HomeMy WebLinkAbout121825 email - Update on WSF's Ticketing and Reservations Modernization ProjectALERT: BE CAUTIOUS This email originated outside the organization. Do not open attachments or click on links if you are not expecting them.
San Juan County, Anacortes, Port Townsend and Whidbey Island partners:
Back in November, I shared an update on WSF’s new ticketing and reservations system and I am sharing additional information today.
We’re updating our ticketing and reservations systems to improve the customer experience when buying tickets and booking vehicle reservations. The types of tickets we offer and how vehicle
reservations are released and booked aren’t changing. However, the tools for buying tickets and booking reservations will be upgraded to a more modern platform with new features, like
tap-to-pay. In addition to the customer tools, we’re also upgrading the technology and hardware our terminal employees and customer service team use to sell and redeem tickets and manage
vehicle reservations. While customers won’t see these internal upgrades, they are critical to launching a secure, stable, and reliable ticketing and reservations system. As you can
imagine, this is a complex project with many moving parts.
Project schedule
We expect to launch the new ticketing and reservations system in late 2026, at the earliest, starting with the Port Townsend/Coupeville route. Our original schedule for launching on
this route earlier this year did not fully reflect the time and resources needed to replace two aging systems that process millions of transactions each year.
As we’ve progressed in project development, we’ve found that the new system requires more extensive software development and hardware upgrades than anticipated. We’ve also uncovered
additional needs related to security, integration with our current operations, and testing. This work will help ensure a better product for our customers.
We know customers have long waited for improvements, and we’re committed to getting it right. Our priority is to ensure the new system is fully functional, stable, and ready for both
customers and employees before launch.
Customer engagement
We’re also expanding customer engagement. We plan to demonstrate the new systems with customers through virtual public meetings, as well as in-person visits at terminals and on vessels.
We also plan to provide recorded tutorials as we progress through the project’s completion. Leading up to the system launch, we’ll provide opportunities for customers and employees
to share their input on the new system, making sure it works well for all users.
What to expect in the new ticketing and reservations system
* A modern, more user-friendly experience when buying tickets and making reservations
* More ways to pay – including tap to pay with Google Wallet and Apple Pay
* New self-service kiosks at terminals for purchasing tickets
* Faster lines at terminal ticket booths with upgraded hardware and technology
* No changes to the types of tickets we offer
* No changes to vehicle reservation rules and no-show fees (Port Townsend/Coupeville and Anacortes/San Juan Islands routes)
I will continue to keep you informed as we move toward project completion. Please let me know if you have any questions. We appreciate your patience and understanding as we take this
time to ensure a successful launch of the system at each terminal, and for every customer.
Hadley
Hadley Rodero (she/her)
Deputy Director, External Relations | Planning & Community Engagement
Washington State Ferries
C: 206-818-3813| E: hadley.rodero@wsdot.wa.gov <mailto:hadley.rodero@wsdot.wa.gov>
From: Rodero, Hadley
Sent: Monday, November 10, 2025 4:37 PM
Subject: Update on WSF's Ticketing and Reservations Modernization Project
Good afternoon San Juan Islands, Anacortes and Port Townsend/Coupeville partners:
I know I’m sending a lot of WSF updates today – apologies for all the emails!
I want to provide an update on Washington State Ferries’ ticketing and reservations modernization project. As you know, we did not meet our project launch timeline of fall 2025. Our
schedule did not fully reflect the time and resources needed to replace two systems that are nearly 15 years old, and process millions of transactions each year.
The new system was planned as a customized version of an existing vendor product. As we’ve progressed in project development, we’ve found that the new system requires more extensive
software development and hardware upgrades than anticipated. We've also identified additional needs related to integration with our current operations and other new IT systems.
What are we doing now?
We’re currently working with our vendor to re-evaluate the project’s schedule and scope. Unfortunately, we won’t have a clear and updated timeline for project implementation until this
evaluation is complete.
Additionally, we’re expanding customer engagement. We plan to demonstrate the new system with Ferry Advisory Committee members and customers through public meetings, as well as in-person
visits at terminals and on vessels. Depending on the updated launch date, we hope to have a few touchpoints with customers for gathering input on the new system.
When will we have an updated timeline?
We expect to have an updated project schedule by mid-December, after our review with the vendor and the WSF leadership team is complete. We know not having a defined project schedule
right now is frustrating. Taking this time now allows us to build a more accurate schedule and, ultimately, a better system for customers and employees.
What are the next steps?
Once we have an updated timeline, we’ll share it with widely. We appreciate your patience and understanding as we take this time to ensure a successful launch of the system, especially
for the Anacortes/San Juan Islands and Port Townsend/Coupeville vehicle reservations routes.
Please let me know if you have any questions.
Hadley
Hadley Rodero (she/her)
Deputy Director, External Relations – Planning & Community Engagement
Washington State Ferries
C: 206-818-3813| E: hadley.rodero@wsdot.wa.gov <mailto:hadley.rodero@wsdot.wa.gov>
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