An interview Spotlight brought to you by Global Railway Review where our Head of Product Management , Brian Foskett explains how passenger expectations are developing in today’s connected world and what digital solutions are available to train operating companies as they strive to enrich the passenger experience.
What evidence is there that passengers want an intelligent journey experience?
The continued growth in adoption of on-train WiFi and the proliferation of over-the-top transport aligns with the trend towards Mobility-as-a-Service (MaaS). The underlying requirement for MaaS is a comprehensive suite of applications that facilitate the planning and payment for the door-to-door journey.
The current approach remains fragmented, with few players truly providing an integrated view of the journey. As an example, taxi booking applications generally, are not integrated into live train schedules. Therefore, delays to one leg of the journey are not automatically pushed along the service pipeline (i.e. journey segments remain in silos). As passenger expectations develop, so must service implementations.
Reliable connectivity is an ‘expected norm’. Being constantly connected is simply expected. Now, it is not just passengers we need to connect, but a wider base of stakeholders as this plays a valuable role in enriching passenger experience.