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