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ScotRail trials personalised information service

Zipabout and ScotRail partnership provides passengers with real-time journey updates in a first for Scotland's railway.
February 6, 2019

ScotRail is trailing new communications technology that uses Messenger to provide passengers with personalised journey updates, a first for Scotland’s Railway. Customers on ScotRail services will be able to receive real-time personalised alerts through Messenger, keeping them in the know, on the go.

Customers can opt-in to receive information for any ScotRail service, including regular journeys, through a ‘Keep Me Updated’ button on the ScotRail website, or directly through Messenger itself. The messages are tailored to individual passengers and individual journey legs, and cover any delays greater than 10 per cent of the total journey time.

ScotRail is amongst the first globally to use Messenger for personalised journey updates and disruption messaging.

Lesley Kane, ScotRail Commercial Director, said:

“We are committed to providing our customers with the best possible service, and we know how important it is that they are kept up-to-date with any changes to their journey. We already provide real-time information through our website, app and social media channels, and this new messaging service is a welcome addition, which I am sure our customers will benefit from.”

Alex Froom, Chief Product Officer at Zipabout, said:

“We share ScotRail’s ambition to make every journey stress-free across a truly integrated transport network in Scotland, with the passenger firmly in control from the first to the last mile. This new personalised disruption messaging service will ensure that every passenger gets the right information at the right time and is a huge step towards delivering that seamless journey experience.”