Southeastern and digital retail partner OnTrack have been recognised at the prestigious Transport Ticketing Awards, winning the Best Passenger Experience Initiative category.
The award recognises a programme of enhancements to the Southeastern app – a one-stop travel companion. incorporating fee-free ticket sales, journey planning, integrated Delay Repay, seat finder advice, customer information and live travel updates.
Southeastern and OnTrack have worked together for the last 10 years, but 2025 proved a landmark year for the app, with usage rising 36% year-on-year, and 9 million personalised journey alerts sent to customers during disruption. A programme of product developments has transformed the user experience for passengers with accessibility needs.
The ‘Track My Journey’ app feature enables passengers to view and share instant, real-time information for any UK rail journey. Using GPS to track customer journeys, the sharing feature continues providing live information to friends and family even if the customer’s phone loses signal or battery power. The feature offers particular reassurance to vulnerable passengers travelling alone.
In a UK rail first, Southeastern integrated the Passenger Assist booking process directly into the ticket purchase flow, allowing passengers requiring support to arrange assistance in a single transaction. Bookings for assistance more than doubled last year.
Finally, to understand the real-life challenges facing users who are blind or partially sighted, Southeastern made the app easier to use with OS and Android native screen reader technology.
Astrid Agnew, Head of Digital, Southeastern, said:
"We are absolutely delighted to win this award and the recognition of our joint working with OnTrack to create a genuinely industry-leading app.
“What makes us most proud though isn't the technology – it's the difference it makes to our customers every day. We want every single person using our app to feel like it was built with them in mind, and this award tells us we're on the right track."
James Watson, Managing Director, OnTrack Retail, added:
“Southeastern and On Track are committed to delivering inclusive and innovative digital experiences that support customers at every stage of their journey.
“We have worked closely with Southeastern for the last decade to keep continually improving the services we provide to customers and this award is a fantastic recognition and reward for these efforts.”
ENDS
