Event details
Join the Rail Passenger Experience online conference to explore the future of rail travel and strategies for enhancing passenger satisfaction. Key topics will include rebuilding passenger confidence, focusing on safety, trust, and post-pandemic recovery measures, and the digital traveller, addressing how technology is reshaping the passenger journey with apps, real-time updates, and seamless digital experiences.
The event will also cover the rise of the multimodal passenger, examining how rail integrates with other forms of transport, and tackle the ticketing dilemma, exploring solutions for simplifying fares and ticketing systems. Gain insights into improving the rail passenger experience for the modern traveller!
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Who Attends
Times are displayed in BST
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08:55 AM - 09:30 AM
Rebuilding passenger Confidence
Panelists will discuss the importance of reliable rail services for regaining passenger trust, focusing on improving punctuality, reducing cancellations, and ensuring dependable service. They will examine the role of clear and timely communication in managing passenger expectations and handling disruptions, with an emphasis on transparency and accurate information. Strategies for enhancing on-board amenities and overall passenger satisfaction will be shared, along with successful case studies. The panel will cover methods for gathering and acting on passenger feedback, introducing new engagement mechanisms. Insights into upcoming rail infrastructure investments, including station upgrades and new rolling stock, will be provided, highlighting the role of technology in enhancing the passenger experience and increasing confidence.
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09:50 AM - 10:35 AM
The Digital Traveller
The panel will delve into the integration of digital platforms for seamless journey planning and ticketing, focusing on user-friendly interfaces and real-time updates. The role of mobile applications and digital services in enhancing on-board experience and connectivity will be examined, with examples of successful implementations. Panelists will discuss the importance of data analytics and personalised services in understanding and catering to passenger preferences, offering tailored travel experiences. Strategies for effective communication and engagement with digital-savvy passengers, ensuring transparency and timely information, will be explored. The discussion will also cover upcoming digital infrastructure investments, such as smart stations and IoT-enabled trains, and their potential to revolutionise rail travel.
John Backway Head of Digital Ticketing Services Rail Delivery Group -
10:50 AM - 11:35 AM
Accessibility for All
Join us for a compelling panel discussion on "Accessibility for All" where industry leaders, advocates, and policymakers come together to address the pressing need for inclusive transport solutions. With millions relying on rail travel daily, ensuring seamless accessibility is not just a priority—it’s a necessity. This discussion will explore challenges faced by passengers with disabilities, highlight successful initiatives, and spark new ideas for improving access across the network. Whether you're a commuter, campaigner, or decision-maker, your voice matters in shaping a railway that truly serves everyone. Let’s drive change, one conversation at a time.
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11:45 AM - 12:30 PM
The Ticketing Dilemma
The panel will address complexities in the UK's rail fare structures and ticketing systems, identifying areas of confusion and frustration. They will discuss the benefits of a simplified and transparent fare system, citing successful examples from other countries. The role of technology, including mobile apps, smartcards, and contactless payment options, will be a key focus, aimed at providing a seamless experience for passengers. The challenges and opportunities of integrating ticketing across different modes of transport will also be explored. Strategies for improving communication and providing clear information about ticket options, prices, and terms of use will be discussed. The panel will emphasise the importance of passenger feedback in shaping future ticketing policies to meet the needs of rail users.
Thomas Lynch Head of Digital Products within the Fares, Ticketing and Retail Programme Fares, Ticketing and Retail ProgrammeThe Fares, Ticketing and Retail Programme is the single point reference point for the entire rail industry, encompassing the Department for Transport (DfT), Department for Transport Operator (DfTO), Rail Delivery Group (RDG), Train Operating Companies (TOCs), and Shadow GBR (sGBR).
By bringing the industry together as 'one team,' this programme aims to reform fares, ticketing, and retail, delivering tangible benefits for taxpayers and passengers alike. It fosters a model of empowerment, focusing on local and iterative delivery whilst leading a comprehensive industry-wide plan, to support the transition to Great British Railways.
William McGookin Head of Ticketing Technology TranslinkWilliam McGookin (Head of Ticketing Technology) has worked in public transport and ticketing systems for over 25 years. He started in Translink in 1995 as a Graduate Management Trainee and had a background in Bus and Rail Operations management before forming Translink’s new Ticketing Systems Department in 2002. He was a key member of the Translink Project team who delivered the current (legacy) ticketing system in 2001/02 where Translink were one of the first operators in the UK to implement smartcard travel products for both concessionary and fare-paying customers. Since then the original system has been developed over the years to offer a wide range of personalised and anonymous smartcard products, mobile ticketing, barcode ticketing and other online ticket options. William is now leading the Programme to deliver Translink’s Future Ticketing System across all Translink bus and rail services in Northern Ireland. This is a £42.7m capital project which seeks to upgrade all of Translink’s existing ‘end of life’ ticketing equipment with the latest technology as a new platform for Translink’s proposed Account Based Ticketing System. The proposed ABT system will be a Tap On Tap Off system and will accept contactless EMV and a Translink-branded DESFire smartcards. William and his team are working with multiple suppliers to implement the majority of the system over the next 18 months, simultaneously managing all areas of business change to ensure a seamless migration for staff and customers from legacy to new products.