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Tuesday 21 Jul 2026

Rail industry launches pilot to transform passenger information during disruption

Region & Route:

National

| Scotland’s Railway: Scotland

Millions of rail passengers are set to benefit from new technology designed to deliver clearer, real-time information during disruption, as the system launches on some of Scotland’s busiest rail routes for the first time.

The On Train Passenger Announcements (OTPA) system, developed by Network Rail, train operators and the Rail Delivery Group, is being piloted on 38 ScotRail trains from Tuesday 21 July as part of a wider industry drive to improve passenger experience.

The new system allows teams in Scotland’s railway control centre to send announcements directly to trains, helping passengers receive timely, consistent updates when services are disrupted. The system uses the railway's own mobile telecoms system, GSM-R, which covers almost all of the network and allows multiple trains to be contacted at the same time. It also reduces the need for drivers to make additional announcements during disruption, with control teams able to provide timely updates to passengers.

Jo Shelley, Head of Programme Management at Network Rail, said: "This is a really exciting step forward for passengers and the railway. Anyone who's travelled during disruption knows that getting the right information quickly can make a huge difference, and this technology helps us deliver exactly that — directly to passengers when they need it most. We're looking forward to seeing the benefits it brings for both passengers and railway colleagues."

The announcements use text-to-speech technology which can be updated in real time, helping passengers to receive consistent information across affected services. The technology is designed to complement existing customer information channels and improve communication when travel plans change unexpectedly.

The pilot will inform plans for a wider rollout across operators in Britain*, with Network Rail and industry partners monitoring customer experience, operational performance and safety throughout.

Phil Campbell, ScotRail’s Customer Operations Director, said: “We know the importance to customers of how we manage disruption and provide clear, timely, and accurate information during delays.

“The new onboard announcements system will make a huge difference to how we communicate to provide a quick and effective way of updating customers when something has happened which is disrupting their journey.

“This project clearly shows how effective collaboration across the rail industry can make journeys better for customers.”

Jason Webb, Chief Executive Office Director at Rail Delivery Group, said: “Passengers want clear, timely information when disruption happens, and this pilot is an important step towards delivering more consistent updates when they need them most.

“Working together across the rail industry, we're using new technology to improve the passenger experience and deliver better, more consistent information for customers across Britain's railway.”