Disruption

How to improve the passenger experience

Overview

Disruption in the transport industry can mean trains or flights being delayed or cancelled. It can also arise from a lack of information, a sudden change in a journey plan or a missed connection. This could be due to adverse weather, unprecedented customer uplift or human error – all of which can contribute to a decline in passenger satisfaction.

Across all modes of transport, O2 believes technology has a key role in helping address the challenge of keeping passengers informed during periods of disruption. This paper outlines the options that are available when things don't go to plan which will help give passengers the reassurance and advice they need until services can be restored.

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