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The value in satisfying the passenger

With growing rail passenger numbers across Europe, Libor Lochman, Executive Director and Ilja Lorenzo Volpi, Head of Policy at the Community of European Railway and Infrastructure Companies (CER) both explore what the organisation’s members should do to ensure passengers are satisfied and how important, really, is the ‘passenger experience’?

The value in satisfying passengers

Make rail the number one choice for travellers across Europe

Passenger rail transport in Europe has been recording a year-on-year market-share increase for the last decade. With roughly nine billion rail trips made annually across the EU and with a 1.5% average growth rate in demand, it is very well placed to remain an essential mobility driver for European citizens; be it as the backbone of urban transport systems or as an essential link for regions throughout Europe.

However technology and new mobility patterns are constantly evolving. Travel options passengers can choose from are on the rise. CER members are well aware that passenger experience is the decisive factor when customers pick their transport mode. It is the ambition of the railways to continually embrace technological and societal changes, in order to innovate and better meet the need of rail customers, in a highly competitive environment. In parallel, however, the sector’s efforts will not yield the expected positive results unless the legislators take full responsibility for addressing the existing imbalanced intermodal framework conditions.

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