About the company
Royal Express is a ride-hailing company that operates in Lansing, Michigan. It launched in 2016. From January to December 2025, while working with Onde, the company showed impressive growth. The number of passengers grew by 105%, and the number of drivers grew by 50%.
This amounted to a total trip growth of 87%, and revenue grew by 30% in just one year.
How did Royal Express make that happen?
Focusing on airport shuttle
Royal Express offers Classic taxi services and Airport Shuttle services. For airport shuttle, it’s possible to order either a taxi or a minivan. In reviews, customers especially value the minivan option. Altogether, long-distance travel, regular demand, and the minivan option result in higher trip costs.
Multiple ordering options
Royal Express allows customers to order a taxi by phone, via the Passenger app, or via the Web app (i.e., a website). For tourists ordering an airport shuttle, it’s a game changer: they don’t need to download an app if they don’t want to.
Experimenting with other service types
While Classic and Airport shuttle are the company’s most popular service types, Royal Express has also introduced NEMT (Non-emergency medical transportation) and Black car. Both of these services increased the average trip cost and provided more revenue streams.
Strong service quality
Royal Express drivers have a high acceptance rate (around 75%), which shows strong service quality. The company’s reviews also support this: customers point out clean vehicles, friendly service, and cars arriving fast and on time.
Key success factors:
- Choosing Onde - technology that allows payment flexibility, multiple service types, and flexible ordering options
- Offering high-demand service types
- Providing excellent customer service
