This work was submitted at the

Institute for Railway Vehicles and Transport Systems

Passenger Experience

Seminar Thesis

Seminar – Digitalization in Rail Vehicle Technology

submitted by

Siddharth Joshi (429474)

Pawan Singh (417199)

Dishantkumar Patil (417422)

 Seminar Thesis
Siddharth Joshi (429474)

Pawan Singh (417199)

Dishantkumar Patil (417422)

Subject: Digitalization in Rail Vehicle Technology

“Passenger Experience”

Motivation:

"In today's climate, many countries have set the goal of reducing greenhouse gas emissions, which
would be impossible without the contribution of the public transportation sector." Rail transportation
has always been an important aspect of public transportation and will continue to be so in the future.
Rail serves several purposes for travellers, whether it is used to commute to work by city trams or to
travel to see friends and family in foreign nations via long-distance trains. As a result, train companies
are expanding their networks, but this will be sufficient to attract additional passengers.

When passengers travel, they expect their means of transportation to be dependable and punctual. As
a result, driving an automobile is more likely to win by overtaking a sustainable means of public
transportation. Aside from dependability, low-cost and pleasant seating can encourage users to use
public transit more frequently. The cost is not only monetary; it can also involve the amount of time
required to travel to the destination, which may be an issue for travellers depending on their plans.
Train operators must think creatively about methods to offer passengers travel time as a motivator.

Considering these points, the passenger experience can be divided into three sections, where
passengers are in close contact during their journey, which can be categorized as devices such as
mobile phones and tablets. These are the major devices passengers carry during their journey to keep
updated with their mode of transport. Second, infrastructure plays an important role in providing
passengers with a better experience in terms of comfort, safety, and easy access to services. Lastly, the
vehicle side where passengers are going to spend the majority of their time on the journey in which the
passenger flow can be attracted is the most influential factor for the passenger experience.

Passenger
Experience

Commutator Infrastructure Train On-

boarding

Mobile optimised Onboard Amenities and

info via SMS Real time info. Passenger flows
applications connectivity connectivity entertainment
Table of contents
1 Digital Ticketing -3-

1.1 Cloud Billing Services and Blockchain Testing -5-

2 Real Time Information -6-

3 Personalizing Passenger Experience -8-

3.1 Onboard Systems -8-

3.2 Offboard Systems -8-

4 Onboard Connectivity and Entertainment -9-

4.1 Role of Digitalization in Rail Vehicle Tech in terms of Onboard Connectivity -9-

4.2 Technical Implementation -9-

5 Smart Stations and Facilities - 10 -

5.1 Role of Digitalization in Smart Stations - 10 -

5.2 Example of a Smart Station (Berlin Hauptbahnhof) - 11 -

5.3 Technical Implementation of the Smart Station - 11 -

6 Customer Feedback and Support - 12 -

7 Digitalization for Enhanced Safety and Preventive Measures - 14 -

7.1 Safety Alerts - 14 -

7.2 Integration of IoT and Data Analytics - 14 -

Bibliography - 16 -

List of figures - 18 -

1
 INTRODUCTION
The passenger experience has evolved as a significant focus point in the modern transportation
landscape, where digital advances are reshaping industries. This transition is most visible in rail
transportation, where the fusion of traditional commuting and cutting-edge digital technologies is
ushering in a new era of passenger-centric travel. The journey from point A to point B is no longer just a
physical shift; it has evolved into an immersive experience that is changing dramatically.

This chapter explores the complicated connection between digitalization and improving passenger
experience in the context of rail transportation. We hope to uncover the numerous ways in which
digital transformation has improved the way passengers perceive, interact with, and benefit from train
travel through carrying out a comprehensive review of relevant research and drawing ideas from real
implementations. The panorama of train travel is being transformed into a seamless, efficient, and
delightful journey, from the optimization of ticketing and boarding operations to the incorporation of
digital amenities that cater to varied demands.

