Big Bus Tours are the largest open-top sightseeing bus company in the world, operating across 28 cities and 18 countries.
As customer expectations shifted towards digital experiences, their app became central to ticket sales, onboarding and customer interaction. It has also become one of their most effective acquisition channels.
The {Challenge}
The problem was that every feature, fix and test had to be built twice. As demands increased, that duplication became harder to maintain. They needed to move faster, reduce overheads, and gain better visibility into customer behaviour.
The <Solution/>
We started by taking ownership of the existing apps, focusing on stability, visibility and control. After resolving priority issues, we introduced our Mobile Assurance Program, MAP, giving the team a clearer understanding of how the apps performed in real-world conditions.
Once we had a stable baseline, we recommended consolidating both apps into a single cross-platform solution using React Native. This wasn't a rushed rebuild. Over an 18-month period, we worked closely with the Big Bus Tours team, improving the existing apps while building a detailed understanding of their systems, edge cases and user journeys.
Only once that foundation was in place did we recommend rebuilding as the next logical step.
The :[Results]
We introduced tracking and logging, giving the Big Bus Tours team better visibility into customer behaviour - where users dropped off, which journeys performed best, and where optimisation opportunities existed.
We then delivered a fully native checkout experience, removing the need for web redirects or pre-purchased tickets. The project was shortlisted at the Transport Ticketing Awards in 2026.
Today, the app continues to grow as a key acquisition channel, reducing reliance on third-party platforms and improving margins.
The {Why}
What started as maintenance evolved into a full rebuild, then into ongoing product development. This is a pattern we see often. We solve structural problems, create stability, and help organisations move forward with greater clarity and control.
Big Bus Tours needed a platform that could move faster, scale more effectively, and support long-term growth. That's what we built, and we continue to evolve it alongside their team.