Getting broken travel apps back on track

Coach USA came to us with a problem we see time and time again in transport: a mobile app that simply wasn’t fit for purpose. Their drivers relied on it to scan tickets and keep operations running smoothly, but it kept failing in the field - particularly in areas with poor signal. It wasn’t just a technical issue. It was undermining trust and damaging the customer experience.

When the tech fails, everything slows down

For a transport operator, a broken app is a very public problem. It doesn’t hide, it directly impacts your customers and staff out there in the real world. Think delayed boarding, irate passengers, operational bottlenecks. Drivers are left firefighting, support teams face rising complaints, and the app becomes a liability instead of an asset.

That’s exactly where Coach USA was. Stuck under pressure, being held back by a platform that was only ever intended to help them and their passengers.

From unreliable to robust

We refactored the app from the ground up with one key principle in mind: offline-first functionality. That meant drivers could scan tickets and run services smoothly, even with patchy or non-existent connectivity under the New York skyline. No signal? No problem.

The result was exactly what Coach USA needed. A solid, high-performing app that drivers could rely on, customers could trust and the business could stand behind.

So why do so many teams delay fixing like this?

In our experience, transport operators often live with broken apps longer than they should.

Why? Because the alternative feels overwhelming. There’s a perception that fixing things means starting from scratch. That it’ll be costly, disruptive, and risky. That legacy systems are too complex to modernise without major upheaval.

These assumptions keep teams stuck. Meanwhile, the app continues to underdeliver.

Our approach: fix what matters, keep what works

As an agency, we don’t push full rebuilds unless they’re genuinely needed. Our brownfield expertise means we’re comfortable working with existing code, legacy systems, and high-stakes environments. We focus on getting apps stable, usable, and future-proof - without turning everything upside down.

For Coach USA, that meant re-architecting the app to suit real-world conditions. For your team, it might mean stabilising, modernising, or extending what you already have.

If your app’s falling short, don’t wait

We help transport teams take control of their mobile platforms without starting from scratch. If your app’s frustrating users or draining resources, get in touch with us here.