Train services are vital to our public transport infrastructure. As the number of rail passenger journeys in the UK continues to increase, the industry needs to consider how to utilise real-time passenger information (RTPI). From keeping passengers informed on accurate train time arrivals to improving the overall service and satisfaction, here are the four main benefits for the implementation of RTPI within the train industry.
We’ll cover how you can use RTIP to:
- Improve Customer Satisfaction and Reduce Complaints
- Increase Service Usage
- Improve Planning and Update Outdated Approach
- Improve Awareness of Train Arrivals
1. Improve Customer Satisfaction and Reduce Complaints
One of the main complaints that Train Operating Groups (TOGs) face are train delays, as highlighted in the most recent National Rail Passenger Survey (NRPS). A lot of agencies, including other modes of transports, have seen a decline in complaints after implementing effective RTPI systems.
By providing real-time arrival and departure information, you’re potentially decreasing the perceived and actual wait times for passengers. If a passenger can see that a train is running behind schedule, they can rearrange their time more efficiently.
For example, they might set off later, inform work or whoever they might be meeting that they’re going to be late or make alternative travel arrangements. Ultimately, passengers would rather know that their train is going to be late in advance than standing around, wondering why it’s not arrived yet. It allows them to be more productive with their day and use each minute more efficiently.
2. Increase Service Usage
RTPI can help to make travelling by your service more convenient and seamless. This can entice even more people to travel via your service, whether it’s new or repeat passengers.
For instance, if somebody has received an amazing service from a TOC due to the slick service and the RTPI, they’re more likely to spread the word about your business. Which will no doubt increase new business by word of mouth.
3. Improve Planning and Update Outdated Approach
Gone are the days of relying on the paper timetables, or even relying solely on the boards in the main entrance of the station to tell you when the next train is scheduled. Timetables like these were all created on assumptions that there were no delays and that there was always an acceptable number of people on board the train. In reality, even the most thorough timetables are susceptible to change as and when conditions do.
RTPI allows you to determine the real-world version of your train schedule, allowing you to instantly make adjustments and publish more accurate service information for your passengers.
4. Improve Awareness of Train Arrivals
Some TOCs are notorious for being late. We don’t feel that this is acceptable and it’s definitely not acceptable for passengers to be needlessly waiting around the platform when they could be notified and use their time in a shop or a cafe.
Providing accurate real-time information helps passengers better plan their trips and minimise waiting times, which contributes towards a better travelling experience.
And the Benefits of Real-Time Passenger Information Can Be Boosted with WiFi…
RTPI requires an internet connection in order to work. Improving passengers’ awareness of delays through RTPI goes hand in hand with expectations on:
- Developing a “traffic light system” which would provide passengers with WiFi signal strength throughout their journey. That way, they would be aware of when they’ll be going through a blackspot and ensure they’re not doing anything important at that time.
- Providing free onboard entertainment. This allows passengers to do more while connected, whether it’s browsing social media, checking emails, playing online games or watching videos on-demand. This keeps them entertained while travelling and ultimately, improves their experience on the train.
- Providing an continuously connected passenger journey so passengers only need to sign in once throughout their entire trip. Account-based authentication means passengers’ devices are consistently connected from station to public transport, no matter how many stops and changes they may make.
Want to Read More About How to Use WiFi to Maximise Your Brand and Passenger Experience?
Rail usage is increasing year on year, so the industry and network providers need to constantly improve their quality to keep up with demands. Transport WiFi can help maximise your brand and ensures that passengers are receiving a more complete, interconnected service.
Download our ultimate guide to the continuously connected passenger journey to find out more on what it is, how to implement it and its benefits.
About the author
Rebecca O'Donovan
Rebecca is the Marketing Director. She's worked for SPARK TSL since 2012. She is responsible for high level marketing strategy focusing on lead generation and aiding the vision of the business; to ensure that no patient has to pay for entertainment.
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