DB Invests EUR 50M in Better Communication with Passengers

Deutsche Bahn (DB) will invest an additional EUR 50 million in its “Better Communication with Passengers” program by the end of 2027 to improve passenger information.

DB Board Chair Evelyn Palla and Federal Minister of Transport Patrick Schnieder presented the ⁠program’s main measures. The initiative is part of the federal government-supported ⁠“Agenda for Satisfied Rail Customers” and aims to deliver rapid, targeted improvements.

The program focuses particularly on keeping travelers informed during operational disruptions.

Schnieder described the shortcomings the program is intended to address:

“Until now, the information provided to passengers in the event of train delays or cancellations has often been insufficient. Better communication offers passengers guidance, predictability in travel planning, and the ability to make informed decisions. The program of immediate measures to improve communication with customers aims to ensure that, in the future, travelers are fully informed—almost in real time and in a consistent manner—through all communication channels about the status of their journey,” the Minister of Transportation stated.

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AI in Better Communication with Passengers

The planned digital measures include “Kiana,” an ⁠AI virtual assistant that will supply personalized travel information around the clock in more than 100 languages. It will be available to all bahn.de and DB Navigator users by the end of the year.

Palla said the additional investment would support modern IT and artificial intelligence technologies:

“We are investing another EUR 50 million in modern IT technologies and artificial intelligence. This will allow us to provide passengers with more reliable, faster, and higher-quality information. As someone who frequently travels by train, I know how important it is to have access, at any time, to information relevant to your trip,” said Evelyn Palla.

DB will also use artificial intelligence while modernizing the IT systems and processes in its control centers. Disruption information will be processed and distributed to the appropriate channels more quickly, allowing earlier notifications about delays, cancellations and connections.

DB Info digital platform and station displays

From December 2026, the new “DB Info” digital platform will be available as a website and app. It will bring together real-time journey information for the complete trip, regardless of the operator.

The DB Navigator app will send platform-change notifications in about 2 seconds, compared with approximately 60 seconds previously. DB will also introduce instant push notifications this year.

DB will install approximately 7,000 new information displays at railway stations. The screens will improve visibility and show relevant journey details such as train compositions and available amenities. Smaller stations will receive modern equipment with audio functions and information concerning construction work.

The central passenger information data platform will be transferred to DB InfraGO, providing the technical basis for integrated information throughout the network, independent of which operator runs a service.

The federal agenda distinguishes the immediate passenger programs from structural reforms focused on punctuality. For passenger information, it calls for DB Navigator, station and onboard channels to be connected more closely, with journey changes passed on as soon as the relevant information becomes available within DB. The ministry expects those requirements to be met by 2027.

“Better Communication with Passengers” is one of three programs that DB and the federal government are implementing jointly to improve the travel experience rapidly. Together, the three immediate programs carry a combined additional budget of EUR 140 million in 2026. The other two cover station safety and cleanliness and greater comfort aboard long-distance trains.