Interactive_Q&A

EUROSTAR FAMILY

Interactive Q&A

Customer Experience

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Our Own "HR Personal Tickets"

Reward Programme

Sales & After-Sales

Overal Question

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Why delivering delta in 2023?

OVERAL QUESTION

What are the synergies delta is expected to bring?

Will the current reports be maintained after the changes planned in june (inventory system) and october?

What is happening october 1st?

What are the benefits for our customers?

Who is impacted by the changes delta will bring in eurostar family?

What is exactly happening in june regarding delta programme?

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Which languages will be spoken by our contact centres’ advisors?

Is bar.Thalys.Com going to be replaced?

Is the contact centre phone number going to be the same for all our customers?

How a customer will be redirected from thalys.Com to eurostar.Com from october 1st concretely?

CUSTOMER EXPERIENCE

Will all our digital channels look the same and embody the new brand?

On continental trains, will the flexible access and regularisation keep on working in the same way?

Will the website and the app be the same?

Will all thalys.Com features be available in eurostar.Com

Will data on communication and interactions with customers be saved and migrated to new systems (e.G., ...)?

Will all onboard screens be changed october 1st?

How many languages will be available on eurostar.Com from october 1st?

How will a call from a customer be directed to make sure that it will be addressed by an advisor who can answer to it ?

Is the rebranding of onboard screens included in delta programme?

When will our customers see changes, delta outputs?

Will the tickets look the same for all destinations? Will it be readable for all touchpoints (gates, applications)?

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SALES & AFTER-SALES

How many currencies will be available on eurostar.Com from october 1st?

Will voyager still be used?

Will it be possible for a client to change a ticket from thalys to eurostar?

Will cross-after sales be possible between different distribution channels?

Will all our distributors be able to sell our continental products after a single inventory system setting? Through all their channels?

Will the after-sales conditions be harmonised between continental and cross-channel routes as part of delta?

Will we sell continental routes via voyager?

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How will the customer earn reward points?

Where can customers access their card?

Will customer members of the new club eurostar be allowed to have guests in the lounges (continental and uk)?

REWARD PROGRAMME

WDo frequent travellers need to have a day ticket to access the red lounge?

What would happen if a customer had used his point to buy a e-voucher before migration, but he didn’t use it?

Will the lounge staff still have access to the status and travel history of frequent travellers?

How will the customer be able to use/burn the reward points?

What are the benefits per level?

Will people who have or wish to take out a thepass subscription have direct access to a particular club eurostar status?

How can a customer reach the upper club level?

What will the rules for access to the lounges be? (Continental and uk)?

What will happen for a customer who booked a ticket with their points before migration with a travel date after migration?

How is the points mechanism going to work (reward and status)?

Will passengers be able to buy access to lounges with their points?

How will the new reward programme be explained to our customers?

How many club levels (tiers) there will be from october 1st?

How will the switch between the current programmes and the new one occurs?

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OUR OWN "HR PERSONAL TICKETS"

Will my unused “hr tickets” until september 30th be maintained and available after october 1st?

How will we book our “hr tickets” since thalys.Com will no longer exist from October 1st?

Are the hr policies going to be harmonised as part of delta programme?

After october 1st, could my “hr tickets” be used for all eurostar group destinations?

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Thank you

EUROSTAR FAMILY