Clear travel information as the key to traveler confidence

"A cancelled train, bus, or metro is annoying, but the real pain lies in the lack of clarity," says Van Aartrijk. "When people don’t know what to do during a major disruption, they feel helpless. Many then decide: next time, I’ll take the car." That feeling is reflected in the Public Transport Customer Barometer: the rating for 'travel information during disruptions' consistently lags behind other quality aspects.

According to him, the root of the problem lies in the way information is currently generated. “Traditional travel information is entirely based on the operational process. But it’s precisely when that process ‘breaks down’ that the information becomes inadequate. That’s when the traveler is left out in the cold.”

Real-time and context-aware travel information

To break this pattern, ICT InTraffic developed Ariadne, a system that provides real-time and context-aware travel information during disruptions. It gathers data from multiple sources – including operators, infrastructure managers, and external parties – and, with the help of European AI, translates this into concrete advice. “It’s not about even more data, but about more relevant guidance,” Van Aartrijk explains. “Not just reporting that a train is cancelled, but immediately indicating what the alternative is and how long it will take. That’s how you remove uncertainty.”

It’s precisely in moments of crisis that this can make a real difference. Research shows that poor communication during disruptions is one of the main reasons travelers turn away from public transport. Van Aartrijk says, “If you want to retain and win back passengers, you need to excel at exactly those moments. And that’s already possible today – with existing technology.”

"There’s a lot we can already do now"

During the panel discussion, he aims to deliver a realistic message: there’s no need to wait for major infrastructure projects or political decisions. “There’s a lot we can already do now. If you communicate quickly and clearly, you show that you take the traveler seriously. That’s what makes the difference between dropping out and coming back.”

For ICT InTraffic, participating in the Public Transport Congress 2025 is also an opportunity to reinforce its role as a thought leader in urban mobility. With solutions like Ariadne, the company aims to contribute to trust and appreciation for public transport – even when things go wrong. Van Aartrijk concludes: “Technology is the means to achieve what truly matters: putting the traveler at the center.”

Ariadne in short

Ariadne is an innovative, AI-based solution from ICT InTraffic that provides travelers with relevant, clear, and up-to-date travel information immediately during disruptions. The system integrates data from operators, infrastructure managers, and external sources, converting it into concrete advice: which alternative routes are available, how long the journey will take, and what transfers are required. This way, travelers receive not just facts but, most importantly, actionable guidance—exactly what’s needed to maintain trust.

Meet ICT InTraffic at the Public Transport Congress on October 16th in Den Bosch! You can find more information on the dedicated congresswebsite.