The introduction of a new electronic ticketing system for public transport in Zagreb started at the beginning of the CIVITAS ELAN project. Looking back, citizens embraced the changes and the scheme may even be spread nation-wide.
All trams and buses were equipped with ticket validation terminals that allowed travellers to select their travel zone and obtain tickets for more than one person at once. The terminals can be operated in four international languages, as well. The new system required an update of the tickets on offer in order to meet user requirements. Generally, all old tickets were replaced by the electronic version and some new types of tickets were added. Thanks to a broad marketing campaign, the citizens of Zagreb did not experience a rough transition from the old system to a new one. Online polls suggest that citizens are in general indeed satisfied with the new system! Furthermore, ZET invested in the introduction of a contact and information centre where citizens can quickly find out all relevant information such as opening times of ticket vendors, as well as information about time tables, present traffic conditions, prices, etc. An research study for an integrated public transport tariff system on national level was produced. The study can be considered as a first step towards integrated transport and a unified tariff system on the city and national level.