What is the current status of plans to redevelop Eurostar areas in stations?
Mikaël Lemarchand - We are working on our facilities to make them as functional and pleasant as possible. Eurostar has launched an ambitious programme to transform its station areas to improve the experience of all its customers, particularly business customers. The opening of sales areas at London St Pancras in July 2014 - including one dedicated to Business Premier travellers - followed by the expansion of the Lille-Europe terminal in December 2014 are the first achievements of this programme. Since October 2014, our business customers have also benefited from a new Business Premier lounge in the Brussels-Midi terminal. The Paris and London lounges will be completely renovated in 2016.
Are these lounges evolving in line with the expectations of business customers?
M. L. - Eurostar is continually investing in its Business Premier lounges. We listen to our business customers and we know that they want functional and connected spaces, with staff who are both discreet and attentive. For example, the new Brussels-Midi lounge has been redesigned with digital screens and iPads, as well as an easy-to-use WiFi system, power sockets and USB ports at every seat, a catering offer adapted to the time of day and a choice of newspapers and magazines, and a bar. Our teams are trained to take cultural differences into account and to react appropriately to travellers. We have also noticed that our customers are more relaxed at the end of the day on Fridays. So we regularly offer them surprises to spend a pleasant moment in our lounges: wine tasting, massage workshops, etc. But the advantages of travelling in Business Premier class are not limited to access to the lounges in the stations. Our customers value the total flexibility of the ticket, priority check-in and on-board catering.
Have you introduced any new services as part of your investments?
M. L. - Eurostar wants to offer its customers the best travel experience in Europe, before, during and after their journey. This means investing in our trains, renovating our stations and training our customer-facing teams. Our new services are also good examples. In particular, digital technology allows us to personalise the relationship we have with our 10.5 million customers every year. The TNS-Sofres Customer Relations podium prize, awarded in January 2015 for the third time running, is a great encouragement. I think what we like is the balance between a consistent service whether you're in Paris, Brussels or London and the freedom we give our teams to bring customer relations to life on the ground.
Do the future Siemens trains, with their greater capacity, require any special adaptations?
M. L. - Our customers will discover the first Eurostar e320 train between now and the end of 2015. It will be able to accommodate 900 passengers in a modern, bright and connected interior. These new trains will offer an enhanced experience for our business travellers: free WiFi on board, more space per seat, power sockets and USB plugs in every seat, a comfortable travel area for working in a quiet environment... Innovation will also be found in the on-board service that passengers will discover from the end of the year. We have been working for several months with our station partners to be ready. We're aiming for the fastest possible customer experience. These trains also open up new horizons for us, namely the Netherlands in 2017.
KEY DATES
Born in 1976.
Graduated from the École supérieure des sciences économiques et commerciales (ESSEC) in 1997.
Began his career at Elf Aquitaine before helping to create a start-up and then joining the consultancy Arthur D. Little. Little.
2001
Joins the SNCF Group as Head of Marketing & Pricing for the "Main Lines" branch, then Chief of Staff to the Chairman.
2008
Becomes Director of Rail Development Europe at Keolis.
2012
Appointed Director of Eurostar stations and joins the railway company's Management Committee. He oversees operations at stations in France, Belgium and the UK.
