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
Nearly a quarter can't be read by an agent
3 of 13 companies
Not one company could complete a job
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.
What about the rest?
of 13
Invisibles
An agent cannot reach or read them, they are just not part of the conversation.
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
How public transport can become more agentic.
— Open up to agents
This is another avenue for open data.
Public transport can only benefit from more data being accessible. There really isn’t much excuse for so many of these providers simply not being visible or readable. The groundwork has already been done, the hiccups are technical. All solvable.
Find out
how you
are doing
13 companies
4 in Belgium, 9 in The Netherlands.
Each was asked the same 3 tasks: