{"id":111107,"date":"2021-06-25T11:26:22","date_gmt":"2021-06-25T09:26:22","guid":{"rendered":"https:\/\/www.voyages-d-affaires.com\/?p=111107"},"modified":"2022-10-17T16:35:37","modified_gmt":"2022-10-17T14:35:37","slug":"business-customers-interview-dierickx-thalys","status":"publish","type":"post","link":"https:\/\/www.voyages-d-affaires.com\/en\/business-customers-interview-dierickx-thalys","title":{"rendered":"Business customers, recovery, comfort: interview with Bruno Dierickx (Thalys)"},"content":{"rendered":"<h3>The number of trains offered by Thalys rose from 6 to 11 daily journeys in mid-June. Is this a sign of a sustainable recovery?<\/h3>\n<p><strong>Bruno Dierickx -<\/strong> As customers return to our trains, frequencies will increase. In June, <strong>we moved to 50% in our transport plan<\/strong>In July we will have reached 68 % and these figures should no doubt continue to rise after the summer break. We can see that business customers are starting to return to our trains. In June, business travellers represented 41 % of Thalys customers. This compares with 60 % before the crisis. In this context, <strong>SMEs in particular have started travelling again<\/strong>. Most major accounts are not there yet.<\/p>\n<p><span style=\"font-weight: 400;\">    <style>\n        div.link-block {\n            margin: 1em;\n            margin-left: 2px;\n            font-weight: bold;\n            padding: 1em;\n            position: relative;\n            border-top: 1px solid #cecece;\n            border-bottom: 1px solid #cecece;\n            font-size: 1.15rem;\n        } \n        div.link-block::before {\n            display: block;\n            content: '';\n            position: absolute;\n            top: 0.5em;\n            bottom: 0.5em;\n            left: -2px;\n            background-color: #a91c2c;\n            border-radius: 2.5px;\n            width: 5px;\n        }\n        div.link-block > a {\n            text-decoration: none;\n            border-bottom: none;\n            color: black;\n            font-family: 'Roboto', Arial, sans-serif;\n        }\n        div.link-block > a:hover {\n            text-decoration: underline;\n            border-bottom: none;\n            color: black;\n        }\n        @media only screen and (max-width: 600px) {\n            div.link-block {\n                padding: 0.7em;\n            }\n        }\n    <\/style>\n    <div class=\"link-block\"><a href=\"https:\/\/www.voyages-d-affaires.com\/en\/thalys-celebrations-frequencies\">Read also: Thalys: celebrations to mark the return to more frequent service<\/a><\/div><\/span><\/p>\n<h3>With the pandemic, companies realised that videoconferencing offered an effective alternative to travelling back and forth during the day for a few hours of meetings. What impact will this development have on the number of passengers on your trains, given that Thalys makes these short journeys between Paris, Brussels and Amsterdam possible?<\/h3>\n<p><strong>B. D. -<\/strong> We think that small business customers will continue to use our trains. However, as far as major accounts are concerned, <strong>employees are more likely to choose meetings requiring travel<\/strong>The only ones that will be affected are those that are really important. Internal meetings will therefore be affected. On the other hand, they will attend the major structuring meetings such as setting objectives or board meetings. Seminars and training courses will also remain. It has to be said that Zoom or Teams are very good for a whole range of meetings, but there are some very complicated things that can be done using them, such as helping an employee to grow or group motivation meetings.<strong> There will be a rebalancing at some point<\/strong>because people are intelligent. Rather than waste a day travelling to Paris for a meeting, I can understand why customers opt for a videoconference instead. However, if the importance of the meeting justifies it, or if they can group several meetings together over the day, then they will travel.<\/p>\n<p>&nbsp;<\/p>\n<figure id=\"attachment_110745\" aria-describedby=\"caption-attachment-110745\" style=\"width: 700px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/www.voyages-d-affaires.com\/wp-content\/uploads\/2021\/06\/thalys-175ans-red-arrow.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-110745\" src=\"https:\/\/www.voyages-d-affaires.com\/wp-content\/uploads\/2021\/06\/thalys-175ans-red-arrow.jpg\" alt=\"THALYS-175ans-red-arrow\" width=\"700\" height=\"467\" srcset=\"https:\/\/www.voyages-d-affaires.com\/wp-content\/uploads\/2021\/06\/thalys-175ans-red-arrow.jpg 700w, https:\/\/www.voyages-d-affaires.com\/wp-content\/uploads\/2021\/06\/thalys-175ans-red-arrow-300x200-derived.jpg 300w\" sizes=\"auto, (max-width: 700px) 100vw, 700px\" \/><\/a><figcaption id=\"caption-attachment-110745\" class=\"wp-caption-text\">\"Red Arrow\", the christening name of the Thalys train celebrating the 175th anniversary of the Paris-Brussels line.