A transfer in international train travel

Abstract

This graduation report was commissioned by NS International to determine the wants and needs of travellers while travelling internationally by train, but also to identify the barriers which prevent travellers from actually using the train for cross-border travel in order to design a service proposition. This proposition will contribute to a pleasant customer experience for customers of NS International.The analysis shows that most travellers choose their means of transport based on travel cost and travel time. Overall, customers find international train travel too expensive and can get faster on their destination by car, for short distances, or by airplane, for long distances. In order to strengthen the competitiveness of international train travel the train network should be improved with more direct, high-speed connections.In order to make these changes the market should be open upped for competition or he collaboration between operators should be improved. Railways have to collaborate in order to provide cross-border services to travellers, but the railways are independently managed railways, which has a negative influence on the customer experience. With the current regulations, it is difficult for operators to operate on their own and to make real changes in the market.Since NSI has little influence in the market and is dependent on other operators, the innovation space is very small. However, several customer wants and needs can still be met without involving other railways. The analysis showed that inexperienced train travellers are quite uncertain during international train trips and want to be provided with relevant information about their trip.The customer needs gained in the analysis formed the basis for the development of four experience factors; insight, certainty, control and personal. These factors were used to guide the development of the service proposition.In the end, the service proposition Track & Change as developed. The service proposition aims to gives customers more control over their journey in order to reduce the anxiety, especially the anxiety of transferring, which travellers experience during their train trip. In this two-sided service concept, NSI ‘tracks’ its customers and provides them with information about their trip. In case of any disruptions in the customer’s trip NSI will informs it customers and provided them with the possibility to make changes when needed.The service proposition consists of five main components, which together aim to enhance travel comfort by reducing the anxiety customers experience when having to transfer trains. The first component is Mijn NS International, which is a personal domain in which customers can get access to up-to-date information about their bookings. This domain also gives access to the second component, Travel Support, which updates customers with relevant information of their booking both before and after departure. Customers can indicate their preferences in relation to the updates they want to receive.In case customers missed their transfer, NSI provides them with the Available Train Overview, the thirds component which also can be access via the personal domain. In this overview customers can indicated with which alternative train they want to travel.The fourth component is Tailor Transfer, in which customers can choose their transfer time during booking. Customers also get inspired with activities in and around the transfer station.The last component is Tip Loader, which provides customers with relevant tips during booking related to their current search command.