Southeastern Deploys £260,000 Automated Passenger Info System Across Its UK Network

Southeastern has introduced automatic train schedule notifications in a passenger information upgrade. The operator describes it as a first for the UK rail sector. Southeastern can now inform passengers automatically at stations and for individual train services. This is reported by the railway transport news portal Railway Supply.

This applies when planned timetable changes affect their journey. The improvement follows a GBP 260,000 investment in the company’s platform. The platform is used for customer displays, station announcements, and other digital information channels.

The system allows tailored information to appear for each affected service. Passengers can see more clearly if a train is affected. The message shows whether it leaves earlier, runs later, or is cancelled. Southeastern staff do not have to prepare each message manually.

How the passenger information system works?

Previously, this level of detail required extensive manual work. In practice, it usually covered only services changed by at least two minutes. The automated process now cuts preparation time. It now takes only a few seconds, rather than several days. In addition, it lowers the risk that some changes will be missed.

The technology compares train schedules and detects differences. It then produces clear passenger-facing messages for the relevant trains. At the same time, it creates station reports. Staff can then access information faster when passengers ask about changes.

“When train schedules change, it’s essential that passengers can clearly see what’s different about their train. In the past, creating customized announcements and display messages for each affected service involved a huge manual effort, with the inevitable risk that some details would be overlooked,” said John Till, Head of Passenger Information at Southeastern.

John Till said the same approach can be applied beyond Southeastern. It can also be used elsewhere on Britain’s railways. “Now we can do this automatically, quickly, and consistently—not just for Southeastern, but in a way that benefits passengers across the entire rail network. It’s a real change in how train service information is provided and is in line with our principle: ‘if we know, you know,’” said John Till.

Delays, cancellations and disruption updates

The system is also useful during disruption. It can automatically import revised or temporary timetables. Passengers can then receive more accurate information sooner. For example, this applies when severe weather or last-minute service changes affect operations.

Also, the upgrade is part of a wider program to modernize Southeastern’s passenger information systems. The company says passengers now receive clearer explanations when trains are delayed. It also says cancellations are identified more quickly. Platform information has been improved to reduce the risk of people waiting in the wrong area.

Station displays now show a warning two minutes before a train arrives. The message tells passengers to move to the correct platform if necessary. At departure stations, screens also show the incoming train’s real-time location. They also show its estimated arrival time.

Separately, another improvement concerns cases where live data feeds stop working. Instead of defaulting to a general “delayed” message, the displays keep the most recent estimate. That gives passengers more useful information.

Worldline CIS system and wider rail use

The project was delivered with Worldline. The company supplies the Customer Information System used by Southeastern. Also, the platform controls station screens and announcements. It supports information delivery through other digital channels.

The new functionality is already operating across Southeastern’s full network. It will also be made available automatically to other rail operators. That applies to operators using Worldline’s CIS system. Southeastern says the technology could help improve passenger information across the wider UK rail industry.

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