East Midlands Railway (EMR) has launched a customised travel information service that can be accessed via Facebook Messenger and WhatsApp.

The service will provide customers with personalised journey updates, including details of real-time disruption, alternative travel routes, and alerts for how busy trains are.

Customers can opt-in to the service on either Messenger or WhatsApp through the Live Journey information page on EMR’s website and clicking ‘Keep Me Updated’; alternatively they can search for EMR directly on Facebook Messenger.

Personalised alerts can be tailored to provide customers with information about their journey, including:

• real-time messaging;
• disruption alerts;
• alternative routes;
• platform changes;
• delay repay messaging;
• journey planning;
• routing around disruption;
• predicted issues in real-time.

Busyness alerts are based on unique forecast demand data proven to be scientifically accurate by the University of Birmingham.

Journey watch provides the option to select regular journeys and sign up for ‘push only’ updates, meaning customers will be informed if anything might affect their journey.

Customers using the service on Facebook Messenger can access extra information, including;

• Now & Next, which provides in one place an on-demand snapshot of the journey, including current arrival times, interchange details, and multi-modal information;
• Last mile support, which provides customers with a welcome message before arriving at their destination, and offers information about onward journey options for all available transport modes such as bus, e-scooters, taxi, walking, and cycling;
• Customer service support, which provides quick access to EMR’s customer service team and station facilities information.

EMR Messenger is powered by revolutionary AI and data prediction technology developed by Midlands-based company Zipabout which has pioneered the use of personalised information services for rail passengers across the UK. The service will provide EMR with unprecedented insight into the way people use its network, enabling the planning of smarter journeys.

Neil Grabham, Customer Services Director at East Midlands Railway, said: “We are always looking at better ways to keep our customers up-to-date with the latest travel information when they take a journey with us.

“This new service will enable customers to take control and get personalised details tailored to their needs, making sure they only get the information that is relevant and important to them.”

Alex Froom, Chief Executive of Zipabout, said: “Real-time information tailored to each individual is essential to improve customer experience and confidence when travelling by rail, and EMR Messenger delivers that straight to the hands of passengers. No need for yet another travel app, just personalised support at the right time and through the channels they trust.”