Journey 2: The "Alpine Stau" Incident Management

Scenario: A bus hits unexpected heavy traffic, threatening to leave down-route passengers waiting at their boarding points without information. Actors: Bus Driver, Dispatcher, Waiting Passengers.

1. [Operations] The Incident: Driver Klaus encounters a severe traffic jam (Stau) on the Autobahn. He uses the 1-Tap Incident Reporting in the Driver Hub to drop a GPS pin and alert the back office. The live Telematics engine instantly recalculates the ETA for the remaining boarding stops.
2. [Operations → Backoffice] The Alert: The Dispatcher's Dispatch Board flashes with a high-priority WebSocket overlay on the affected ServiceLeg block. The delayed ETA propagates from TelemetryPoint data. The Dispatcher opens the Omnichannel Inbox.
3. [Backoffice → Commerce] 1-Click Broadcast: The AI Crisis Agent has already pre-drafted a WhatsApp/SMS message targeting all passengers at upcoming Zustiegsstellen. The Dispatcher reviews, edits if needed, and clicks "Approve" — sending the bulk update instantly.
4. [Commerce & Operations] Dynamic Update: The passengers' Apple/Google Wallet passes dynamically update via Apple Push Notification service (APNs) and Google Wallet API. Passengers click the Consumer ETA Tracking link in their pass to watch Klaus's bus approach on a live map, preventing a flood of angry calls to the back office.