AGENTIC experience INDEX, SEPTEMBER 2026
Public transport
People are letting AI agents like ChatGPT, Claude or Gemini plan the journey and buy the ticket.
We’ve tested how 13 public transport providers in the Benelux
deal with agents.
What we TESTED
Steps when planning a journey
done by an agent.
Look up the departure
The single simplest thing an agent can be asked to do.
Plan door to door
Across operators and modes, live.
Buy the ticket
One ticket for the whole journey.
Hold it at the gate
Present it without a paper fallback.
Claim the delay refund
File compensation automatically when the train is late.
This is how operators
in the Benelux scored.
Key numbers
This is the agentic readiness
of transport operators today
Just five can be read by an agent
5 of 13 companies
Over half don’t let agents in at all
8 of 13 companies
Not one company could complete a job
0 of 13 companies
So what does an
agentic experience
in public transport look like?
Most operators
Public transport isn’t
very public to agents.
An agent is stopped on most of what it tries. It may get in, but it cannot get anywhere.
RET
Lets your agent plan
a journey.
The only operator where all three tasks reached “can advise”. An agent can read the timetable, plan the route and explain the fare. One script-only step and an app referral are all that stand in the way.
What about the rest?
of 13
Invisibles
An agent cannot reach or read them, they are just not part of the conversation.
Silent
No response (an error, a timeout ...). Hard to tell if it’s policy or neglect.
Fortress
Answer an agent with a refusal. A choice, not an accident.
of 13
Informers
Agents can get in and answer a question, but they cannot complete a job.
Showroom
Everything on display but no till. Usually by accident.
Gatekeeper
The task can only be completed behind a login, identity app, or in a dedicated app. Deliberate, every time.
of 13
Actors
Agents can complete at least one job end to end.
Always a decision to point outwards.
what answers
did our agents get?
This gets us thinking.
Opportunity
Subtitle
— Towards customers
Turn a 2 year old contract cycle into a monthly one
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Suspendisse varius enim in eros elementum tristique. Duis cursus, mi quis viverra ornare, eros dolor interdum nulla, ut commodo diam libero vitae erat. Aenean faucibus nibh et justo cursus id rutrum lorem imperdiet. Nunc ut sem vitae risus tristique posuere.
— Towards customers
Turn a 2 year old contract cycle into a monthly one
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Suspendisse varius enim in eros elementum tristique. Duis cursus, mi quis viverra ornare, eros dolor interdum nulla, ut commodo diam libero vitae erat. Aenean faucibus nibh et justo cursus id rutrum lorem imperdiet. Nunc ut sem vitae risus tristique posuere.
Find out
how you
are doing
13 companies
4 in Belgium, 9 in The Netherlands.
Each was asked the same 3 tasks: