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Deutsche Bahn starts €330-million quality campaign

The Local · 23 Sep 2010, 16:11

Published: 23 Sep 2010 16:11 GMT+02:00

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Measures for the “quality offensive” will include additional customer service representatives for regional services, more focus on cleanliness in trains and additional trains on reserve.

“We want to improve the overall situation for our customers,” Grube told daily Bild. “With these first measures we’re working hard, first to improve quality and service, second to insure reliability, and third to improve information for our customers.”

Deutsche Bahn has struggled in recent years with train cancellations and delays in winter, and air conditioning malfunctions in high summer.

“We want to further improve the entire situation for our customers,” Grube said. “With these first measures we’re working hard, first to improve quality and service, second to insure reliability, and third to improve information for our customers.”

Some €100 million will go to modernising the older IC and ICE-2 fleet, while regional stations will get 120 new customer service representatives, and train stations will also see more security personnel.

The lengthy process for filing complaints will be simplified, as will the often difficult to understand train platform audio announcements about delays and changes. By the end of 2011, some 2,800 new digital notice boards will be placed in train stations to provide visual notification of scheduling revisions.

But Grube said announcements in English would only be made in those stations with a high number of international passengers.

By 2013 almost all of the country’s 5,400 stations will be fitted with better weather protection too, the paper said.

Story continues below…

Meanwhile €100 million will be spent on de-icing tracks at hub stations during the winter months to prevent delays.

The Local/DAPD/ka

The Local (news@thelocal.de)

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Your comments about this article

17:09 September 23, 2010 by William Thirteen
i already travel quite often for work with DB and am happy with their service overall, as there is nothing like it back in the States. But any efforts to improve the passenger experience are welcome!
18:08 September 23, 2010 by DinhoPilot
It's o.k, it's not the best! I think they could do better... like serving snacks and in train media, wifi, massage and cleaner wc.
18:49 September 23, 2010 by twisted
Every long distance train should have at least one person responsible for keeping it clean, especially the toilets...some times they are just deplorable. I don't think much of the food service either...some decent food would really be nice..perhaps more choice in sandwiches and the like.

But by and large, I like the ICE trains and am generally satisfied although the on-time issue could certainly be improved. As Willy 13 said, better than in the U.S.
19:47 September 23, 2010 by rbnc
€330-million? They'll only need to sell a couple of walk-up return tickets on the ICE to recoup that.
22:43 September 23, 2010 by MrLinEdi
I have had fewer cause for complaint in the 3 years that I have sampled what the DB ICE fleet have to offer than what I am used to in the UK domestic railway (not Eurostar hasten to add) .. This is pretty much the model railway in the EU as far as I'm concerned .. Most if not all of the ICE trains I have travelled on have the BordBistro and the BordRestaurant - I guess they could get the TV Cooks that they are promoting this year to produce more signature dishes but one can't get everything he desires I guess ..WiFi is available on the long-distance network but generally only the trains that go between Frankfurt-Main and Cologne though I look forward to seeing a more expansive network of wireless internet access across Germany's railways sometime .. Almost as much as I look forward to seeing some ICE3 trains at London St Pancras International Station sometime this decade ..
22:48 September 23, 2010 by voidplay
Making it cheaper to travel is one thing, horribly expensive trains running empty, unannounced canceled trains not really the best image I had of the DB. It could be good but definitely sucks compared to the Swedish rails.
10:11 September 24, 2010 by freechoice
give me ICE-3 anytime! yeah! please work on the toilets too!
11:12 September 24, 2010 by jcbayley
I travel every week with DB (Friday and Monday) -- and the ICEs are *always* late -- the service is ok, the scheduling is very good, but their on-time rate is horrible!
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