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In a move towards modernising its sales channels, the Offenbach district transport company (KvgOF) has announced that it will be closing most external advance ticket sales points starting from the New Year. While digital solutions offer many advantages, the appropriateness of this move for its diverse customer base has become a topic of discussion.

The heterogeneity of KvgOF's customer base has been highlighted as a factor in the concerns about the innovation. Young, internet-savvy passengers may not face the same issues, but older passengers or those without a smartphone could be exclusively affected by the closure of these sales points.

The reasons for the closures include the introduction of flat-rate offers such as the School Ticket Hessen, Senior Ticket, Germany Ticket, and Hessenpass Mobil, which significantly reduce the demand for traditional tickets. More customers are opting for digital offerings like the RMV Shop or mobile tickets.

However, the acquisition of new sales equipment and the training of employees would have involved additional effort. KvgOF justifies the closures with the decline in sales and the high administrative burden.

The citizen's office in the district headquarters in Dietzenbach and the DB service store in Langen are expected to continue offering tickets. The central RMV mobility center in Dietzenbach will remain open. These exceptions may lead to longer journeys and waiting times for some passengers.

The decision may not be well-received by those who do not have access to digital sales channels, such as many seniors who may not own smartphones or be familiar with online platforms. The difficulties in obtaining tickets for passengers without access to digital sales channels are a concern.

Elderly people and individuals without easy internet access could be disproportionately affected by the closure of most external advance ticket sales points. This group can be identified through demographic data on ticket purchase methods and surveys on customer access to digital sales options.

The question of whether digital solutions are appropriate for a diverse customer base has arisen due to KvgOF's move towards digital sales channels. Digital solutions offer many advantages, but their appropriateness for all customers is a question that needs to be addressed. The issue of ticket acquisition for older passengers or those without a smartphone has been raised in the context of KvgOF's shift to digital sales channels.