We’re thrilled to share that we’ve taken home the ‘Best Passenger Experience Initiative’ award at the 2026 Transport Ticketing Awards, together with our long-standing TOC partner Southeastern.

For those of us who’ve spent the last decade working closely with the Southeastern team, this means a lot because of what the award recognises: software that makes a difference to the passengers using it every day.

What we built together

The award highlights the programme of enhancements we’ve made to the Southeastern app over recent years. These have made it into a one-stop travel companion which goes beyond the expected ticket retailing features by integrating Delay Repay, Seat Finder functionality, and live travel updates. 2025 was a landmark year for the app, with usage up 36% year-on-year and 9 million personalised journey alerts sent to customers during disruption.

We’re particularly proud of three features:

  • Track My Journey: A GPS-powered feature allowing passengers to view and share real-time journey information with friends or family. Crucially, it keeps delivering live updates even if your phone loses signal or battery. For passengers travelling alone, or those who need extra reassurance, we know this can make a difference.
  • Integrated Passenger Assist: In a first for the GB rail industry, we embedded the Passenger Assist booking process directly into the ticket purchase flow, so customers requiring support can arrange everything in a single transaction. Assistance bookings more than doubled in the year following launch.
  • Improved screen reader support: Working closely with Southeastern, we made the app significantly more accessible for users who are blind or partially sighted, through better compatibility with iOS and Android native screen reader technology.

What it means to us

As our Managing Director James Watson said: “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.”

Providing a great customer experience has been our focus since we launched back in 2014, and it’s behind every product decision we make. Long-term partnerships like this allow great progress to be made, through incremental improvements, shared ambition, and a genuine commitment to getting things right for the passenger.

Thank you to the judges at the Transport Ticketing Awards, and most of all to the brilliant team at Southeastern for being great partners in this work.