How Hankyu Railway is using Passenger Assistance to support rising demand, improve coordination and build a more sustainable model for accessible travel.
Using Passenger Assistance across Hankyu network
assistance requests via Staff App since 2024
monthly online bookings increase since PA Web App
Japan’s railway operators are preparing for a significant demographic shift. By 2040, the number of people aged 65 and over is expected to reach approximately 39 million, representing around 35% of the population.
At the same time, Japan’s workforce is projected to decline, creating a growing challenge for operators responsible for delivering reliable passenger assistance across busy rail networks.
For Hankyu Railway, this meant finding a more scalable way to coordinate assistance as demand increased. Before implementing Passenger Assistance, requests were managed through phone calls, paper records and manual coordination between stations.
While this approach enabled assistance to be delivered, Hankyu recognised the need for a more consistent and sustainable model that could reduce communication gaps, support frontline teams and maintain service quality across its network.
Hankyu partnered with Transreport to modernise how assistance is coordinated across its railway network.
The first phase began with the launch of the Staff App in April 2024, giving station teams a shared digital platform for managing passenger assistance requests. The second phase followed in April 2025 with the launch of the PA Passenger Web App, allowing passengers to request assistance online before travelling.
Staff can now access journey details and support requirements in advance, helping teams prepare assistance, coordinate between stations and manage requests from a single interface.
For passengers, the experience is more predictable and accessible. Assistance can be requested digitally, without relying on call centre opening hours or repeatedly explaining support needs throughout the journey.
Since the launch of the Staff App in April 2024, Hankyu has coordinated more than 970,000 assistance requests through Passenger Assistance, including both staff-managed requests and requests submitted directly by passengers.
The PA Passenger Web App has also changed how passengers access support. Monthly digital bookings increased 858% reflecting growing awareness, adoption and confidence in the service.
Operationally, the platform helps station teams move from reactive manual coordination to a more proactive model. Staff have greater visibility of passenger needs before arrival, making it easier to prepare support and coordinate assistance consistently across the network.
For passengers, assistance becomes easier to request, easier to manage and less dependent on phone based communication. This helps passengers travel with greater confidence and independence.
As other operators, including Hanshin Railway, begin implementing Passenger Assistance, Hankyu also sees an opportunity to create greater interoperability between rail networks and support more seamless journeys across multiple operators.
“Creating an environment where passengers can travel comfortably requires collaboration beyond the boundaries of individual railway operators. Passenger Assistance enables that collaboration and represents an important step towards creating a more accessible travel environment.”
Issei Nishiura, Deputy General Manager, Public Relations Department, Hankyu Hanshin Holdings, Inc.
