Over 3.2 million personalised travel alerts in first six months

It has been six months since we launched our Personalised Travel Alerts capability for Passenger white-label customers, and it’s clear the technology has enabled meaningful progression in how the industry handles disruption information. Launched on October 21st as part of Passenger’s new Enterprise Inform capability pack, this feature has quickly become a valuable tool for riders across a growing number of operators. As of 24th April 2025, our technology has sent 3,237,102 highly targeted notifications to riders about the disruptions that matter to them.

Customers already invested in the Contactless Journeys module were automatically upgraded to Enterprise Inform at launch, gaining immediate access to personalised alerts. This included valued partners like Blackpool, Brighton & Hove, Carousel, Fastrack, Metrobus, Oxford Bus Company, and Reading. There are now 21 active deployments, including the latest operator to launch with Passenger, Newport Bus.

The adoption of personalised alerts is enabling operators to move away from traditional social media updates for service disruptions. As discussed in our November article, The Death of Social Media Service Disruptions, several operators, including Southern Vectis on the Isle of Wight, have since stopped posting updates to social channels such as X and Facebook, or indeed revised their strategies to make a more nuanced use of social media when sharing this type of information.

Since launching Personalised Travel Alerts, we’ve closely monitored usage and feedback. Based on this, in December 2025, we made two enhancements designed to improve how disruptions are created and when travel alert notifications are sent.

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 alerts from being sent. To address this, we introduced a streamlined way to create new disruptions based on existing ones. This change ensures alerts are always delivered as intended.

Additionally, operators who schedule disruptions far in advance raised concerns that sending Travel Alerts too early may lead to users forgetting them. To address this, we implemented the same scheduling logic applied to network change travel alerts bringing the alerts much closer to the start time. This ensures users receive timely and relevant notifications without compromising on their effectiveness.

Combining Personalised Travel Alerts and Contactless Journeys capabilities has clearly resonated with new customers, too. For organisations considering a move to Passenger, ensuring they can access capabilities relevant to their operations has been critical to their decision-making.

Flexibility in deployments has also been a key factor in the success so far. Over the six-month period, we’ve observed a consistent pattern in how operators choose to roll out Personalised Travel Alerts. Once they’ve signed off on Enterprise Inform, they have the flexibility to enable travel alerts on a date that aligns with their marketing plans. This makes perfect sense, as personalised alerts are a significant feature that operators understandably want to promote effectively to drive maximum user engagement.

The process for enabling Contactless Journeys involves establishing access to the data through partners such as Littlepay. It requires operators to verify the quality of the data pulled from the platform. As a result, enabling Contactless Journeys often brings to light minor data inconsistencies that operators then address within their contactless provider’s systems.

Overall, the first six months of Personalised Travel Alerts have been a resounding success. We’re incredibly proud of this capability’s positive impact on the rider experience, providing timely and relevant information directly at their fingertips. The growing adoption rate and the enthusiasm from existing and new customers are a testament to the value of proactive communication in today’s transport landscape.

If you’re interested in learning more about how Passenger’s technology can enhance the rider experience for your organisation, drop us a line and we’ll be happy to help.