Throughout the pages that follow, we will journey across the perspective of passenger-focused digital
innovation, uncovering the difficulties overcome and the achievements attained. The journey will
include the incorporation of modern technologies such as mobile apps, contactless payments, and real
-time information dissemination, which will all work together to redefine simplicity and accessibility. In
addition, we will look to the future, where the convergence of artificial intelligence, data analytics, and
personalized services will change not only how passengers perceive train travel but also the way they
actively participate in defining their own travels.

As we begin on this journey of discovery, one reality emerges: the digital revolution of rail
transportation is, at its core, a journey of reviewing the passenger experience. It is an account of
empowerment, comfort, and seamless connectivity that converges to transform rail travel from a mere
means of transportation to an anticipated, relished, and remembered experience.

Fig. 1: Structure of digital railway

This pyramid illustrates the structure of digital railways, in addition to the key elements that are
important for railway development in each area, such as infrastructure, vehicle infrastructure, and
customer service.

2
 1 Digital Ticketing
Railway digitalization, including digital ticketing, improves the consumer experience by increasing
value and matching expectations. The Digital Ticketing System is the IoT starting point for data
collecting, which leads to increased satisfaction. It benefits both businesses and passengers. This
system grows by collecting fees, charging fair prices, increasing passengers, and lowering costs through
optimization. It provides hands-free and integrated ticketing for a more complete user experience.

As an illustration, Hitachi's technology monitors passengers on numerous modes of transportation

using wireless devices. This includes backend servers, frontend wireless equipment, and smart devices.
For location and payment, wireless devices at stations require a specific app. Through data collection,
this technology provides a foundation for MaaS expansion.

Fig. 2: Digital Ticketing System (Hitachi)

MaaS is a concept of interconnected mobility that includes real-time planning, booking, and ticketing.
It compares public and private transportation options, taking into account elements such as cost and
time. The Multimodal Full-Service Mobility Platform 4.0 from Deutsche Bahn incorporates apps for rail,
bike, automatically rentals, and travel planning, providing real-time data and onboard details.

Fig. 3: Deutsche Bahn’s Mobile Phone Applications

SiMobility Connect is a smart B2B platform that brings together multiple mobility services for a unified
user experience. This system provides a variety of functions to transportation operators, including real-
time updates, multimodal trip planning, and booking. It includes both public transportation and private
services that include car and bike sharing. Routes are optimized using the most recent traffic statistics.
Local governments gain from cost-effective 'as a service' solutions, which promote the rise of Mobility
as a Service (MaaS). Siemens is driving worldwide implementation with the Ertico MaaS Alliance.

The major application of SiMobility JustGo is Be-in/Be-out (BiBo) ticketing. Bluetooth low-energy
transmitters (beacons) are discovered on cell phones utilizing the BiBo app. Data is delivered for
analysis, and billing reflects the travel, which may result in cost savings. This improves user comfort

3
while also paving the road for future mobility evolution.

Fig. 4: Technologies Used By BIBO Application

1.1 Cloud Billing Services and Blockchain Ticketing

To improve the present digital ticketing system and address difficulties such as complex payments,
fraud, integration constraints, privacy concerns, manual processing, and transparency gaps, cloud
billing and blockchain ticketing are being introduced.

T-Systems provides a brief overview of Cloud billing as part of the VDV eTicket Service, which
represents a significant advancement in public transportation. Passengers benefit from trip cost
information, unique product access, and automatic billing. T-Systems uses their cloud billing system for
efficient automated claim clearance, which is supported by microservices and standardized APIs.
Scalability, clear prices, and user-friendly experiences are provided by the VDV eTicket Service on Open
Telekom Cloud, enabling digital sales without significant upfront investments. Scalability enables easy
handling of rising loads and new users.

