Barcelona is a city constantly on the move, and at the center of its transport infrastructure is Transports Metropolitans de Barcelona (TMB); the main provider of public transportation across the city. In a strategic effort to modernise its payment systems and enhance the customer experience in its tourist transport services, TMB partnered with PayXpert, a pioneer in omnichannel payment solutions. This collaboration aimed to simplify mobility through seamless payment technology. 

TMB at the heart of Barcelona 

TMB operates Barcelona’s metro, bus, and tourist transport services, playing a vital role in the daily lives of residents and the experiences of millions of visitors. With a commitment to efficiency, accessibility, and sustainability, TMB ensures that the city remains connected and easy to navigate. Its position in the market makes it a cornerstone of urban mobility and tourism, offering reliable transport options that support both local life and international tourism. 

Implementation scope

The partnership between TMB and PayXpert involved a large-scale deployment of modern payment terminals across key touristic transport services. At the Montjuïc Cable Car, 5 fixed terminals (SUNMI P2 SmartPad) were installed to facilitate face-to-face payments at ticketing stands. For Barcelona Bus Turístic, the official Hop on and Hop off bus service, and the Hola Barcelona store, 145 mobile terminals (SUNMI P2 Lite SE) were rolled out, as well as with accessories to support on-the-go transactions. For the P2 Lite SE, protective cases and for the P2 SmartPad, stands and mounts. 

Navigating payment complexity 

Before partnering with PayXpert, TMB faced several operational challenges: 

  • Required Bluetooth pairing with PDAs, leading to frequent synchronisation issues. 
  • Delayed system evolution due to limited support and scalability. 
  • Complicated financial reconciliation processes, making them error-prone. 
  • Lacked support for Alternative Payment Methods such as Alipay+. 

These issues not only affected internal efficiency but also disrupted the customer journey. 

Smart payments for smart mobility 

To address TMB’s operational challenges and modernise its payment infrastructure, PayXpert delivered a solution built around Android-based POS terminals for both mobile and fixed use, including maintenance and operational tasks. The new terminals support both card payments and cross-border payment methods including Alipay+, JCB, and Discover (with rollout planned in upcoming quarters).  

The solution includes: 

  • Centralised solution and fast payment processing.
  • All-in-one hardware solution that replaces PDAs and outdated terminal devices with next-generation Android devices. 
  • Card Payments and Alternative Payment Methods acceptance. 
  • App-to-app integration with TMB’s transport ticketing app, and ECR integration between TMB POS system and the fixed terminal. 
  • Multi-language interfaces for international customers. 
  • Advanced transaction and performance management. 
  • Omnichannel features such as web refunds directly from the Back-Office. 
  • Digital receipts accessible from the terminal and the Back-Office. 
  • SUNMI TMS Solution for app Distribution, terminal configuration and terminal operations including remote access control. 

Additionally, PayXpert’s advanced Back-Office offers powerful reporting and data analysis tools, allowing TMB to monitor performance across sales channels, locations, type of card, issuers and payment types; all in just a few clicks. 

Why PayXpert: A partner of choice 

PayXpert won the public tender thanks to its ability to deliver a solution tailored to the unique demands of urban mobility. The decision was driven by PayXpert’s proven technology, portfolio of smart devices, and the convergence of business applications with payment functionality.  

Moreover, the presence of local teams in Barcelona, and strong collaboration with partners such as hardware manufacturer SUNMI ensured proximity support and agile problem-solving throughout the project. PayXpert’s responsiveness and cross-functional coordination; covering product, IT, finance, operations, and integration, enabled TMB to meet tight deadlines and navigate complex technical requirements with confidence.  

This level of service, partnership and adaptability made PayXpert the clear choice for transforming TMB’s payment ecosystem. 

 “PayXpert has helped us improve our payment infrastructure across key mobility services. Their technology and support have significantly enhanced both our operations and the experience we offer to our customers.” 
 
Jose R. Catalan Mena, Technical Manager of Touristic Points of Sale at TMB 

Transforming operations and experience 

The impact of PayXpert’s payment solution has been significant across both operational and customer-facing dimensions. Internally, TMB has achieved notable cost savings and efficiency gains.  

Operational impact 

Fewer complaints and reduced downtime: The introduction of new hardware and the elimination of synchronisation issues have significantly reduced payment-related complaints. This means less time spent troubleshooting and more time focused on core operations. 

Faster incident resolution: Cross-team collaboration has accelerated problem-solving and improved overall service reliability. 

Powerful device management:  SUNMI terminals offer advanced capabilities for App distribution, terminal configuration, and terminal operations, including remote assistance. This flexibility ensures smooth operations and quick adjustments when needed. 

Streamlined integration and reporting: Centralised reporting tools have enhanced financial reconciliation and supported strategic decision-making. 

Customer experience 

Faster transactions: New devices deliver quicker payment processing, reducing queue times and giving customers more time to enjoy TMB’s offerings. 

Expanded payment options: Cross-border payment methods such as Alipay+, JCB, and Discover; highly valued by international visitors, will soon be available, increasing accessibility and convenience. 

Project execution 

Integration was seamless from start to finish, despite a tight 3-month timeline from build to run. This included App-to-app integration for mobile devices and connectivity between cashier systems and payment terminals. PayXpert successfully met all deadlines, ensuring a smooth go-live for TMB and improved user satisfaction. 

“At PayXpert, we believe that seamless, secure, and inclusive payment solutions are essential to modern mobility. Our collaboration with TMB reflects our commitment to empowering transport services with technology that enhances both operational efficiency and every passenger’s experience.” 
 
Juan Sala de la Cuadra, CFO at PayXpert