Passenger operations & experience
Discover strategies and technologies improving passenger operations and customer experience across rail networks. Explore ticketing, retail systems, accessibility, journey information, service performance, disruption management and multimodal mobility solutions that enhance satisfaction and convenience.
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Passenger operations & experience
ReportCustomer-centric rail: closing the passenger journey gap
Passengers judge the whole journey, not the train. A report on the experience that now decides whether they choose rail.
NewsSoutheastern to install over 200 new ticket machines in £9 million investment
Southeastern is introducing more than 200 new Ticket Vending Machines across its network, replacing equipment that is in some cases over 20 years old, as part of a £9 million investment in stations and services.
NewsTransport for Wales to roll out new station technology at seven stations this summer
Transport for Wales is introducing modernised gatelines, colleague tablet devices and new interactive help points at seven stations this summer, aiming to improve accessibility and station operations.
NewsNew research shows rail travel is cheaper, greener and more productive than flying
New independent research has found rail travel is often cheaper, greener and more productive than domestic flights across Great Britain.
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Passenger operations & experience
NewsBerlin’s new Urbanliner tram enters passenger service on busiest route
Berlin’s first 50-metre Urbanliner tram has entered passenger service, increasing capacity and improving accessibility on the city’s busiest tram route.
NewsPKP awards contract for new Mielec railway station
Construction of a new railway station in Mielec will begin this summer following the award of a major contract by PKP.
ArticleRail is for everyone – it’s time the industry said so
Rail is one of the UK’s most diverse career ecosystems – and one of the best-kept secrets in British industry.
NewsThameslink launches £3.6 million fleet refresh programme
Thameslink has launched a £3.6 million programme to improve train cleanliness and passenger comfort across its fleet.
NewsGreat Britain records highest rail passenger numbers in more than a century
Passenger journeys on Great Britain’s rail network reached their highest level in more than 100 years.
NewsAmtrak launches North America’s first rail preclearance facility in Vancouver
Amtrak has introduced North America’s first rail preclearance facility, allowing passengers to clear U.S. customs before departure.
NewsMid Cornwall Metro services deliver major passenger growth in first operational week
Passenger journeys on Cornwall’s Mid Cornwall Metro services increased sharply during the first week of expanded operations.
NewsABM secures Eurostar cleaning and facilities services contract
ABM will provide cleaning and facilities services across Eurostar’s UK operations, including London St Pancras International station.
NewsSouth Western Railway expands capacity one year after entering public ownership
Passengers travelling into London Waterloo are seeing increased capacity and upgraded trains following major changes across the South Western Railway network.
NewsCER welcomes new EU rail capacity regulation approval
The legislation is expected to improve rail planning, unlock additional capacity and support growth in passenger and freight services.
NewsEurostar and SBB advance plans for direct London Switzerland rail link
Rail operators are progressing long-term plans for direct international services linking London with major Swiss cities.
ArticleGlobal Railway Review Feature Partnership: Nomad Digital and Italo redefine onboard rail connectivity
Rail operators are increasingly turning to hybrid connectivity models combining cellular, trackside and satellite technologies to deliver more resilient and uninterrupted onboard passenger connectivity.
NewsLong-term partnership set to change the face of UK rail travel
A new payment and revenue system is set to transform how Britain’s railways operate and how customers experience journeys, marking a defining moment for the industry.
ArticleGlobal Railway Review launches new website designed for rail industry professionals
Global Railway Review has launched an updated website to improve access to content across rail operations, infrastructure and technology, alongside a new membership model that provides full access to premium analysis, reports and expert commentary.
InterviewSeamless journeys ahead: Tracsis PLC on digital ticketing and multimodal travel
As transport shifts to digital-first, account-based models, ticketing is emerging as a key enabler of seamless, multimodal travel. Speaking to Global Railway Review, Lee Christopher, Senior Product Manager at Tracsis PLC, explains how integration, innovation and user-focused design are shaping next-generation passenger journeys.
OpinionAccelerating passenger transport strategy through clear targets
On World Public Transport Day, Gianfranco Sgro, CEO of Arriva Group, argues that clear modal shift targets and long-term policy direction are essential to unlocking investment, strengthening resilience and making passenger transport the first choice across Europe.