Traditional methods are being replaced by a blockchain ticketing system. Passengers require a linked
digital wallet that can be accessed via an app, card, or keys. The wallet is compatible with different
systems, assuring data security. Smart contracts, like railcards, provide discounts. Tokens containing
discount information are sent to wallets, preventing fraud. Buying takes place on platforms such as
Hyperledger, Ethereum, and NEO. Smart contracts connect travelers, suppliers, and blockchain,
speeding up the process. It manages tickets, reservations, multi-person railcards, and many modes of
transportation. Decentralization facilitates the storage of transport tokens. Security is critical; stolen
account information requires immediate action to prevent illegal wallet use. In a nutshell, blockchain
ticketing provides transparent, secure, and efficient procurement. Passengers desire easy, secure
purchasing and flexible travel options

2 Real Time Information

4
Passengers today require accurate, timely, and clear information due to the importance of
connectivity. Real-Time Passenger Information (RTPI) improves public transportation by providing
clear information about journeys, increasing confidence. There are detailed directions on connections,
arrival schedules, and next steps. Timely, precise information reduces perceived and actual travel time,
lowering stress. Shorter wait times and more relaxed arrivals encourage frequent usage of public
transportation.

The real-time passenger information system gives public transportation users up-to-date information,
such as travel length and route specifics. It may also contain critical information from the transit
operator. Data can be shown visually, by oral announcements, and in other ways. It is critical to
accurately display arrival timings utilizing smart car placement in variable traffic. This improves
passenger comfort, planning, and control.
Real-time passenger information can be relayed through multiple avenues, including:
1. Dynamic Passenger Information Displays: These are placed at stops, platforms, and stations,
providing arrival times and other updates.
2. Mobile Applications: Smartphone apps enable passengers to access information about
specific modes of transport, check for delays, and gauge crowd levels.
3. Automatic Public Address Systems: Designed for visually impaired passengers, these systems
provide real-time information through audio announcements.

Public transportation information is frequently available at bus, tram, and train stops. Screens provide
live arrival times as well as text-to-speech voice notifications. This audio feature reads train schedules.
Railways also feature real-time information systems with displays and announcements that are linked
to a central hub and follow criteria.

Investing in dynamic information, better connections, and newer trains increases public transportation
utilization while decreasing dependency on automobiles. This change improves cost, speed, comfort,
and CO2 emissions. More public transportation reduces pollution and improves health.

Consider Siemens' Passenger Information Plus: improving travel through innovation, providing better
travels for both old and new vehicles. PI+, developed in collaboration with Wiener Linien,
revolutionizes urban mobility by improving public transportation in smart cities, increasing operations
and performance through the seamless integration of digital data for better passenger direction
throughout the metro network.

Fig. 5: PI+ by Siemens

5
 3 Personalizing Passenger Experience
Digitalization within the rail industry enhances passenger experiences both on and off board by
tailoring journeys to individual needs. This involves data analytics, leveraging past travel and AI to
comprehend behaviors and preferences. Various methods will be explored to augment satisfaction,
loyalty, and market competitiveness. This discussion will elaborate on onboard and offboard
enhancements, detailing rail operators' implementations to enrich passenger experiences.

3.1 Onboard Systems

Personalized Entertainment and Services: Leveraging passenger data transforms onboard

experiences. Analyzing preferences and past behavior allows rail companies to suggest personalized
services such as seat reservations with options like window views or quiet zones. Utilizing data and
time, tailored restaurant offers align with individual tastes, such as a morning breakfast with
cappuccino. SNCF showcases this with in-seat entertainment on high-speed TGV trains, enhancing
journeys with personalized content.

Customized Journey Information: Passenger data enriches the onboard experience with tailored
journey details. By assessing passenger data and interests, rail operators offer relevant insights on
upcoming destinations and landmarks. Utilizing apps, real-time reminders about upcoming stations
enable efficient exit preparation. This strategy, exemplified by Swiss Federal Railways (SBB) and
Deutsche Bahn's DB Navigator app, cultivates a stronger bond between passengers and their journey,
enhancing the travel experience through personalized information dissemination.

3.2 Offboard Systems

Tailored Travel Planning: Passenger data's impact stretches to pre-travel planning, transforming the
planning phase. By analyzing preferences and historical data, rail companies can propose personalized
itineraries that save time and align with passenger interests. These tailored options cover train types,
direct/indirect connections, and preferred timings. The Indian Railways' IRCTC Rail Connect App offers
a notable example, suggesting routes and guiding users through booking, showcasing the power of
passenger data in enhancing planning efficiency and alignment with individual preferences.

