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UK Premiere: Arriva Rail London App from HaCon Shows Loadweigh Information in Real Time

Sep 26, 2017

To constantly improve customer service, Arriva Rail London has recently added more innovative features to their HAFAS-based app for station staff.

With "Orinoco," Arriva Rail London's frontline customer service teams have an essential tool at hand: Equipped with their HAFAS app on iPhones and iPads, the station staff are now even better informed about delays or disturbances on London's rails and can immediately forward this information to the passengers. As of recently, staff members now have real-time access to loadweigh information - Arriva Rail London is the first UK train operator to trial this cutting-edge approach.

The new loadweigh software has been introduced on Arriva Rail London's Class 378 trains. It determines how many passengers are in each carriage, revealing where there is still room to accommodate more. The "Orinoco" app immediately shows the free capacities in the trains and thereby helps the service teams to guide waiting passengers to the carriages that are less busy. This not only improves the customer experience, it also helps trains to leave on time.

In addition to their own real-time information, Arriva Rail London has access to Transport for London's and National Rail's real-time data. Any relevant information regarding potential problems is pushed to the staff's devices via "Orinoco." Thanks to HaCon's rule-based solution, it can be easily specified which types of messages will be sent to which member of staff based on the appropriateness, location and individual relevance to that recipient. In addition to delays, station-specific HIM messages are also pushed to the app, e.g. if an elevator is out of order.

Stella Rogers, Customer Experience Director at Arriva Rail London: "On a typical weekday, we transport more than 660,000 passengers whose travel experience we intend to make as comfortable as possible. 'Orinoco' provides our service teams with accurate passenger loading data or 'loadweigh' which allows us to direct passengers to less busy carriages and helps ensure that they have a more enjoyable commuting experience. Furthermore, with passengers boarding quieter carriages, we can get trains boarded quicker and further improve on-time performance."

Whether live departures, interactive live map or train details: With HAFAS, the flow of real-time information from control room to frontline teams to passengers has improved significantly. The train loadweigh is visible in each of the screenshots above.

About HaCon: HaCon provides cutting-edge software solutions for public transportation, mobility and logistics. Our three business units, HAFAS, TPS and Consulting, deliver more than 300 highly qualified specialists and more than 30 years of experience for your success. Since 2017, HaCon has been a member of the Siemens family.

From trip planning to mobile ticketing and fleet management; our HAFAS product suite covers all aspects of Intelligent Transportation Systems (ITS) and creates the ultimate end user experience. Each day our apps and web-based solutions receive over 100 million requests from passengers who rely on HAFAS to empower their mobility choices; this is why our software is considered the highest industry standard for trip planning throughout the world and prompted the Massachusetts Institute of Technology (MIT) to honor HaCon as one of the "50 Smartest Companies" worldwide.

HaCon's TPS solutions for train planning and capacity management enable network providers and operators to make the most of their infrastructure. For more specialized projects, our consulting team empowers our clients to manage complexity with ease and offers customer-specific solutions for rail freight and combined transport.

Headquartered in Hannover, Germany, HaCon also holds offices in Berlin, Paris and London. Visit us at www.hacon.de.

© 2017 HaCon Ingenieurgesellschaft mbH | Lister Str. 15, 30163 Hannover, phone: +49 / 511 / 336 99 - 0, e-mail: info@hacon.de