<\/figcaption><\/figure>\n<h3>As Brussels is a major institutional centre, will this customer segment also be affected by the rise of videoconferencing?<\/h3>\n<p><strong>B. D. -<\/strong> If you look at all the major meetings of the Council of Europe, most of them have been held by videoconference. But <strong>the European Parliament has just resumed part of its face-to-face sessions<\/strong> in Strasbourg. We met parliamentarians who told us they were very happy to be able to get back on the train, to meet up in person for richer exchanges. <strong>Once you've got a taste for it again, once you're back in real life, you can see the positive side of it.<\/strong>. But there too there will be an impact, that's for sure.<\/p>\n<h3>So what can you expect from business customers?<\/h3>\n<p><strong>B. D. -<\/strong> That really is the question mark. <strong>We will never fully recover the business clientele we had before.<\/strong>. We expect there to be 20 % fewer business customers in the near future, which is huge, and 10 % fewer in the long term. But <strong>this decline should be offset by other types of customer<\/strong>In particular, those who previously could not take the Thalys because the trains were saturated. So, with fewer business customers, we'll be able to meet the expectations of all this demand that wasn't being met before. Especially as the pandemic has accelerated the trend towards local leisure breaks. And here, with our destinations, we have a card to play. Brussels is 1h22 from Paris. We can do Paris-Amsterdam in 3 hours 22 minutes. It's a <strong>virtually domestic tourism<\/strong>. Finally, we also believe that the decline in business customers will be partially offset by a modal shift from air to rail.<\/p>\n<blockquote><p>We will never fully recover the business customers we had before. We expect to have 20 % fewer business customers in the near future, which is enormous, and 10 % fewer in the long term.<\/p><\/blockquote>\n<h3>But on the Paris-Brussels or Paris-Amsterdam routes, isn't this shift already taking place?<\/h3>\n<p><strong>B. D. -<\/strong> In part, of course, but we can now feel <strong>customers are much more aware of the environmental impact of their journeys<\/strong>There is also a growing tax burden on company cars, especially in Belgium and Germany. There is also increasing tax pressure on company cars, especially in Belgium and Germany, while France is not a country where this is very developed. As a result, <strong>more and more people are abandoning their cars<\/strong>. And when they have to go to Paris, they'll take the train. On this point, we could recover some of our business customers.<\/p>\n<h3>In the end, since one can compensate for the other, when will Thalys return to traffic levels similar to 2019?<\/h3>\n<p><strong>B. D. -<\/strong> We estimate that we will only recover <strong>not before 2023<\/strong> the same volume of customers as before the crisis. We mustn't deny the obvious and try to do something about it. Otherwise, we're going in the wrong direction. Instead, we need to look at how we can respond to this.<\/p>\n<p><span style=\"font-weight: 400;\">    <style>\n        div.link-block {\n            margin: 1em;\n            margin-left: 2px;\n            font-weight: bold;\n            padding: 1em;\n            position: relative;\n            border-top: 1px solid #cecece;\n            border-bottom: 1px solid #cecece;\n            font-size: 1.15rem;\n        } \n        div.link-block::before {\n            display: block;\n            content: '';\n            position: absolute;\n            top: 0.5em;\n            bottom: 0.5em;\n            left: -2px;\n            background-color: #a91c2c;\n            border-radius: 2.5px;\n            width: 5px;\n        }\n        div.link-block > a {\n            text-decoration: none;\n            border-bottom: none;\n            color: black;\n            font-family: 'Roboto', Arial, sans-serif;\n        }\n        div.link-block > a:hover {\n            text-decoration: underline;\n            border-bottom: none;\n            color: black;\n        }\n        @media only screen and (max-width: 600px) {\n            div.link-block {\n                padding: 0.7em;\n            }\n        }\n    <\/style>\n    <div class=\"link-block\"><a href=\"https:\/\/www.voyages-d-affaires.com\/en\/thalys-schiphol\">Read also: Thalys rolls out its plans up to 2022<\/a><\/div><\/span><\/p>\n<h3>What exactly will you be focusing on? Fares, comfort, services?