South Western Railway (SWR) is seeing a sharp rise in passenger engagement as more customers turn to onboard QR codes for real-time travel information, with scans now occurring every 40 seconds on average — and as frequently as every seven seconds during peak periods.
More than 20,000 QR codes have been installed across SWR’s Class 158/9 and Class 444 long-distance fleets, giving passengers direct access to live journey updates from their seats. Each code is unique to its train and carriage, linking users to One Scan, SWR’s digital journey information platform.
The operator has now launched a refreshed version of One Scan, featuring a redesigned interface that brings together live train updates, station information, onward travel connections and personalised journey details in one place. Designed for ease of use, the platform also enables passengers to share their journey progress, access exclusive offers, and provide instant feedback.
Since its launch in 2023, One Scan — developed in partnership with Whoosh — has been used more than 700,000 times. Uptake continues to accelerate, with nearly 38,000 scans recorded in May 2026 alone.
Crucially, feedback submitted via the platform is automatically routed to SWR’s maintenance and train presentation teams, enabling faster identification and resolution of issues across the network.
Matthew Winnie, South Western Railway’s Chief Customer and Commercial Officer, said:
“We know how important providing accurate, timely and accessible information is for delivering a smooth journey. Our refreshed One Scan platform gives a more connected travel experience that helps customers stay informed throughout their journey.
“The easy-to-use QR codes on board trains between London and Weymouth, Portsmouth and Exeter take customers straight to live updates on their journey, with an option to see them in British Sign Language, as well as details of special offers and SWR Rewards.
“Next time you see a QR code on the seat in front of you, scan it and see what One Scan has to offer you.”
Accessibility at the Forefront
A key differentiator for One Scan is its accessibility offering. In 2024, SWR partnered with Signapse to introduce the UK’s first direct-to-device British Sign Language (BSL) travel information system — an industry-first innovation supported by Innovate UK funding.
The system uses photorealistic AI-generated BSL videos to deliver real-time updates directly to passengers’ devices. This represents a major step forward in inclusive rail travel, particularly for Deaf and deafblind customers who may otherwise miss critical information such as disruption alerts or platform changes.
Unlike written English, BSL is a first language for many Deaf people. By delivering updates in a native format, One Scan ensures information is clearer, more accessible, and available at every stage of the journey.
The innovation has been recognised across the rail sector, winning the 2026 Rail Business Award for Accessibility & Integrated Transport Excellence.
Beyond BSL integration, the platform is built to the same accessibility standards used by the UK Government, ensuring compatibility with screen readers and assistive technologies, while also improving readability for passengers who may struggle with small text.
Digital Engagement Driving Passenger-Centric Rail
SWR’s investment in QR-enabled digital services highlights a broader shift across the UK rail sector towards customer-driven, real-time engagement tools. By combining accessible design, personalised features and rapid feedback loops, One Scan demonstrates how digital innovation can improve both passenger experience and operational performance.
Image and video credits: South Western Railway
