UK travel-tech startup & certified B Corp, Byway Travel, is on a mission to make slow travel mainstream by helping their travelers ditch the airlines for more immersive experiences via ferries, railways, and coaches.
In 2025 alone, 8,460 Byway travelers boarded 31k trains from Norway to Morocco and saved over 1.7k tonnes of CO2. Their work has earned over 96% five star ratings on Trust Pilot and the title of a Recommended Provider by ‘Which?' — the UK’s leading Consumer Champion.
The Mission
The Challenge
Byway travelers typically embark on their holidays with the help of two essential tools: their custom Byway Journey Guide which outlines their travel itinerary, and the Interrail/Eurail App.
While Byway provides opportunities pre-departure for travelers
to familiarize themselves with these tools, the In-Trip Support Team continually receives a high volume of requests for assistance from guests after their trip has begun.
These requests pull focus away from providing emergency assistance during disruption and can often times require over an hour of dedicated time to fully resolve.
A catalog of Frequently Asked Questions relating to the use of the Rail Planner App and the Byway Journey Guide to support the In-Trip Team in quickly handling recurring,
process-based queries.
Accompanied by step-by-step visual aides, these FAQ documents equip travelers with clear instructions and context, allowing them to better own their travel experience and build confidence in the App as well as their own travel abilities.
Solution #1
A collection of translated international & foreign language tickets highlighting where to find important travel details including seat assignments and ticket types.
To help further encourage traveler independence, this catalog of international ticketing maps allows travelers to better understand their booking arrangements, build more confidence at the station, and drive fewer inquiries to the In-Trip team about interpreting travel documents.
Solution #2
A pre-departure check-list provided to all travelers in advance of their holiday outlining important tasks and helpful resources such as links to online tutorials, user handbooks, and information related to international travel and entry/exit requirements.
When provided to travelers well in advance, this document offers a clear outline of steps to take to prepare for departure, thus mitigating the potential for last minute issues or confusion once on holiday.
Solution #3
