Our key actions
Eurostar fully accepts that the handling of the disruption was unacceptable. We are very sorry for the inconvenience and discomfort that we caused to our passengers.
Our priority now is to take action, put things right and regain our customers’ trust.
These are our key actions:
- We have appointed a new Director of Business Continuity, charged with a dedicated team to implement all of the Review’s recommendations.
- We will be working with Eurotunnel to improve communications and this includes investing in a state-of-the-art tunnel communications system.
- We are also working with Eurotunnel to invest in additional rescue locomotives that we will have on standby for disrupted situations.
- We will undertake with Eurotunnel a joint review of the procedures for rescue and evacuation in the Tunnel.
Improving the customer experience:
- We are strengthening our 24/7 passenger care contingency operation.
- To enhance our customer communications, we will ensure our call centre is well-resourced during any disruption (24/7).
- We have put new procedures in place to ensure that we can draft in extra staff to our stations at short notice.
Better real time information:
- We will provide train managers and drivers with smart phones so that they have access to the latest information to communicate to passengers.
- We have already improved our communications so that we provide regular real time information to our customers through our website, email, facebook, twitter and SMS.
