ScotRail Trials New Real-Time Announcement System to Improve Passenger Information During Disruption

Industry-wide pilot will allow railway control centres to send live announcements directly to trains, giving passengers faster and more consistent updates when services are disrupted.

Rail passengers travelling on some of Scotland's busiest routes are set to receive faster and more accurate travel information thanks to the launch of a new onboard communications system designed to transform the way disruption is managed.

From 21 July, ScotRail has begun piloting the On Train Passenger Announcements (OTPA) system across 38 trains, allowing railway control teams to broadcast live service updates directly to passengers during delays and disruption.

Developed collaboratively by Network Rail, ScotRail and the Rail Delivery Group, the initiative forms part of a wider programme to modernise passenger communications across Britain's railway.

Real-Time Updates Direct to Passengers

The new technology enables staff in Scotland's railway control centre to send announcements simultaneously to multiple trains using the railway's dedicated GSM-R communications network, which already provides near-complete coverage of Britain's rail infrastructure.

Rather than relying solely on drivers to relay information during operational incidents, controllers will now be able to issue consistent, real-time announcements directly to affected services.

The system uses advanced text-to-speech technology, allowing messages to be updated instantly as incidents develop and ensuring passengers receive the latest information without delay.

Improving the Passenger Experience

Providing timely information during disruption has long been recognised as one of the biggest challenges facing the railway.

The new system is designed to complement existing customer information channels, helping passengers better understand delays, service alterations and expected recovery times while reducing uncertainty during their journeys.

By enabling operational teams to communicate directly with trains, the technology also allows drivers to concentrate on safely operating services rather than managing frequent onboard announcements.

Collaboration Across the Industry

Jo Shelley, Head of Programme Management at Network Rail, said the technology has the potential to significantly improve passengers' experience when disruption occurs.

She 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."

Helping Customers Stay Informed

ScotRail believes the new announcement system will make communication with customers significantly quicker and more effective during operational incidents.

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, providing 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."

Potential Rollout Across Britain

The Scottish pilot will be closely monitored to assess customer feedback, operational performance and safety before decisions are made on wider implementation.

If successful, the technology could be introduced by train operators across Britain, creating a more consistent approach to passenger communications during disruption.

Jason Webb, Chief Executive Office Director at the 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."

Supporting the Digital Railway

The launch of the On Train Passenger Announcements system is another example of the rail industry's growing use of digital technology to improve operational performance and customer service.

While much of the focus on railway innovation has centred on digital signalling, predictive maintenance and new rolling stock, better passenger information remains a key part of delivering a modern railway.

By providing accurate, real-time updates directly to passengers' journeys, the new system aims to reduce confusion during disruption, improve customer confidence and create a more responsive and connected railway for millions of passengers in the years ahead.