Ferrovial Services has been awarded a two-year contract (with a possible two-year extension) worth €16 million to provide passenger care and information services for Renfe Viajeros customers at stations. Specifically, the company will provide these services in club lounges, customer service centres, passenger reception, urgent ticket points and customer care points at a number of stations, and will also provide the after-sale service and central public address system.
The company has been providing this service since 2006 at the following stations: Madrid Chamartín, Madrid Atocha, Algeciras, Cádiz, Ciudad Real, Córdoba, Granada, Huelva, Málaga María Zambrano, Puertollano, Sevilla Santa Justa, Toledo, Antequera and Jerez de la Frontera.
Ground passenger care and information services staff essentially manage access control services for high-speed and long-distance trains; their remit also includes customer information and advice points at stations, as well as the centralised public address system; and the club lounges inside train terminals, which have a self-service cafeteria and reading areas.
Technology to improve user services
To guarantee the best possible service, a mobile app has been developed to parametrise the services and actions provided at each station in real time. This ensures that accurate records are kept and can be examined readily, via queries or report generation, by company management and Renfe.
In the area of transport infrastructure services in Spain and the UK, Ferrovial Services’ client roster includes ADIF, Renfe, Iberia, Metro de Madrid, Aena, Heathrow Airport, Network Rail, Transport for London and Transport Scotland.
