Passenger Information System Query (PIS)
Dear Abellio East Midlands Limited,
Given that sister companies Greater Anglia, and now West Midlands Trains, have started to replace their customer information screens with one universal design, are East Midlands Railway intending to do the same at some point? Greater Anglia have also chosen to replace their automated P.A announcements with a text-to-speech system, which I believe is provided by Amazon.
Are there any plans in the pipeline for East Midlands Railway to follow as to what Greater Anglia have done, or are you intending to stay with the current PIS provider for the foreseeable future (ATOS Wordline)?
If you have no plans to change to another PIS provider, are there any plans to upgrade the current firmware version that EMR use? This will allow for more features, such as being able to announce current locations of trains, as well as visually display it on the customer information screens. I believe it will also allow for the next direct service to (location) to be announced automatically, if a service has been cancelled and/or delayed.
Thank you for your email. We aim to respond to all contacts within 5 working days, but during busier periods this may take up to 20 working days.
If you contact is regarding the current Coronavirus situation including ticket refunds and travel information, full details are available on our website - www.eastmidlandsrailway.co.uk/covid-19. We will ensure that this page is updated regularly.
If you are contacting us about a delay to your journey, the fastest and easiest way to get this processed is by using our online portal. Please visit our website and re-submit your claim using the following link https://www.eastmidlandsrailway.co.uk/he...
To help you understand how the changes will affect how we collect and manage your data in relation to your contact with the Customer Service Centre, you can view our Complaints Handling Procedure by visiting
East Midlands Railway Customer Service Centre
Thanks for your email of 21 May 2021.
I’m sorry but EMR will not be able to provide you with the information that you require. East Midlands Railway is a Limited company and therefore the Freedom of Information Act, does not apply to private companies.
Thanks again for getting in touch and I'm sorry for the disappointment that this will cause.
Customer Relations Officer
Tel: 03457 125678
Email: [East Midlands Railway request email]
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