Millions of rail passengers could benefit from faster and more consistent disruption updates as a new onboard announcements system begins trials on ScotRail services.
The On Train Passenger Announcements (OTPA) system, developed jointly by Network Rail, train operators and the Rail Delivery Group (RDG), will be piloted on 38 ScotRail trains from 21 July in a move aimed at improving communication during service disruption.
The technology enables railway control teams to send live announcements directly to trains, providing passengers with real-time information while reducing the need for train drivers to make additional onboard announcements.
Real-time updates direct from control
The system uses the railway’s dedicated GSM-R communications network, which covers almost the entire rail network, allowing control centres to broadcast messages simultaneously to multiple trains.
Announcements are generated using text-to-speech technology and can be updated in real time, ensuring passengers receive consistent information across affected services during disruption.
The system is designed to complement existing customer information channels, helping passengers make informed decisions when their journeys are affected.
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.”
Improving the passenger experience
The pilot forms part of a wider industry programme to improve customer information and passenger experience across Britain’s railway.
Throughout the trial, Network Rail and its industry partners will monitor customer feedback, operational performance and safety to assess the technology ahead of any wider deployment.
Phil Campbell, Customer Operations Director at ScotRail, 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.”
Potential for wider rollout
If successful, the pilot could pave the way for the technology to be introduced across other train operators in Great Britain.
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.”
The trial reflects the rail industry’s continued focus on using digital technology to improve the customer experience, particularly during disruption, where timely and accurate information remains one of passengers’ highest priorities.
