Every organization during its life cycle faces the changes that are necessary for the survival and development of the organization. Organizational changes, primarily technological, most often occur thanks to informatization that facilitates the flow and access of information and is implemented in several ways. The most important ways of implementing informatization are automation and digitalization, which enable the replacement of the workforce when handling information. Organization and education are also important segments that affect the successful implementation of technological change in the organization. From its foundation until today, Croatian Railways has been facing and is facing technological changes that are, among other things, the result of automatization. The introduction of ticket machines and online ticket purchases are just one example of the technological changes of Croatian Railways. The purpose of this paper is to show the impact of the introduction of ticket machines and online ticket purchase services on employees, users and the organization. The impact of the implemented technological changes, attitudes and habits of the users of the transport services of the Croatian Railways are presented in research results. The conducted research shows that the respondents believe that it is easier and faster for them to buy tickets, without going to the station, while the cashiers are relieved of the larger volume of work caused by the crowds. Research shows that a large number of respondents have never bought a ticket online or through a ticket machine, so it could be useful to Croatian Railway in order to make them aware that they have not reached consumers, but also to those who have not yet encountered such a method of purchase, and it certainly offers them many benefits.