May 18, 2024

LNER establishes personalised alerts

London North Eastern Railway (LNER) is launching a new digital service, LNER Assistant, which sends personalised service updates direct to customers' mobile phone and smart watches.

LNER is the first operator to integrate booking data and live train information to deliver personalised alerts to customers across multiple channels.

Customers who book direct at will automatically receive travel updates, including platform notifications and live disruption information, through Facebook Messenger, the LNER Travel Buddy app or by text message.

“Disruption is one of our biggest detractors when it comes to our customer satisfaction scores and we know that customer information is a huge influencer of this,” says Danny Gonzalez, Chief Digital and Innovation Officer at LNER.

“We therefore wanted to empower our customers by giving them live updates about their journey. This allows customers to make decisions about their own journeys and in turn helps us improve the customer experience.”

The operator hopes to roll-out the service to all customers – regardless of how they bought their ticket – and to broaden its messages to include Delay Repay notifications and alternative travel advice.

LNER Assistant has been developed by LNER in partnership with disruption information specialists Zipabout and Merkle, the operator’s customer data platform provider.