Dynamic Engagement Through Frequent Traveler Programs: Leveraging passenger data extends to
nurturing enduring engagement through frequent traveler programs. Through scrutinizing travel
patterns, preferences, and behaviors, railway companies can curate tailored incentives that attract
passengers to join these programs. The Deutsche Bahn's BahnBonus program exemplifies this, enticing
participation with personalized offers. This multi-tiered program, comprising Silver, Gold, and Platinum
tiers, offers benefits including discounted onboard meals, dedicated seating, and complimentary class
upgrades, underscoring the rewards of personalized engagement.

6
 4 Onboard Connectivity
In the contemporary landscape of rail travel, onboard connectivity has emerged as a pivotal factor in
enhancing the passenger experience. With the rapid proliferation of digital technologies, passengers
increasingly rely on seamless connectivity for work, communication, and entertainment during their
journeys. The availability of onboard connectivity not only addresses these needs but also contributes
to a more productive and enjoyable travel experience. Passengers expect to remain connected to the
digital realm while on board, and the provision of reliable internet access and entertainment options
has become a key differentiator for rail operators aiming to elevate their services.

4.1 Role of Digitalization in Rail Vehicle Technology in terms of

Onboard Connectivity

Digitalization in rail vehicle technology plays a transformative role in providing onboard connectivity
and entertainment. Through the integration of advanced communication systems, sensors, and data
processing capabilities, rail operators are able to establish a robust digital infrastructure that caters to
passenger needs. The foundation of this connectivity lies in the adoption of Internet of Things (IoT)
principles, wherein devices within the train are interconnected to create a network that facilitates data
exchange.

4.2 Technical Implementation

Satellite and Cellular Networks: Enabling onboard connectivity in trains involves intricate hardware
integration and strategic collaboration with telecommunication providers. Rail operators partner with
these providers to install satellite and cellular network equipment, ensuring uninterrupted
connectivity, even in remote areas. This connectivity empowers passengers to access emails, browse
the internet, and use communication apps throughout their journey. Notably, Deutsche Bahn, a
German operator, teamed up with major mobile network providers to equip their trains with LTE
connectivity, providing high-speed internet services. In a remarkable advancement, the latest trainset
of Deutsche Bahn's long-distance fleet, the new ICE 3neo, features a finely lasered grid on the glass that
facilitates improved mobile phone signal reception. Trains are outfitted with satellite antennas for
communication in remote zones, while cellular equipment enables rapid data transfer within network
range. Seamless handover mechanisms ensure smooth transitions between networks, enhancing the
passenger experience. Onboard data centers manage data traffic, security, and content delivery,
enabling secure access and reliable connections for passengers' devices and essential onboard
systems. This symbiosis of satellite and cellular networks, combined with data management and
security measures, elevates convenience and enjoyment during rail travel, allowing passengers to
remain connected and access entertainment options and real-time information.

Wi-Fi Hotspots: Rail vehicles are equipped with onboard Wi-Fi hotspots, enabling passengers to
connect their devices to the train's network. Swiss Federal Railways (SBB), Deutsche Bahn and the
Austrian State Railways (ÖBB) are some notable examples, having rolled out free Wi-Fi across many of
their rolling stock. The digitalization of Wi-Fi systems involves the installation of routers, access points,
and back-end servers that manage user authentication and data traffic.

7
 5 Smart Stations and Facilities
Smart Stations in the realm of rail transport refer to technologically advanced and interconnected
transportation hubs that leverage digitalization to enhance the passenger experience. These stations
integrate various technologies, such as the Internet of Things (IoT), data analytics, and real-time
communication systems, to create an environment that is efficient, convenient, and passenger centric.

