Passenger Experience award - Railway Industry Innovation Awards 2020

This category comprises entries focused on making journeys better for passengers, whether that’s through better information, an improved on-board experience or better customer service. The shortlisted entries are introduced by category sponsor the Institution of Railway Operators:

  • Inside Track – a two-way communications podcast for customers created by Chiltern Railways
  • Let’s Eat – At Your Seat – an industry-first online food and drink ordering service from LNER
  • Automated Delay Refunds – a new platform developed by Govia Thameslink Railway to accelerate refunds to customers due to the Covid crisis
Institution of Railway Operators