To achieve our mission to make rail and coach travel easier for customers in all our markets, we invest behind four strategic priorities for long-term growth: enhancing the customer experience, building demand, increasing customer lifetime value, and growing Trainline Solutions.
Enhance the customer experience
Providing a smart, intuitive and seamless experience for our customers is at the heart of our business – we are continually improving and optimising our user experience on our mobile app and web interface, removing friction for customers while offering them access to unrivalled value and the widest choice.
We have created a platform that consolidates rail and coach inventory for carriers across our European markets, providing one convenient online experience for customers.
Through customer insights and research, personalisation, data and machine learning, we invest in designing features that enhance the journeys of our customers at every stage, from planning and booking through to post sales.
Build demand
Our key focus is to strengthen demand by deploying our marketing playbook to drive customer acquisition, encouraging more customers to choose more environmentally sustainable modes of transport.
We have built a strong brand, notably in the UK, with opportunity to grow customer awareness in Europe.
Our addressable customer base remains large and the headroom for Trainline to grow across our core markets remains significant.
Increase customer lifetime value
Increasing customer lifetime value means, for us, our customers use us more frequently for more of their travel needs – be it commuting, shopping trips, getting to university, business trips, family days out, buying a railcard or international travel.
Through our enhanced product offering and broader marketing, we are significantly increasing our ability to help people make these everyday travel choices.
While helping to drive faster growth, increasing customer lifetime value is also improving our customer economics, allowing us in turn to invest more in customer acquisition.
Grow Trainline Solutions
Trainline Solutions is playing a key role in providing reach and scale to rail operators. Trainline Solutions has primarily focused on opportunities in the UK to date, but we are now starting to breakthrough into European markets with our retailing solutions for carriers as well as distribution capabilities for travel sellers.
This offers further and significant growth headroom for Trainline. We remain focused on increasing demand from our existing clients and winning new clients.
