Eurrostar Serrvice Quality Performance Re
eport 2015
5-16
ntents
Con
1)
2)
3)
4)
5)
6)
7)
Travel informatiion and tic
cket sales
s
uality and cancellattions
Punctu
Cleanliness
mer satisffaction
Custom
Compllaints and
d compens
sation
Assisttance
Details
s of ticket office ope
ening hou
urs and Eu
uropean contact cen
ntre
availab
bility
1) T
Travel info
ormation and
a
ticket sales
Beffore travel
Cusstomers ca
an request a copy of our Condittions of Ca
arriage from
m the Travveller
Carre Team orr find them
m on euros
star.com.
Ourr train time
etables are always avvailable online, at eurrostar.com
m.
Info
ormation on
n ticket prices and co
onditions are
a always available via
v eurosttar.com,
and
d can also be obtaine
ed from our ticket offices and co
ontact centtres, detaills of
which can be found at th
he bottom of this doccument.
Info
ormation on
n accessib
bility, accesss conditions and ava
ailability off onboard facilities
f
for disabled people
p
and people with reduced
d mobility iss available
e on requesst from
Eurostar tic
cket officess, our conttact centres and on eurostar.c
e
om.
all E
Info
ormation on
n accessib
bility and ac
ccess cond
ditions for bicycles iss also available
from
m all Eurosstar ticket offices,
o
ourr contact centres
c
and
d on euros
star.com.
Info
ormation ab
bout incide
ents which cause significant dis
sruption (i.e
e. delays of
o more
than
n 60 minuttes to more
e than one
e service) iss available
e from our contact
c
centres
and
d on euros
star.com.
es are seve
erely disrup
pted, we will
w aim to isssue inform
mation thro
ough
When service
s on local radio and television,
t
and also through
t
social media such as
travvel bulletins
Twiitter. Custo
omers can also opt in
n (at the tim
me of bookking) to recceive text
messsages info
orming the
em about possible
p
de
elays, priorr to their arrrival at the
e
dep
parture stattion. In the
e event of a delay in which
w
custtomers are
e eligible fo
or
com
mpensation
n, this system is also used to in
nform custo
omers about who the
ey need
to ccontact to receive
r
thiss.
Info
ormation ab
bout our travel classe
es and ava
ailability of onboard services
s
is
ava
ailable from
m all Eurosttar ticket offices,
o
our contact ce
entres and via
eurrostar.com
m.
To ffind out ab
bout proced
dures for re
eclaiming lost luggag
ge custome
ers can vissit
eurrostar.com
m or contacct the statio
on where the
t item wa
as last see
en or from which
w
the train depa
arted.
urney
Durring the jou
All o
our trains have
h
clearr signage above
a
the internal doors at the end
e of eacch
coa
ach, giving informatio
on about the location and availa
ability of on
nboard toile
ets and
the bar coach
hes. Custom
mers can also
a
ask an
ny member of the Eu
urostar onb
board
n.
team for this information
Info
ormation re
egarding th
he next sta
ation will be
e announce
ed onboard
d by our tra
ain
man
nagers.
In th
he case off delays the
e train man
nager will announce
a
information at appropriate
inte
ervals.
The
e train man
nager will also
a
make announcements abo
out main co
onnecting
servvices.
Saffety guideline leafletss can be fo
ound onboa
ard and the
e train man
nager will also
a
make announ
ncements shortly
s
befo
ore departiing from Paris, Brusssels and Lo
ondon.
uncementss are made
e shortly affter departu
ure . Train managerss can
Furrther annou
also
o be contacted at all times via the
t team at
a the bar coaches.
c
Tickkets
Buyying ticketss
Cusstomers ca
an buy tickets for travvel in advance or on the day of travel by visiting
v
eurrostar.com,, by calling
g one of ou
ur contact centres,
c
orr by visiting
g one of ou
ur ticket
officces in persson.
Tickket refundss
Reffunds of un
nused ticke
ets are made through
h the origin
nal point off sale, provvided the
tickket purchassed is refun
ndable. Th
herefore if the
t custom
mer boughtt the ticket on
eurrostar.com and it is re
efundable, it may be refunded via
v eurosta
ar.com.
If th
he custome
er has already taken part of a tiicketed jou
urney and is
i requesting a
refu
und as a re
esult of a delay
d
for wh
hich compe
ensation is
s payable, the refund
d is
mad
de either online
o
or via our Travveller Care Team. Such refundss will be ma
ade
with
hin one mo
onth.