<\/h3>\n<p><strong>B. D. -<\/strong> We're going to have to work on all that. In terms of service, the level is already very high, but we can still go a little further. For example, we can<strong> passenger reception can be improved<\/strong>. Business travellers are very keen on queue-jumpers. If we can offer them, it will undoubtedly be something they love.<\/p>\n<h3>In terms of comfort, the new Ruby trains are arriving soon. What can passengers expect?<\/h3>\n<p><strong>B. D. -<\/strong> When we started Project Ruby, we didn't want to compromise on comfort, which we wanted to maintain at a very high level. So that customers feel that when they're on a Thalys, they're not on a plane. So that they can say to themselves: \"\u00a0<strong>we're comfortable in this seat, we've got plenty of space<\/strong>\" . The seats on the Ruby trains have been completely redesigned, with new materials, but the seat pitch remains the same. There will also be more information screens on board, as well as electrical and USB sockets. All this will provide extra comfort.<\/p>\n    <style>\n        div.link-block {\n            margin: 1em;\n            margin-left: 2px;\n            font-weight: bold;\n            padding: 1em;\n            position: relative;\n            border-top: 1px solid #cecece;\n            border-bottom: 1px solid #cecece;\n            font-size: 1.15rem;\n        } \n        div.link-block::before {\n            display: block;\n            content: '';\n            position: absolute;\n            top: 0.5em;\n            bottom: 0.5em;\n            left: -2px;\n            background-color: #a91c2c;\n            border-radius: 2.5px;\n            width: 5px;\n        }\n        div.link-block > a {\n            text-decoration: none;\n            border-bottom: none;\n            color: black;\n            font-family: 'Roboto', Arial, sans-serif;\n        }\n        div.link-block > a:hover {\n            text-decoration: underline;\n            border-bottom: none;\n            color: black;\n        }\n        @media only screen and (max-width: 600px) {\n            div.link-block {\n                padding: 0.7em;\n            }\n        }\n    <\/style>\n    <div class=\"link-block\"><a href=\"https:\/\/www.voyages-d-affaires.com\/en\/thalys-izy-cest-fini\">Read also: Thalys: Izy is finished<\/a><\/div>\n<h3>How might your pricing policy change?<\/h3>\n<p><strong>B. D. -<\/strong> We have already relaxed the after-sales conditions by allowing tickets to be exchanged up to the day of departure, for all types, even for fares that were non-exchangeable and non-refundable. We really need to reassure customers today, because the situation and travel regulations can change quickly. So we say to them: free yourself of this burden, because <strong>you can exchange your ticket without any hassle<\/strong>Most tickets are free of charge, and non-exchangeable, non-refundable tickets cost just five euros. This measure, which was initially introduced until 30 August, will now be extended until the end of the year.<strong>\u00a0As far as business customers in particular are concerned, we are currently asking ourselves a whole host of questions<\/strong> - Do we need to include these after-sales conditions in an offer? do we need to offer teleworking-type subscriptions? -but we don't yet have all the answers. They will be announced later.<\/p>\n<p><span style=\"font-weight: 400;\">    <style>\n        div.link-block {\n            margin: 1em;\n            margin-left: 2px;\n            font-weight: bold;\n            padding: 1em;\n            position: relative;\n            border-top: 1px solid #cecece;\n            border-bottom: 1px solid #cecece;\n            font-size: 1.15rem;\n        } \n        div.link-block::before {\n            display: block;\n            content: '';\n            position: absolute;\n            top: 0.5em;\n            bottom: 0.5em;\n            left: -2px;\n            background-color: #a91c2c;\n            border-radius: 2.5px;\n            width: 5px;\n        }\n        div.link-block > a {\n            text-decoration: none;\n            border-bottom: none;\n            color: black;\n            font-family: 'Roboto', Arial, sans-serif;\n        }\n        div.link-block > a:hover {\n            text-decoration: underline;\n            border-bottom: none;\n            color: black;\n        }\n        @media only screen and (max-width: 600px) {\n            div.link-block {\n                padding: 0.7em;\n            }\n        }\n    <\/style>\n    <div class=\"link-block\"><a href=\"https:\/\/www.voyages-d-affaires.com\/en\/thalys-corporate\">Read also: Thalys launches a Corporate offer to bring back business travellers<\/a><\/div><\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>The impact of the crisis on business customers, a return to more daily frequencies, new trains expected: an update from Thalys with Bruno Dierickx, the company's Marketing and Sales 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