Passengers travelling on some of Scotland’s busiest rail routes are set to receive faster and more accurate travel updates as a new onboard communications system is introduced for the first time.
From 21 July, 38 ScotRail trains will begin trialling the On Train Passenger Announcements (OTPA) system, a new technology developed collaboratively by Network Rail, ScotRail and the Rail Delivery Group. The initiative forms part of a wider industry programme to improve customer information during periods of disruption.
The system enables railway control teams in Scotland to send live announcements directly to trains, ensuring passengers receive clear and consistent information when services are affected. By using the railway’s dedicated GSM-R communications network, which covers almost the entire rail network, controllers can simultaneously communicate with multiple trains in real time.
In addition to keeping passengers better informed, the technology is expected to reduce the operational burden on train drivers during disruption by allowing control centres to deliver updates directly to those onboard.
The OTPA system uses text-to-speech technology, allowing messages to be updated instantly as incidents develop. The new service is designed to complement existing passenger information channels, helping customers make informed decisions when their journeys are impacted.
Speaking about the launch, 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."
The pilot will be closely monitored by industry partners, with passenger feedback, operational performance and safety outcomes all assessed before decisions are made on a wider rollout across Britain's railway network.
Phil Campbell, ScotRail’s Customer Operations Director, 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.”
The rail industry believes the technology could play a significant role in improving the passenger experience nationally, particularly during major service incidents where rapid communication is essential.
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.”
If successful, the Scottish trial could pave the way for wider adoption across train operators throughout Britain, supporting a more connected and customer-focused railway.
Image credit: Scotrail
