Preparing MÁV Group for Delay Compensation - Scaling Learning for 1,500+ Frontline Staff in Under 4 Weeks
Train delays frustrate passengers everywhere— and in Hungary, they became a matter of national debate. In 2024, over 21.5% of MÁV Group trains ran late, and nearly 6% were delayed by more than 20 minutes. Public trust was eroding. To address this, a bold new policy was introduced: from 1 June 2025, passengers would receive 50% compensation on train or bus tickets if their journey was delayed by 20 minutes or more.
But Hungary isn't alone in facing rail reliability issues:
Introducing compensation was only the first step. To make it effective, thousands of frontline workers needed to be ready to explain, enforce, and de-escalate this new policy, often under pressure. We were brought in to support the organisation in delivering a nationwide learning programme for cashiers — all within 4 weeks, on a platform accessible via smartphones, tablets, and desktops.
Why support all platforms? It’s simple:while 49.7% of MÁV Group colleagues preferred completing training on their smartphones, 51.3% felt more comfortable using the desktop version. Flexibility mattered. Our technology is purpose-built for high-pressure, high-impact learning — fast to deploy, intuitive to use, and adaptable to complex environments.
In addition, we had previous experience supporting public sector organisations such as Wiener Linien (Vienna) andAntrim and Newtownabbey Council (Northern Ireland). But most importantly,
Our platform is built for flexibility. We turn Word or PDF documents into clear learning experiences — and integrate tools like eye tracking to help users focus on what truly matters.
This was our first collaboration with MÁV Group, which meant finding a common working rhythm quickly. Their project manager played a vital role in bridging any cultural gaps between our startupagility and their internal processes.For staff hesitant about digital training, we avoided calling it a “tech solution.” Instead, we positioned it as learning in a state of relaxed attention — bite-sized modules completed at their own pace, on their own devices, with no classroom pressure. Rather than force cultural change, we supported and enhanced the training culture MÁV Group already had in place. We weren’t there to replace — we were there to enable.
Many corporate training programmes still rely on documents — PDFs, Word files, printed guides. That’s understandable.For large organisations, those methods work. But shifting from this to a digital approach isn’t easy. Creating a learning experience for a national policy change of this scale was a major challenge, but the success of this project proves what’s possible when a fast-moving startup and a large public body work together with shared purpose.
Our product design process started with direct input from MÁV Group’s leadership. That shaped the tone, the examples, and the format. Every module answered a real-world question staff were likely to hear in the field. No fluff. Just useful, practical guidance.
We established a direct content update process so that MÁV Group could update materials without needing full development cycles.
Short modules were:
This wasn’t just a policy rollout — it was a frontline communication challenge. Staff were trained to handle real, high-friction moments like: “You owe me a refund — your website says so.” Staff learned to calmly verify delay data and refer passengers to the correct refund process. “I was delayed yesterday — how do I claim today?” “Will this delay count?” Cashiers could confidently direct passengers to the online portal without escalating tension. They learned how to avoid over-promising and give clear, policy-aligned responses.
We provided all required Cyber Security andInformation Governance policies, are registered with the ICO in the UK, and are currently preparing our Cyber Essentials Plus application, ensuring the highest standards of data protection.
Many assume AI or automation will solve their problems. But technology alone isn’t enough. Without human input, tools are meaningless. This project proved what’s possible when a fast-moving startup works shoulder-to-shoulder with a large organisation to meet a shared goal.
The result? A simple, effective product — and a meaningful step toward digital transformation.
This wasn’t just a training rollout. It was a real test of how quickly a national transport system could equip its people for change — and how the right technology could help them succeed. We’re proud to have played a part in turning policy into practice — helping over 1,500 people feel ready, informed, and confident when it mattered most.
