Personalised journey planning and real-time updates in one place with Alert Me

Relevant RTS critical priority(ies):
Easy to use for all

Availability of information and levels of crowding have been identified by Transport Focus (2020) as two of the key factors driving passenger satisfaction and dissatisfaction. In light of the Covid-19 pandemic, the need for information relating to crowding has also become more important to many passengers.

Alert Me by Zipabout addresses evolving passenger information needs by sending personalised journey updates in real-time to passengers’ mobile devices. Currently available via National Rail, LNER, and ScotRail, the platform allows passengers to plan a journey, receive busyness information, and keep up to date with their upcoming departure and arrival information.

By tracking the journey, rather than the person, the platform can quickly and conveniently inform passengers of any delays, unplanned changes to their journey, and other changeable information such as platform numbers and train arrival times. All of this is done in a conversational format via mobile messaging applications which many passengers are familiar with and confident using.

The Alert Me platform is easy to use and seamlessly integrates with mobile applications already used by thousands of passengers including Messenger and Whatsapp thereby reducing the need for passengers to download yet another application to their mobile devices.

Recognising that the journey for many passengers does not begin and end at the train station, Zipabout have recently released an additional feature to the Alert Me platform that provides passengers with further opportunities to plan and find out more about getting to the station and their onward journey. For example, shortly before the planned train is due to arrive at the destination station the passenger will receive a message from Alert Me welcoming them to the area and asking them if they would like help to get to their destination. The passenger will then be shown the available options for their onward travel.

The company is now engaged in a national pilot scheme with partners SSP and WHSmith to reward customers who either travel frequently, experience a delay or decide to take a less busy train with redeemable vouchers from in-station retailers such as Upper Crust.