The basic model of a smart station can be divided into three main components:
- Smart Management
- Smart Infrastructure
- Smart Mobility

Fig. 6: The Smart Station Model

5.1 Role of Digitalization in Smart Stations

The synergy of digitalization and smart station infrastructure revolutionizes the passenger experience
in rail travel. By seamlessly integrating digital technologies within stations and rail vehicles, a cohesive
ecosystem emerges, augmenting various aspects of the passenger journey. This ecosystem ensures a
seamless travel experience, offering real-time updates and information dissemination through digital
displays, interactive kiosks, and mobile apps. Personalized services cater to individual preferences,
while contactless transactions redefine ticketing and payment methods, enhancing convenience and
efficiency.
Moreover, advanced security measures employing surveillance cameras, sensors, and real-time
communication channels contribute to a safer station environment. The wealth of data generated
supports data-driven operational efficiency, optimizing resource allocation based on passenger flow
patterns. Additionally, intermodal connectivity is facilitated, enabling effortless transitions between
different modes of transportation

8
 5.2 Example of a Smart Station – Berlin Hauptbahnhof

Berlin Hauptbahnhof, one of Europe's largest and busiest railway stations, serves as a prime example of
how smart station concepts are implemented on the mainland. Here's how digitalization enhances the
passenger experience:

⮚ Digital Passenger Information

The station employs an extensive network of digital information boards and displays that provide real-
time train schedules, platform information, and travel updates in multiple languages. These displays
are strategically positioned throughout the station, ensuring passengers can quickly access the
information they need.
⮚ Mobile Apps for Connectivity
Berlin Hauptbahnhof via the DB Navigator assists passengers with navigation within the station,
provides real-time information about train departures and arrivals, and helps plan intermodal journeys
with other modes of transportation. The app also features a map of the station layout to guide
passengers to their desired platforms and facilities.
⮚ Contactless Ticketing and Payments
The station supports contactless payment methods, allowing passengers to purchase tickets using their
smartphones, contactless cards, or digital wallets. This reduces the need for physical ticket counters
and minimizes waiting times, enhancing efficiency.
⮚ Smart W aiting Lounges
Berlin Hauptbahnhof provides comfortable waiting areas equipped with charging stations, Wi-Fi
connectivity, and digital screens displaying entertainment and relevant travel information. These
lounges improve passenger comfort and provide a convenient space for travellers to wait before their
journeys.
⮚ Efficient Intermodal Connections
The station is well-connected to other modes of transportation, including trams, buses, and the city's
metro system. Digital information kiosks and signage within the station help passengers seamlessly
transition between these different transportation modes.

5.3 Technical Implementation of the Smart Station (Berlin

Hauptbahnhof)

⮚ Technical Infrastructure
High-speed Wi-Fi, reliable cellular connectivity, and a robust wired network ensure seamless
communication for passengers and station operations.
⮚ Data Integration
The station integrates data from various sources, including train operators, public transport
authorities, and third-party services, to provide accurate and real-time information to passengers.
⮚ Cloud Services
Cloud computing solutions are utilized to manage and store the vast amounts of data generated by
passenger interactions, ticketing, and information displays.
⮚ Cybersecurity Measures
To safeguard passenger information and station operations, robust cybersecurity measures are in
place, including encryption protocols and intrusion detection systems.

9
 6. Customer Feedback and Support
The need for the operator to understand the wants and requirements of the customer for their safe
experience in the journey has grown as the number of passengers on trains has increased. Many
railroad firms are using online surveys as a result of digitalization to get information from passengers.
There are many ways to conduct these surveys, including:

- Ticekting Apps: Customers are encouraged to complete surveys after their travel by using the
railroad's official ticketing app. This tactic is useful since it utilizes a platform that passengers are
currently using.

- Social Media: Railroad companies routinely monitor social media platforms for remarks and
complaints posted by passengers. Utilizing specific hashtags or mentions, some companies
actively encourage customers to talk about their travels on social media. All the countries public
and private railway operator have their own social media account for survey and feedback.

Fig. : Social Media presence of Railway Operators for Customer Grievance

- Prompt Redressal
Support: Companies and researchers are working to advance chatbot technology,
particularly in the field of natural language development and understanding. Due to this, chatbots
are able to understand passenger inquiries better and provide informative responses. Chatbots
were created to make it simpler for passengers to book tickets, maintain reservations, and do
other transactional operations. This includes managing secure payment processing. Studies
examined at how chatbots could function on a variety of platforms, including websites, mobile
apps, messaging apps, and even voice-activated gadgets like smart speakers. Indian Railway as a
chatbot named DISHA 2.0, which helps passenger with all enquiries required. This make it easier
for the passenger to take next step without waiting for staff support as it is available 24x7.

