Case Study: Trainline streamlines incident management with incident.io

How Trainline got their incident management back on track with incident.io

Trainline, the travel company, needed a simpler, clearer way to manage incidents as it scaled. Its existing Slack-based process was fragmented across three channels, manual stakeholder communications were hard to follow, and non-technical executives struggled to understand what was happening during incidents. Trainline chose incident.io to replace this complex approach and improve incident coordination and communication.

With incident.io, Trainline centralized incident handling, improved visibility with dedicated incident channels and clearer announcements, and automated external notifications through Workflows and Custom Fields. The team also introduced a new P3 incident type and expanded usage beyond platform incidents to security incidents. According to Trainline, incident.io saves about 20 minutes per incident by removing manual communication toil and has made incident management easier to run across the organization.

Trainline

Dan Cook

Operations Manager