Deutsche Bahn (DB) will invest an additional EUR 50 million by the end of 2027 to improve communication with passengers.
DB Board Chair Evelyn Palla and Federal Minister of Transport Patrick Schnieder presented the key measures of the “Better Communication with Passengers” program.
The initiative aims for rapid and targeted improvements, at a time when keeping passengers informed is becoming essential, especially during periods of operational disruptions. The program is part of the “Agenda for Satisfied Rail Customers,” supported by the federal government.
“Until now, the information provided to passengers in the event of train delays or cancellations has often been insufficient. Better communication offers passengers guidance, predictability in travel planning, and the ability to make informed decisions. The program of immediate measures to improve communication with customers aims to ensure that, in the future, travelers are fully informed—almost in real time and in a consistent manner—through all communication channels about the status of their journey,” the Minister of Transportation stated.
Real-Time Information and Integrated Digital Solutions
The program includes the implementation of “Kiana,” a virtual assistant based on artificial intelligence, which will provide personalized travel information 24/7 in over 100 languages. By the end of the year, it will be available to all users of the bahn.de and DB Navigator platforms.
“We are investing another EUR 50 million in modern IT technologies and artificial intelligence. This will allow us to provide passengers with more reliable, faster, and higher-quality information. As someone who frequently travels by train, I know how important it is to have access, at any time, to information relevant to your trip,” said Evelyn Palla.
DB is also modernizing the IT systems and processes in its control centers, using artificial intelligence to process information about disruptions more quickly and relay it to all relevant channels. This will allow passengers to receive notifications about delays, cancellations, or connections more promptly.
Another important measure is the launch of the “DB Info” digital platform, available starting in December 2026 as a website and app, which will provide real-time information about the entire journey in a unified manner, regardless of the operator.
At the same time, notifications regarding platform changes will be sent much more quickly—in about 2 seconds in the DB Navigator app, compared to about 60 seconds previously. Instant push notifications will also be introduced this year.
At stations, approximately 7,000 new information displays will be installed to improve visibility and show more relevant data, including train compositions and available amenities. Smaller stations will benefit from modern equipment, including audio features and information about construction work.
The central data platform for passenger information will be transferred to DB InfraGO, thereby creating the technical foundation for integrated information across the entire network, regardless of the operator.
The “Better Communication with Passengers” program is one of three joint programs between DB and the federal government aimed at rapidly improving the travel experience. Other measures include improving safety and cleanliness at stations, as well as enhancing comfort on long-distance trains.
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