French State Railways (SNCF) will gradually introduce “inOui” across the high-speed network beginning with the new high-speed line between Tours and Bordeaux, which is scheduled to open on July 2. It is aiming to complete the rollout across all services by 2020.
This strategy was announced in an effort to attract 15 million customers to its flagship high-speed services by 2020.
To boost TGV and deliver high levels of customer service under the new inOui brand, SNCF says it is investing EUR 1.5 billion in its Oceane train fleet as well as retraining 5000 agents to improve customer relations skills. It will also invest EUR 300 million on deploying Wi-Fi across its train fleet. It is also overhauling its online ticketing platform to make it easier for passengers to distinguish between its different offerings and to improve the customer experience.
SNCF says that since this new approach to customer service was adopted on its Paris – Lyon services at the start of the year, ridership has increased by 7%.
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