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Train delays and bad communication: 3 tips how to keep your passengers satisfied

According to transportfocus' National Railway report of 2020, the main reason of dissatisfaction among passengers is trains delays and especially, how transport companies deal with them.

Although transportfocus' report is specific for railways in UK's territory, we believe this being a common situation for passengers around the world, as almost 50% of respondents to the survey agreed that the way train companies deal with delays can be upsetting and, at the same time, punctuality having a big impact on overall satisfaction (37%).

Source: National Rail Passenger Survey – NRPS – spring 2020 / Main report


How to improve communication? 

At Passengera, we consider passengers' experience being of primary importance to your customers' satisfaction and loyalty to a transport operator and communication plays an important role in the overall expereince. The right technology and platform is a fundamental component to create a consistent digital communication strategy tailored to various transportation channels.

Here are our 3 tips to improve communication when dealing with delays. Because an informed passenger is a happy passenger.


Tip #1: Have a structured way of sharing information

The more details you share, the more understanding your passengers will be, as well as feeling safer and taken care of. Structure your message clearly and be ready to proactively provide them with alternatives. An example of how you can structure your message is the following:


  • State the problem – and try to go as detailed as possible, always in respect to your company policies is it due an incident or a technical issue?

  • Describe the impact on the journey – and contingency plans

  • Suggest alternative – shall it be an alternative route or a different mean of transportation


Tip #2: Be consistent with your communication channels

“How long will my delay be? Are there alternative routes? Who should I ask for this information?” – In these moments passengers can get very confused and the situation can be upsetting. Make sure to make information accessible and easy to understand, for example through a well structured integrated communication platform. Remember, choosing the right partner and technology who can guide you through this process is crucial. 


Tip #3: Be clear about your delay policies

Having to go through complicated texts or pages of policies will only add an unpleasant feeling to your passengers, creating therefore even more discomfort. Simplify your delay policies and inform your passengers in advance, what is there for them in case of a prolonged delay.


Inconvenient situations happen on a daily basis, but the good news is there are many ways to still keep your customers satisfied with their travel experience: starting with a clear communication strategy is key to building up a strong Customer's Lifetime Value (CLV).


Reach out to our sales department at: We will be happy to discuss your situation and address your needs to provide you with the best technology solution for your specific case.