Rodalies de Catalunya has taken a step forward in its communication strategy with users by launching this Monday, November 11, a new information channel via WhatsApp. This tool seeks to provide real-time data on the status of the service, such as incidents, delays, important notices and transport alternatives. The novelty is part of the joint effort of Renfe and the Generalitat de Catalunya to improve the passenger experience within the framework of the ‘Pla Endreça’, aimed at optimizing information systems.
How does this new channel work?
How does this new channel work?The Rodalies WhatsApp channel is unidirectional, meaning that information flows exclusively from the company to the users. Renfe has ensured that no personal data or phone number sharing is required to subscribe, thus eliminating potential privacy concerns.
Rodalies establishes a hundred collaborations to promote the use of the train for cultural and leisure activities
The process to join is simple:
- Go to the ‘What’s new’ tab in the Rodalies de Catalunya mobile application.
- Click on the ‘Follow’ button .
- That’s it! From that moment on, you will receive updated information directly on your WhatsApp.
A distinctive feature is that whenever there are new messages, a green circle will appear indicating unread updates.
What kind of information will you receive?
Users will receive:
- Notifications of incidents and delays.
- Alternative transportation plans in case of service outages.
- Information on the resumption of service after incidents.
In addition, Renfe has highlighted that this channel complements other existing channels, such as its web pages and the profile on the social network X (@rodalies).
Interaction, limited but curious
Although it is not possible to reply to messages in the channel, WhatsApp allows users to react with emoticons. This option has generated a touch of humor, as some users have used the reactions to express dissatisfaction or support for the information received. This detail brings a more human and closer element to a channel designed mainly for formal communication.
In the framework of ‘Pla Endreça’.
The creation of this channel is part of the aforementioned ‘Pla Endreça’, an initiative of the Departament de Territori de la Generalitat and Renfe that aims to ensure access to fast, useful and concise information. This plan not only seeks to improve communication, but also to reinforce user confidence in a service that has often been criticized for delays and lack of clarity in its communications.
Beyond WhatsApp
The launch of this channel does not replace the traditional Rodalies information channels. Users can continue to consult:
- www.rodaliesdecatalunya.cat.
- www.renfe.com.
- The X network profile @rodalies.
In addition, the Rodalies app continues to be a key tool for consulting timetables, routes and, now, subscribing to the new WhatsApp channel.
A positive change?
The implementation of this channel has been well received by most users, especially by those who need immediate and accessible information on a daily basis. However, some have pointed out that this technological advance will not solve structural problems of the service, such as recurrent delays or saturation at peak hours. It is clear that Renfe and the Generalitat are taking steps to modernize the information system, but the long-term challenge will be to ensure that this tool is part of a broader change that includes operational and infrastructure improvements.
A commitment to technology
The use of WhatsApp as a communication channel reinforces the trend of companies adopting instant messaging platforms to get closer to their customers. In this case, the decision seems to align with the profile of Rodalies users, many of whom use WhatsApp as their primary means of digital communication. Although the channel is one-way, this move represents an important step towards a more agile and direct interaction with travelers. While it is not possible to reply to messages, emoticonal reactions have added a peculiar nuance to the experience.
A model to follow
The initial success of this channel could inspire other public transport operators in Spain and Europe to adopt similar tools. The ability to receive information in real time, without complications or privacy barriers, is a growing demand in a world where technology is transforming all aspects of mobility.
