United KingdomTravel and aviation2025 – ongoingTrainline
AI assistant in the Trainline app for ticket questions and refunds
Trainline said its app AI assistant fully handled 88% of queries at launch
Problem
Rail customers have many questions about ticket conditions, live travel information and refunds, and these go to Trainline's customer service team.
Approach
Trainline launched an AI assistant in its app in June 2025, first for UK iOS users, with Android to follow. It answers questions in natural language about ticket conditions and real-time travel details and helps with refund requests. Queries the AI cannot resolve go to Trainline's customer service team.
Results
Takeaway
Trainline kept human agents as the fallback for queries the assistant could not close.
Categories
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Product and service innovation
- AI technology
- Conversational and voice AIGenerative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Reports the June 2025 launch of Trainline's in-app AI assistant for UK iOS users. It quotes Trainline's figure that 88% of queries were handled fully by the AI agent. The article does not report accuracy problems.
Full details are in the original sources.
