New communications technology pilot for EMT

Bondholder East Midlands Trains is currently piloting a new communications technology in a bid to drastically transform rail journeys for passengers.

East Midlands Trains (EMT) has begun testing new communications technology that notifies passengers of disruption to their journeys with personalised messages direct through Facebook Messenger – a world first for the rail industry.

Passengers can opt in to receive personalised disruption information via Facebook Messenger through a ‘Keep Me Updated’ button on the EMT website for any EMT service, including regular commutes.

The messages are tailored to individual passengers and individual journey legs rather than entire rail lines or journeys and cover any delays greater than 10 per cent of the total journey time.

Designed by Zipabout, the communications technology is the first to use Facebook Messenger for on-going personalised disruption messaging in the transport network. If implemented successfully it could eradicate the need for confusing mass disruption broadcasts.

Emma Davis, Customer Experience Strategy Manager from East Midlands Trains, said: “Providing useful information at the time of disruption is critical. I have no doubt that this will be invaluable going forward.”

Currently live as a pilot on the EMT website, the technology will be rolled out on the National Rail Enquiries and Scotrail websites in the autumn of 2018.