South Western Railway’s One Scan platform is driving higher passenger engagement through real-time travel information, accessibility features, and personalised journey updates.
South Western Railway (SWR), one of the UK’s largest train operators, is seeing increased passenger engagement through its One Scan platform, with customers now scanning onboard QR codes every 40 seconds on average and as frequently as every seven seconds during peak periods.
More than 20,000 QR codes have been installed across SWR’s long-distance fleet, giving passengers direct access to live journey updates, station information, onward travel connections, and personalised travel details from their seats. Since launching in 2023, the platform has been used more than 700,000 times, with nearly 38,000 scans recorded in May 2026 alone.
The latest update to One Scan introduces a refreshed interface that brings together real-time information, exclusive offers, feedback tools, and journey tracking into a single digital experience.
Using Real-Time Engagement to Improve CX
A key feature of the platform is its ability to create faster feedback loops between passengers and operational teams. Feedback submitted through One Scan is automatically routed to maintenance and training presentation teams, enabling quicker issue identification and resolution.
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“We know how important providing accurate, timely and accessible information is for delivering a smooth journey. Our refreshed One Scan platform gives a more connected travel experience that helps customers stay informed throughout their journey,” said Matthew Winnie, Chief Customer and Commercial Officer, South Western Railway.
Accessibility at the Core of Digital Travel
SWR has also strengthened the platform’s accessibility capabilities through its partnership with Signapse, introducing the UK’s first direct-to-device British Sign Language travel information system.
The AI-powered solution delivers real-time travel updates in British Sign Language, helping Deaf and deafblind passengers access critical information such as disruption alerts and platform changes in their preferred language. The platform is also designed to meet UK Government accessibility standards, ensuring compatibility with screen readers and assistive technologies.
By combining accessibility, real-time information, and personalised features, SWR’s One Scan platform demonstrates how digital tools can improve passenger experience while supporting more responsive rail operations.
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