The Gujarat State Road Transport Corporation (GSRTC) has implemented a QR code-based feedback system to improve passenger experience during bus travel.
Commuters can scan a QR code displayed near their seats to submit complaints, provide feedback, or rate services in real time. This initiative aims to ensure faster resolution of issues and enhance overall service quality, according to a GSRTC release.
Recently, passengers on AC and Volvo buses used the system to report unpleasant odours. GSRTC officials responded promptly by installing air fresheners in all such buses across the state.
For March 2026, GSRTC recorded a passenger satisfaction rating of 4.5 out of 5, based on 1,702 feedback submissions. The highest-rated category was safety, scoring 4.7, followed by staff behaviour at 4.6 and cleanliness at 4.5.
The ‘Passenger Feedback Rating Performance’ report for March 2026 indicated that a majority of passengers awarded five-star ratings, with particular appreciation for staff conduct. Feedback submissions increased notably towards the end of the month, with 372 entries in the final week.
The system was introduced in March 2026 and has received a strong response across various service parameters. Deputy Chief Minister Harsh Sanghvi stated: “Under the leadership of Chief Minister Bhupendrabhai Patel, we have been transforming the public transport system through a series of initiatives to improve service efficiency and passenger satisfaction. The passenger feedback rating system has received a tremendous response, and immediate action is being taken based on feedback. As a result, GSRTC’s performance ratings are overwhelmingly positive.”
He added, “Due to various initiatives, the number of daily passengers travelling in GSRTC buses has increased from 25 lakh to 27 lakh over the past year. We have set a target of reaching 30 lakh daily passengers in the coming months. Public transport remains our top priority.”
An official explained: “The passenger feedback rating system provides critical insights into operational performance and areas requiring improvement. GSRTC maintains a strong reputation among passengers, as reflected in its 4.5 average rating. Safety and staff behaviour remain its key strengths.”
GSRTC has placed QR codes behind every seat in premium buses, including AC and Volvo coaches, as well as at least one QR code in each bus. Passengers can scan the code and enter details such as name, email, mobile number, and PNR or ticket number, then rate services including cleanliness, seating comfort, punctuality, staff behaviour, safety, and overall experience. They may also upload photos related to specific complaints. Submitted feedback is directed to the relevant officer for prompt action.
The corporation plans to install special QR codes dedicated to “cleanliness” at all bus depots statewide. Each bus depot will have its own QR code to allow passengers to provide cleanliness feedback. GSRTC is preparing over 400 such QR codes.
GSRTC operates more than 8,000 buses daily, carrying an average of 2.7 million passengers each day.