News
The importance of accurate travel information during disruptions
- 7 July 2025
“Travelers differ in location, purpose of travel, and mobility needs. Someone already on the tram requires different information than someone still planning their journey at home. People with disabilities or older adults also have specific informational needs. By addressing these differences, the travel experience can be significantly improved, and stress can be reduced. This contributes to passenger satisfaction, especially during disruptions,” explains Martijn van Aartrijk, business consultant at ICT InTraffic.
The role of the passenger information officer (PIO)
The Passenger Information Officer (PIO) plays a central role in providing targeted information to passengers. Currently, this role is often spread across multiple functions. “The advantage of having a dedicated PIO is that this person gathers and analyzes data during quieter moments, when operations are running smoothl, and translates it into clear and useful advice for different passenger groups. So, when a disruption occurs, everything is ready to go,” says Van Aartrijk. The PIO works closely with traffic control but has a distinct focus: putting the passenger first.
Ariadne: Smart support for the PIO
“With Ariadne, we’ve developed an innovative system that supports PIOs with real-time data, smart algorithms, and tailored communication suggestions,” says Erik van der Kuil, business consultant at ICT InTraffic. The system helps identify problem areas quickly and disseminate relevant information through the right channels. This ensures that travelers are informed quickly and appropriately, even in chaotic situations.
What makes Ariadne unique is its combination of real-time data, intelligent algorithms, and generative AI to automatically create suggested messages for specific passenger groups. On a clear and interactive map, the PIO can instantly see which lines are experiencing issues, which transfers are at risk, and which target groups need to be informed first. Ariadne then generates communication proposals tailored to each group and each channel, which the PIO can easily adjust and send out. The system makes use of all existing communication channels, from travel apps to DRIS (Dynamic Passenger Information Systems) to on-board displays.
“With Ariadne, we create calm in the chaos,” says Van der Kuil. “The system helps the Passenger Information Officer quickly gain oversight and take targeted action. This way, we can genuinely reduce the impact of a disruption on the traveler.”
More than just technology
Good travel information is not just about technology, it’s also about empathy and timing. “Passengers want acknowledgment of their situation and clear instructions on what to do next. By guiding them through the situation step by step, you create trust and calm,” Van der Kuil concludes. Targeted travel information is essential for a positive travel experience, especially during disruptions. By putting the passenger at the center, public transport companies can increase both trust and satisfaction, particularly when it matters most.
Want to now more?
Read our whitepaper 'Passenger Information during Disruptions - Take travellers seriously with target group-specific and action-oriented information'.
