subscription.
If they take it, they get an annual prime subscription and a discount for buying
tickets. If not, the process goes as usual. After buying the ticket, they use it and
ride a bus and after the usage of services of the company, marketing hits up.
This is a subscription service, the same system as insurance. Insurance also
pays monthly premiums and gets benefits from the paid premiums when
claiming them later. Passengers on the Flixbus also pay a monthly subscription
fee and receive discounts using limited discount vouchers available on the
month. Of course, in addition to discounts, passengers using this subscription
plan can use seat selection at no additional charge, and luggage can be added
free of charge depending on the passenger's royalty. Customers apply for a
subscription and upgrade to the next level when they reach a certain standard of
the subscription fee paid, and the benefits vary depending on the level. If you
want to upgrade as soon as possible, you can apply for a good subscription plan
and pay the subscription fee. There are various types of subscription plans, and
proper subscription plans are recommended to customers through algorithms.
This has a subtle effect on the existing process, but creates a new process called
'subscription application'.
4.2. Illustration

4.2.1. Process Landscape

The landscape of the target process has an additional function. This function can
be seen as subfunction of ticket ordering and payment functions. Its purpose is
to allow new option to customers that wish to buy a ticket.

4.2.2. Function By Unit

Only the changed previews of functions will be changed. Both are changed so
the new subscription option is made and introduced to customers.
 4.2.3. Data View

The data view below is a framework of data from the target process. It consists
of three entities: a customer, a subscription, and a database, and the key,
attributes, and foreign keys below the entity. Since the database also requires
customer information, it has also created a connection between the database and
the customer. It also links subscriptions between customers and databases.
4.2.4. Target Event-Driven Process Chain

4.2.4.1. Buying Subscription Plan

 This subscription registration process also requires little process time. This is
also because it depends on the speed of the customer. It is also difficult to find
the average time. Everything happens immediately. The customer decides
whether to receive the first recommendation or not. If a customer receives a
recommendation, the algorithm recommends a plan suitable for the customer
using the existing database. If you don't like it, the customer directly uses the
information in the plans to decide which plan to use. Once you have selected the
plan you have decided on, you usually decide which country to use. Of course,
the best grade, the premium plan, doesn't have to choose a country. Like any
other subscription system, write down the customer's information. At this time,
the entity of customer information is used. After completing the payment
information, you can set the start date. However, the difference from other
systems can be determined whether the start date is now or later. However, if it
is done later, the start date must be set within a week of the payment time.
4.2.4.2. Whole Process
4.3. Analyzing The Target Process

What is different from the actual process EPC above is that you can choose a
seat right away without having to consider whether you have already subscribed
and that additional options are available for free as mentioned above. However,
since discount application is set as the monthly limited quantity, only whether
the conditions are met or not becomes a variable.

However, the 10-minute rule is maintained for other passengers. It is right to

make a difference between subscribing and non-subscription passengers, but if
you do so, not only will you lose fairness, but you will also lose out on Flixbus,
which provides more benefits to passengers using the subscription.

5. Experience Report
We believe that such an add-on to the process would be of great impact.
Benefits are numerous, while on other hand, such an innovation would very
little changes in organizational structure. As that was said, we can also say that
change of organizational structure and this innovation would not increase costs
a lot, except for the mere implementation and development in the app.
All in all, it was very interesting to work on such a business process and
improvement. Such project is realistic and it was challenging to work on it from
perspective of analysts and consultants. The most challenging part was to keep
it simple as possible and to introduce the innovation without making huge
changes to the current structure. The reason for that is that any unnecessary big
change implies also big costs, therefore we truly tried to work as consultants on
this case- trying to do as big improvement, for as small amount of resources. It
was instructive and we gained important knowledge for the future on-job
projects.