Southeastern has become the first UK train operator to introduce an automated system that communicates planned timetable changes to passengers on a train-by-train and station-to-station basis, following a £260,000 upgrade to its Customer Information System (CIS).

The upgrade enables customers to see precisely how their journey is affected, including whether a service is early, late, or cancelled. Information is delivered through tailored station screens and announcements, replacing a largely manual process that previously limited detailed updates to services altered by two minutes or more.

The system generates clear, service-specific messages within seconds rather than days, reducing the risk of missed updates. It also produces simultaneous station-by-station reports, allowing frontline teams to respond more effectively to passenger queries.

During disruptions, such as severe weather or short-notice alterations, the system can automatically import temporary timetables, ensuring accurate information is provided as quickly as possible. Additional improvements include clearer explanations for delayed services, faster identification of cancellations, and enhanced platform information to prevent passengers from waiting in the wrong location.

At origin stations, displays show an incoming train’s live location and expected arrival time. If live data feeds fail, the system retains the last known forecast rather than defaulting to a generic “Delayed” message.

The upgrade has been delivered in partnership with Worldline, whose CIS technology supports station screens, announcements, and wider digital information channels across the rail network.

“When timetables change, it’s vital that customers can clearly see what’s  different about their train. In the past, creating personalised announcements  and display messages for every affected service took a huge amount of manual  effort, with an inevitable risk of things being missed. 

“We can now do this automatically, quickly and consistently, not just for Southeastern, but in a way that can benefit customers across the rail network. It’s a genuine step-change in how timetable information is delivered and is in line  with our mantra of “if we know, you know.”  

John Till, Head of Information Delivery at Southeastern.