If, b
before depa
arture, it iss reasonab
bly expecte
ed that therre will be a delay of m
more
than
n 60 minuttes on the Eurostar service,
s
cusstomers will be entitle
ed to eithe
er a full
refu
und or to postpone th
heir journeyy to a laterr date. To claim
c
the re
efund or ch
hange
the booking customers
c
s
simply
nee
ed to claim online or contact
c
our call centrre with
ails of the original ticcket.
deta
Punctuality and can
ncellations
s
2. P
At E
Eurostar we
w set ourselves high standardss of train pu
unctuality and
a make every
effo
ort to get pa
assengerss to their de
estination on
o time. Our 2016 target is to ensure:
e
82%
% of trains arrive with
hin 5 minuttes of theirr scheduled
d arrival tim
me
91%
% of trains arrive with
hin 15 minu
utes of their schedule
ed arrival time
The
ere are occcasions, ussually outside of our control,
c
wh
here trains may be de
elayed
or d
disrupted. When
W
this is the case
e, this is ho
ow we will help custo
omers:
Delays of 30 – 60 minuttes affectin
ng more tha
an one serrvice:
Upd
dated anno
ouncementts will be made
m
within
n the statio
on every 10
0 minutes.
dated anno
ouncementts will be made
m
onbo
oard the afffected train
ns at appro
opriate
Upd
inte
ervals (usually every 10 minutes
s for the firrst 30 minu
utes and att least every 15
min
nutes there
eafter).
ormation ab
bout conne
ections and
d onward travel
t
will be
b available from the train
Info
man
nager.
Delays in excess of 60 minutes
m
afffecting mo
ore than on
ne service
Upd
dated anno
ouncementts will be made
m
within
n the statio
on every 10
0 minutes.
dated anno
ouncementts will be made
m
onbo
oard the afffected train
ns at appro
opriate
Upd
inte
ervals (usually every 10 minutes
s for the firrst 30 minu
utes and att least every 15
min
nutes there
eafter).
ormation an
nd help reg
garding co
onnections and onward travel will
w be available
Info
from
m the train manager.
e train man
nager will make
m
an an
nnouncem
ment regard
ding the rea
ason for th
he delay,
The
the effect on arrival
a
time
es and whe
ether comp
pensation is
i applicab
ble.
gular anno
ouncements about de
elay compe
ensation will be made
e onboard the
Reg
affe
ected trainss.
refreshme
We will make every effo
ort to give customers
c
ents approp
priate to th
he
s, location and duration of the delay.
d
circcumstances
ble, passen
ngers will be
b assisted
d with rebo
ooking onw
ward conne
ections.
Where possib
ble, taxis will
w be made
e available
e to custom
mers when the delay occurs
Where possib
e at night and
a public transport
t
iss unavailab
ble.
late
bject to ava
ailability we
e will book
k hotels forr customerss who cannot reach their
t
Sub
onw
ward conne
ection or fin
nal destina
ation on the
e same da
ay and are unable to make
theiir own arra
angementss.
Delays in excess of 60 minutes
m
afffecting the
e majority of
o services
When major disruptions
d
s occur we will do ourr best to he
elp our travvellers with
h
ward conne
ections, reffreshments
s, hotels and taxis. As
A well as the
t usual
onw
com
mmunicatio
on channells we will also
a
provide
e further in
nformation through th
he local
press and eurrostar.com
m so custom
mers can decide whe
ether they still
s wish to
o
ntinue theirr journey as booked.
con
Delay Compe
ensation Po
olicy
Forr delays to Eurostar services
s
we
e will make
e the follow
wing compe
ensation available
a
to ccustomers:
es - We offfer a Eurosstar e-vou
ucher (“e-vo
oucher”) worth
w
Delays of 60-119 minute
% of the afffected leg... Alternativvely, custo
omers may claim a 25
5% refund of the
25%
affe
ected leg of
o the journey.*
Delays of 120
0-179 minu
utes - We offer
o
an e-vvoucher wo
orth 50% of
o the affeccted leg;
ernatively, customers
c
s may claim
m a 50% re
efund of th
he affected leg of the
alte
jourrney.*
Delays of ove
er 180 minu
utes - We offer
o
an e-vvoucher worth
w
75% of
o the affeccted leg.
Alte
ernatively, customerss may claim
m a 50% re
efund of the affected leg of the journey.
*W
Where custo
omers have
e taken a return
r
journey we calculate the
e price of th
he
affe
ected leg by
b adding to
ogether the
e prices off the outwa
ard and retturn journeys and
dividing by tw
wo.
If cu
ustomers choose
c
an e-voucherr, they havve one year from the date of the
e delay
to b
book the ne
ew journeyy.
Perrcentage re
efunds will be provide
ed by way of a Euros
star e-vouccher, bank transfer
or rrefund to th
he original credit card
d used, an
nd must be
e claimed within
w
two months
m
of th
he delay by
b contactin
ng our Trav
veller Care
e Team witth details of
o the origin
nal
tickket.
