Trainline has introduced a suite of new tools within its app designed to support passengers when rail services face disruptions. The update aims to provide real-time assistance and streamline the process of managing delays and cancellations.
Travel Forecast: This new function alerts customers if their UK rail journey is at risk of being delayed or cancelled, allowing for proactive planning.
- Live Train Tracking: Users can now view the precise real-time location of their train directly within the app.
- Automated Compensation Alerts: The app now features âDelay Repay notifications,â which inform travelers when they may be eligible for compensation. The feature also simplifies the claims process by redirecting users to the appropriate operator and pre-filling the necessary journey details.
- AI Travel Assistant: Building on a beta version launched earlier this year, a live AI chatbot is now available to answer customer queries. According to Trainline, the AI successfully resolves the majority of inquiries, with less than 10% requiring intervention from human customer service agents.
- Train Swap: This feature enables passengers to quickly adjust their travel plans during disruptions. It allows users to switch trains while maintaining access to live journey updates via push notifications. For those with Advance tickets, the feature can also secure new seat reservations.
Strategic Shift
Nina de Souza, Trainlineâs Chief Product Officer, described the update as a significant evolution for the company. âThis is simply the next step in how we continue to solve customer needs and add more value to the rail journey,â she said.
De Souza highlighted that the company is moving beyond its traditional role of ticket sales to become a comprehensive travel partner. âWeâre moving beyond selling rail tickets to supporting customers throughout their whole journey end-to-end, marking a new way to train.â
