GERMAN Rail (DB) has launched a €50m immediate action programme to improve the delivery of passenger information across the network, including development of an operator-neutral website and app.
The programme is one of three announced by DB CEO, Evelyn Palla, in December as part of a major restructuring of the German national operator. The first, launched in February, is focusing on improving station cleanliness and security. DB will invest a total of €140m in the action programmes, the third of which will focus on improved comfort for long-distance travellers.
Palla and federal transport minister, Patrick Schnieder, launched the passenger information action programme on July 8. Palla says that an additional €50m will be invested between now and the end of 2027 on modern IT and extensive use of artificial intelligence (AI) systems.
“This programme is intended to ensure that travellers are comprehensively informed about travel events across all channels, almost in real time, and in a consistent manner,” says Schnieder.
DB says that information about disruptions, including cancelled stops, delays or changes to connecting services, will be received, aggregated and forwarded to relevant customer channels more quickly.
With AI-based virtual assistant Kiana, users logged into their accounts on DB’s website can immediately request accurate and personalised information about their journey in over 100 languages. By the end of the year, DB says Kiana will be available to all passengers using the DB website or the DB Navigator app.
The DB Navigator app will be improved to deliver short-notice changes, such as platform alterations, faster, from around 1 minute to 2 seconds. Push notifications will be implemented directly to the app later this year.
DB says it is developing a provider-neutral website and app, which will be available from December 2026. This will provide a one-stop-shop for digital passenger information, consistent with information already available at station information points.
Around 7,000 new displays will be installed by DB at small, medium, and large stations to offer passengers improved readability and more space for key information. At large stations, the displays will also show train formation, including class and on-board facilities, as well as details of connecting trains. Displays at smaller stations will include a text-to-speech push button and a screen for information about planned engineering work.
Central data platform transfer
After extensive criticism from third parties, DB has confirmed that the central data platform for passenger information will transfer to infrastructure manager DB InfraGO, which it says will provide the technical foundation for improved, integrated passenger information across operators.
However, rail industry bodies are critical over DB’s refusal to transfer its website and Navigator app to DB InfraGO, as they say this misses an opportunity to turn Navigator into a competition-neutral and open platform for passenger information and sales.
“This approach is a reminder, especially for federal government, that it is not the Ministry of Transport (BMV), but DB that makes fundamental decisions for the entire industry under its own authority” says Peter Panitz, president of the Federal Association for Local Passenger Rail Transport (BSN).