To apply for a refund, cu
ustomers should
s
con
ntact our Trraveller Ca
are Team.
Pun
nctuality performan
p
nce, 2013-2
2015
T-5
5 (% of traiins that arrrived with
hin five miinutes of their
t
sche
eduled arriival
time)
T-15 (% of tra
ains that arrived
a
witthin fifteen minutes
s of their scheduled
s
d arrival
time)
ght time de
eparture, Paris
P
Rig
Rig
ght time de
eparture, London
L
Rig
ght time de
eparture, Brussels
B
Pun
nctuality in 2015 wass impacted by a numb
ber of exte
ernal factorrs including
ga
sign
nificant inccrease in in
nstances of trespasse
ers on Eurrotunnel in
nfrastructurre.
Can
ncellation of trains
When trains are
a cancelled we prov
vide the sa
ame inform
mation and help we give to
d
and
d the same
e compensation policcy applies.
cusstomers afffected by delays,
If a train is cancelled an
nd as a result the cusstomer doe
es not trave
el, they are
e entitled
d (including
g any unussed return leg).
to a full refund
If a train is cancelled an
nd the custo
omer decid
des to trav
vel at a late
er date, the
ey are
nge of ticke
et.
entiitled to a frree exchan
If a train is cancelled an
nd the custo
omer decid
des to trav
vel on the next
n
available
n 60 minute
es later tha
an originally schedule
ed, they arre
train
n, arriving more than
entiitled to the
e choice of e-voucherr compensa
ation or pa
artial cash refund as
men
ntioned ea
arlier in thiss report.
3. C
Cleanlines
ss
We clean our trains at th
heir destination statio
on after ev
very journey and regu
ularly
p cleans. We
W conducct a minimu
um of 132 train clean
ning audits each
carrry out deep
mon
nth.
Stations are also
a
deep cleaned
c
regularly and
d there are
e always cleaners pre
esent
eep the sta
ation enviro
onment ass clean, saffe and
durring our hours of operration to ke
clea
ar of litter as
a possible
e. Each mo
onth we co
onduct a minimum of eight audits of our
stattions. All of these aud
dits are acccompanied
d by a reprresentative
e from the cleaning
sup
pplier.
The
e basic prin
nciple behiind the train cleaning
g audits is that
t
an are
ea is assesssed
aga
ainst agree
ed criteria of
o 'What go
ood looks like' and allocated a score
s
of go
ood,
satiisfactory or unaccepttable. Apprropriate we
eighting is applied to the scorin
ng and
anyy score below 90% would
w
be co
onsidered unaccepta
u
d criteria
ble. Slightlly modified
are in place fo
or periods of major disruption. The
T month
hly KPI targ
get is 95%
erage score
e across all train clea
aning auditts.
ave
Air conditionin
ng
All o
our trains are
a fully eq
quipped with air cond
ditioning. Should
S
this fail our tra
ain
man
nager will do
d everyth
hing he or she
s can to move customers to an alternattive
coa
ach.
Perrformance
e: cleaning
g
In 2
2015 79% of
o our custtomers rate
ed the clea
anliness off carriage interiors ass Good,
Verry Good orr Outstandiing. This exceeded our
o internall target of 78%.
7
The source
s
is th
he GFK Cu
ustomer Sa
atisfaction Survey.
4. C
Customer satisfaction
GFK Custo
omer Satisfaction Survey
S
A. G
We continuou
usly monito
or custome
er satisfactiion through
h two main
n sources. The first
hese is an online surrvey, conducted by th
he indepen
ndent markket researcch
of th
age
ency GFK. In this surrvey we speak to app
proximately
y 10k custo
omers every
mon
uestionnairre takes an
n average of
o eight minutes to co
omplete.
nth; the qu
Thiss data is th
hen carefully weighte
ed to give us
u a good picture of what
w
our
cusstomers think about key
k aspectss of their Eurostar
E
ex
xperience, such as bo
ooking,
che
eck-in, term
minal, loung
ges, on bo
oard and ca
atering. The survey also
a
include
es key
que
estions abo
out things like
l
how likkely they are to recom
mmend and use Euro
ostar
aga
ain, and va
alue for money.
The
e results off this surve
ey are used
d both by senior
s
man
nagement to
t direct long term
stra
ategy, and tactically by
b custome
er-facing te
eams to he
elp improve
e customer
servvice. We re
eceive results every month.
B. F
Fizzback
Thrrough Fizzb
back, we use
u text me
essaging to
o and from
m customerrs’ mobile phones
p
to u
understand
d their opin
nion of our service. Th
heir respon
nses come
e through liive on
an o
online dashboard; this allows us
u to quicklly identify service
s
faillures (or
succcesses) an
nd also givves us the facility to contact
c
the
e customerr again if
neccessary.
