THSR launches onboard digital service for real-time passenger reports

Taipei, April 1 (CNA) Taiwan High Speed Rail (THSR) on Wednesday launched a new onboard digital customer service system, allowing passengers to report issues in real time by scanning a QR code.

Passengers can scan the QR code printed on safety instruction cards placed in seat pockets to access a dedicated "onboard digital service" page, the company said in a news release.

After verification, users can select a report category and enter details such as train number, carriage and seat. The conductor will then receive the message and respond promptly.

THSR said the system streamlines the reporting process by eliminating the need to relay complaints through multiple service channels, while also reducing the risk of direct confrontation between passengers.

The service is designed for issues such as noise disturbances or spilled drinks during a journey.

For cases involving infants or other unavoidable noise, staff will respond with a family-friendly approach and provide appropriate assistance, it said.

For emergencies such as fires, suspicious items or medical incidents, passengers are still advised to use the emergency intercoms located near carriage doors to contact staff immediately.

According to THSR, a survey of its members late last year showed that more than 95 percent of respondents support quieter carriages, while around 80 percent said noise levels have improved following recent awareness campaigns.