At seat entertainment is major boost to customer offer

Adding new in-journey ‘infotainment’ options is delivering new business for passenger transport operators- and giving them a competitive edge over rivals. James Dark reports on the latest innovations.

When Paul Thrustle joined the rail industry in 2002 as head of projects and IT at London-Edinburgh-Aberdeen inter-city train operator GNER, one of his first thoughts was “what have I done”.

The route of the “flying Scotsman” was known in the rail industry as a flagship for customer service. Yet Thrustle, who had spent 17 years developing customer service and mobile technology in several other industries including the water and legal sectors, was incredulous that on a...

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