A new service standard for High-Speed 1 Rail

Developing a best-in-class service standard and passenger experience to keep the top spot in the industry league table.

A new service standard for High-Speed 1 Rail Image

London's St Pancras International Station collaborated with the Engine Service Design Team to research best practices from various large transport hubs and establish a common service standard, aligning services with customer preferences.

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. 

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