- Proactive Communication: Digitalisation has help operator to reach out to customer in advance
with timely manner and relevant information about their journey. With the help of digitalisation
passenger gets many leverages when they have service available for 24x7. It has many
advantages, for example:

10
1. Data Driven Insight: Data collection includes real-time data on train movements, station
conditions, weather, and passenger behaviour. Railway operators utilize digitalization to
gather and analyse large volumes of data.

2. Predictive Analysis: Advanced data analytics and predictive modelling assist operators in
foreseeing future disruptions, including as delays brought on by inclement weather or
technical problems. These forecasts allow for pre-emptive reactions.

3. Passenger Apps: Mobile apps and online platforms that deliver real-time information
regarding train schedules, platform changes, and service status are made available to
passengers by railway operators. These apps might offer real-time train tracking.

4. Automated Alerts: Through apps or SMS notifications, passengers can sign up for
automated alerts to receive timely updates about their individual journeys and
anticipated delays.

5. Alternative Options: To reduce inconvenience when disruptions happen, digitalized

systems can offer customers alternate travel options including being rerouted into
different trains, buses, or even taxis.

Fig. : Chatbot DISHA 2.0 of Indian

Railways

11
 6 Digitalization for Enhanced Safety and Preventive
Measures

6.1 Safety Alerts

Thanks to digital platforms, train operators may immediately notify passengers of crises or security
situations and provide them with guidance via mobile apps or SMS. Apps which contain helpline
numbers like that of the health services, nearest police or fire station based upon the passenger’s
location.

6.2 Integration of IoT and Data Analytics

IoT is advantageous for the rail sector. It's crucial to mention cutting-edge features or capabilities that
IoT brings to the table and makes possible beyond just the economic arguments for adoption by the rail
industry. Examples include:

1. Improved and widespread connectivity can offer reliable Internet-based services and
applications that accurately cover the entirety of the passenger journey. Information on
board or even internet entertainment will enhance the passenger experience more than ever.

2. In contrast to human random and spot sampling, continuous monitoring and surveillance of
the material enables early detection of incidents like breakdowns or cyberattacks, lowering
safety concerns. Repairs can be completed promptly as a result, and catastrophe recovery can
start right away.

3.
The

optimum use of the railway's rolling stock is made possible by high accuracy, continuous, and
Fig.9: Flow of information from lineside equipment to servers to the end user via
real-time traffic control, and analyses.
apps
4. IoT facilitates the creation of more precise and timely remote command and control systems
when combined with edge computing. IoT enables avoids placing people in desperate or
dangerous situations by giving train drivers and other workers ongoing communication.

5. Efficient AI-based algorithms and analytics have access to orders of magnitude more data. It is
then feasible to make decisions more quickly and more effectively. Enhanced analytics, the
identification of challenges and opportunities, and future product planning enable the creation
of new and improved business processes.

12
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14
List of figures
Fig. 1: Structure of digital railway … … … … … … … … … … … … … … … … … … … .… - 2 -

Fig. 2:Digital Ticketing System (Hitachi)… … … … … … … … … … … … … … … … … … … . - 3 -

Fig. 3:Deutsche Bahn’

s Mobile Phone Applications… … … … … … … … … … … … … … - 4 -

Fig. 4:Technologies Used By BIBO Application… … … … … … … … … … … … … … … .. - 4 -

Fig. 5:PI+ by Siemens… … … … … … … … … … … … … … … … … … … … … … … … … ..… - 7 -

Fig. 6:The Smart Station Model… … … … … … … … … … … … … … … … … … … … .… … - 10 -

Fig. 7:Social Media presence of Railway Operators for Customer Grievance Redressal -12 -

Fig. 8:Chatbot DISHA 2.0 of Indian Railways… … … … … … … … … … … … … … … … .... - 13 -

Fig. 9:Flow of information from lineside equipment to servers to the end user via apps - 14 -

15