Research and Reports

Reinventing Rail in Europe: The Battle for the Customer

This paper from Amadeus contends that customer focus needs to come from the top, and that breaking down “silos” and creating a “collective mission” are key in the fight for the customer. Those arguments are contained in a report that considers the effects of the regulatory changes that have opened up the railways to competition - with more on the way through the forthcoming EU fourth railway package. As competition increases, the report argues, one result is a greater focus on the customer. Among other things, it considers the role of technology, and of the engineering and cultural challenges in bringing about major change.