ScotRail takes control of customer information

Wednesday, 25 September 2019

ScotRail has rolled out a digital information tool on board its trains, meaning customers will now benefit from enhanced information during times of disruption.

Global System for Mobile Communications – Railway or GSM-R is an international wireless communications standard for railway communication and applications.

The digital communication system, which was previously only used as a secure and dependable way for train drivers and signallers to communicate, has been now been rolled out to ScotRail’s fleet of electric trains in Strathclyde as a customer information tool.

GSM-R allows ScotRail’s signalling control centre to make customer announcements through the trains on-board PA system.

ScotRail’s control centre can also pass on key messages to customers about engineering works and special events.

The rollout follows a successful six-month trial on the Glasgow North Electric Line between Helensburgh / Balloch / Milngavie – Cumbernauld / Airdrie / Edinburgh via Glasgow Queen Street Low Level.

ScotRail Customer Information Strategy Manager Anne Gray said:

“Enhancing the experience of customers is vital, and the provision of accurate, real time information plays a huge part in that - the more that’s available, the better.

“The rollout of GSM-R to our electric trains means customers can now get up to the second information directly from the people who’re working hard to get services back to normal when things go wrong.”

NOTES

GSM-R has been rolled out on the following ScotRail trains:

  • Class 334, Class 380, Class 320, Class 318 and Class 385 (Lanark / Neilston / Cathcart services only).

GSM-R has been rolled out on the following routes:

  • Helensburgh / Balloch / Milngavie – Cumbernauld / Airdrie / Edinburgh via Glasgow Queen Street Low Level.
  • Balloch / Dalmuir / Milngavie – Lanark / Larkhall / Motherwell / Whifflet via Glasgow Central Low Level
  • Glasgow Central – Ayr
  • Glasgow Central – Gourock / Wemyss Bay / Largs / Ardrossan Harbour
  • Glasgow Central – Neilston / Newton / Cathcart Circle