ScotRail is trialling communication technology that uses Facebook Messenger to notify passengers of updates to their journeys with personalised direct messages.

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% of the total journey time.

The technology, designed by transport tech specialist Zipabout, is the among the first globally to use Facebook Messenger for ongoing personalised disruption messaging in a transport network, and aims to remove the need for confusing mass disruption broadcasts.

Chatbots with Facebook Messenger integration are already widely adopted by transport operators as a means of enhancing customer service but require ongoing proactive input by the passenger.

ScotRail commercial director Lesley Kane said: “We’re 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.”

Zipabout head of product, Alex Froom, 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.”

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