Delivering travel alert notification consistency with disruption enhancements

Since launching personalised travel alert notifications in October 2024, we’ve closely monitored usage and feedback. Based on this, we’re excited to share two enhancements designed to improve how disruptions are created and when travel alert notifications are sent.

Copying existing disruptions

We noticed some operators re-use resolved disruptions by updating the dates to notify users of new events. While this saves time and ensures consistent messaging, it also prevents travel alert push notifications from being sent. Alerts are only sent for new disruptions, meaning editing disruptions won’t trigger travel alerts for users. So inadvertently, customers could miss important updates as they begin to rely on the app notifications.

To address this, we’ve introduced a streamlined way to create new disruptions based on existing ones. This change saves time and ensures consistent messaging for all operators while ensuring Travel Alerts are always delivered as intended. Creating a new disruption from an existing disruption in Passenger Cloud is as simple as navigating into an existing disruption, tapping ‘Clone alert’ and entering a start date for the new disruption.

Better timing for travel alerts

Operators who schedule disruptions far in advance flagged that sending travel alerts too early may lead to users forgetting them. To address this, we’ve implemented the same scheduling logic applied to network change travel alerts:

Travel alerts for disruptions are now sent at midday, two days before the disruption start date, or immediately, if closer to the start time.

This ensures users continue to receive timely and relevant notifications without compromising on their effectiveness.

We’re committed to continuously launching improvements that optimise workflows and support the delivery of exceptional service to passengers. The ongoing feedback from Passenger’s network of operators is invaluable in helping us refine the system.

To find out more about personalised travel alerts, please don’t hesitate to drop us a line.