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    Three railway segments have evolved with a focus on new business, competition and demands from the traveller, each of them, with a different goal. 

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How to deliver a great rail experience for travellers

March 30, 2012
Author: Eve-Marie Morgo

High-speed network's expansion is making rail the preferred travel mode for travellers around the globe. Can this be an opportunity for railways?  And what does it take to improve your rail experience for travellers?


Travellers and their changing expectations

If you want to capitalise on the rail enthusiasm opportunity, you will need to change the way you interact with your customer. 

Rail travel vs air travel comparison is frequent in the rail industry. On top, new modes of transports are emerging. To compete effectively with them, as well as with new domestic rail competitors, you will need to become customer-focused: putting your traveller at the heart of everything you do


How to deliver a great rail experience for travellers


Creating a customer-centric business

Giving your traveller the right information, at the right time, via the right channel is a must. The modern rail traveller is used to airlines' service level, which is often more advanced than rail in terms of providing journey and travel disruption information.

There are options to offer the right information to your customer, as both the rail technology and industry framework are already in place. At Amadeus, we have developed RAILyourWAY. A suite of modular and flexible rail solutions to help railways to modernise, enabling a customer-centric distribution and IT for your daily operations.

The EU initiative: standardising the rail industry

In 2011, the rail industry took an important step towards improving the passenger's information: the TAP TSI initiative. The initiative mandates, among other things, that railways make their schedules and fares available in a standardised format. Bringing closer the European rail deregulation.

The main beneficiary of this initiative is the rail traveller – who will be able to:

At Amadeus, we have been working with the European Commission on the TAP TSI initiative to support railways through change management processes, as they undertake the first implementation processes. 

A better-informed traveller is a happier traveller. If the rail industry can provide, share and use information effectively, will mean that we will be able to respond effectively to the changing traveller needs and ensure their considered enthusiasm for rail travel.

 The rail journey to 2020

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