A new service standard for High-Speed 1 Rail

The Challenge

London’s St Pancras International Station has been recognised as the UK’s number one station since it re-opened. To sustain this market-leading position in the face of growing demand, it was essential to maintain service levels for High Speed 1 (the high-speed rail service operating out of St Pancras). 

To achieve this, the Engine Service Design Team researched best-in-class practice from other large transport hubs such as airports, retail spaces and stations and developed the standard to support the delivery of existing operational agreements and measures.  

We developed a common service standard, encompassing all areas at London's St Pancras International station where customers interacted with facilities and services, providing an experience based on what customers and passengers valued most.