HS2

Passengers want technology to create ‘personalised experience’ on HS2 trains

The technology used for HS2 should serve a purpose and not appear “gimmicky,” passengers have this week told the industry.

New research by passenger watchdog Transport Focus revealed findings uncovered through its partnership with HS2, which has been set up to explore how the railway of the future should look, and what it should offer to passengers.

Its research found that whilst passengers are excited by the prospect of technology solving their travel concerns, they are still keen to have friendly staff on board as technology cannot meet every passenger need.

Future passengers have high expectations for every point of their journey, and their experience can be enhanced by technology throughout the journey.

However, the research found that every new feature that HS2 introduces must serve a purpose and avoid appearing gimmicky.

Community members expect train ticketing to go digital due to its speed and convenience, but also want a reliable, seamless backup.

They also want a ticketing system that directs passengers to the best place to board and greater flexibility on routes, such as the ability to switch to another service.

Anthony Smith, chief executive of Transport Focus, explained that passengers want a “stress-free experience,” which they hope technology can help to achieve.

“It’s important that the railway builds trust in its passengers by considering what they want right from the planning stages.

“We’ve been pleased to see findings from this work pop up in HS2’s plans.”

HS2’s director of railway operations, Ben Rule, said: “HS2 will rebalance the economy by connecting eight out of our 10 biggest cities, increasing rail capacity and reducing journey times, while also creating thousands of jobs across the UK.

“I welcome Transport Focus’s work gathering passenger expectations of HS2.”

He continued: “HS2 is the first mainline railway built north of London in more than100 years.

“Therefore, it presents a huge opportunity to develop the network in a way that meets passenger expectations and is able to flex with changing technology in the century ahead.

“We will work with the future West Coast Partner to deliver a brilliant passenger experience and a railway that works for everyone.”

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