We use both “pull”
“
(whe
ere we leavve the Fizzzback numb
ber on possters in stations
d trains and
d wait for customers
c
to contact us) and “p
push” (whe
ere we starrt the
and
con
nversation with the cu
ustomer) to
o both mea
asure and improve cu
ustomer
satiisfaction.
In th
he last twe
elve month
hs we have
e received c.
c 60k messsages, an
nd we have
e
resp
ponded to c.2500 of these custtomers.
Complaintts and com
mpensatio
on
5. C
Ourr Traveller Care Team
m is here to
t correspo
ond with cu
ustomers who
w are un
nhappy
with
h their expe
erience of Eurostar. Appropriat
A
te compensation will be considered on
a ca
ase by casse basis.
We will use th
he custome
er’s preferrred contacct method when
w
respo
onding to a
mplaint.
com
Info
ormation on
n how to submit a co
omplaint regarding ou
ur servicess is available via
eurrostar.com..
The
e table belo
ow shows a breakdown of all co
omplaints dealt with by our Tra
aveller
Carre team in 2015. Thiss team also
o respondss in cases where cus
stomers pra
aise our
servvice and also passess on sugge
estions for changes to
o services as well ass
com
mplaints an
nd requestss for comp
pensation due
d to dela
ays.
6. A
Assistance
e
Cusstomers wh
ho are disa
abled or ha
ave reduce
ed mobility have the following
f
s
services
ava
ailable to th
hem:






Assista
ance welco
ome point at
a check-in
n at each station
s
Wheelcchair provision (if req
quired) to ta
ake the cu
ustomer thrrough from
m checkin to the train
Assista
ance through check-in, securityy and immigration autthorities
Help bo
oarding the
e train
Help disembarkin
ng from the
e train
Assista
ance to the
e next stage of the journey, if making
m
a co
onnection
A re
equest for these servvices can be
b made via our conttact centre, details off which
are below. In cases where custom
mers do no
ot pre-notifyy us of the
eir requirem
ments,
t
d-go basiss.
we will do ourr best to asssist on a turn-up-and
mprehensive informa
ation aboutt the assisttance services we prrovide and what to
Com
exp
pect when travelling
t
w us can
with
n be found on Eurosttar.com here.
7. D
Details of ticket
t
offic
ce openin
ng hours and
a
European conta
act centre
ava
ailability
Con
ntact Centtre openin
ng times
Eurrostar Conttact Centre
e - UK
Mon
nday to Friday, 08:00
0 to 19:00
Satturday and Sunday, 09:00
0
to 17
7:00
034
448 224 77
77
+44
4 1233 617
7 575
e – France
e
Eurrostar Conttact Centre
Mon
nday to Su
unday, 07:0
00 to 22:00
0
08 9
92 35 35 39
3
e - Belgium
m
Eurrostar Conttact Centre
Mon
nday to Friday, 09:00
0 to 17:30
Satturday and Sunday, 9:00
9
to 16:30
02 5
528 28 28
e opening times
Ticket Office
O
Parris Ticket Office
Mon
nday to Friday, 06:05
5 to 21:05
Satturday, 6:10 to 20:05
Sun
nday and Bank
B
Holidays, 07:15
5 to 21:05
Lon
ndon Ticke
et Office
Mon
nday to Friday, 04:30
0 to 21:00
Satturday, 05:30 to 21:00
Sun
nday, 06:30
0 to 21:00
Ash
hford Ticke
et Office
Mon
nday to Su
unday, 11:0
00 to 16:00
0
Ebb
bsfleet Tickket Office
Mon
nday to Su
unday, 11.0
00 to 16.00
0
Bru
ussels Tickket Office (S
SNCB)
Mon
nday to Su
unday, 06:0
00 to 22:00
0
Calais Ticket Office (SN
NCF)
Mon
nday to Friday, 06:50
0 to 22:00
Satturday, 06:20 to 19:40
Sun
nday and Bank
B
Holidays, 08:45
5 to 20:15
Lille
e Ticket Offfice
Mon
nday to Sa
aturday, 05
5:45 to 22:0
00
Sun
nday and Bank
B
Holidays, 07:30
0 to 22:00
Marrne-la-Vallée Ticket Office
O
(SNCF)
Mon
nday to Su
unday, 06:3
30 to 22:00
0
Lyo
on Part-Die
eu (SNCF)
Mon
nday to We
ednesday from 05:10
0 - 20:45.
Thu
ursday to Saturday
S
05:10 - 21:4
45.
Sun
nday 06:45
5 - 21:45.