Compared to cars and planes, rail can often score points in several areas. However, this is only the case when the quality, convenience, availability, and price are right. With the European Commission’s Green Deal climate protection package, the share of European high-speed transportation is set to double by 2030 and triple by 2050. The fast connections between European metropolises are particularly attractive to travelers. The rail industry can build on this momentum. “Can” being the key word, because this will only be possible if some important prerequisites are met. One of the most crucial measures is the urgent need for digitalization.
So, what would be the first key steps toward digitalization that would also be tailored to the needs of passengers? Customer experience is an important lever for increasing the number of passengers who travel by train. This starts at the planning and booking stage. Passengers want convenience and efficiency, and digitalizing the customer interface provides exactly that. It revolutionizes the passenger experience by proactively identifying customer needs: Passengers benefit from personalized travel options that take into account their individual preferences such as the fastest, most convenient or cheapest connection. Cross-regional apps that offer combined bookings from different transport providers make integrated, customer-centric mobility possible. The use of new technologies, such as artificial intelligence, also helps to improve services and make them more individual.