Trainline is leading the UK in creating the first AI agent for train travellers, Trainline Assistant. Following an initial Beta trial, the Assistant is now available to 100% of UK iOS app users, with rollout on Android to complete soon.

Designed for Trainline customers who have purchased a ticket for domestic travel, the Assistant can be found in the “My Tickets” section of the app, directly under your tickets for upcoming travel. The Assistant can respond to natural-language questions with a full understanding of the ticket that you’ve bought and the journey you are trying to complete.

It can provide important information like ticket conditions and real-time information on your train, such as which platform it’s departing from and whether it’s on time. The Assistant is a real AI Agent and goes beyond information to actually act on your behalf, for example it can issue a refund for eligible tickets with a simple request like “Can you refund my ticket?” or similar.

The Assistant operates under continuous development to respond to a growing number of queries. At present it has an average response time of 12 seconds and 88% of queries are handled to completion – where not possible, users are connected to Trainline’s customer service team.

Mike Hyde, Trainline CTO, said: “This is just the start – the Assistant is learning all the time and we’re continuing to scale up the agentic AI system which supports it. We’re working towards an experience where customers no longer need to be limited by the app’s functionality and select from drop downs or enter search terms. Instead, they’ll be able to just ask in their own words and the Assistant will provide personalised help, or take action on their behalf, empowered by the context it has gathered. Imagine having a personal rail expert in your pocket available whenever you need them, to help with your journey and your ticket.

“It’s an incredibly exciting time for us – we’re facing a revolution in how consumers will interact with products and get things done, and we’re among those at the forefront, leading the charge for the rail
industry.”

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