Enhancing the Customer Experience

Veolia knows that passenger satisfaction is critical to the success of a public transit system. That’s why it’s our mission to ensure that our customers have positive experiences at every point of contact, every time. We pay attention to each detail of the travel experience—from before our passengers board to after their ride is complete.

Here are a few examples:

• Customer care: Our award-winning Going For Green? customer care training program ensures that on-board, station and information center staff always provide friendly, responsive service.
• Inter-modal integration: We offer passengers the convenience of integrated train, fixed route bus, and bus rapid transit schedules wherever possible, and provide timely, updated information on connections.
• Arrival and departure information: Veolia Transport has pioneered systems that deliver accurate, up-to-the-minute information about train status to cell phones, email and wireless handheld devices.
• User-friendly signage: We provide easy-to-read electronic signs and timetables for quick and convenient reference.
• Convenient fare collection systems: We’ve pioneered new off-board fare collection services in some centers, and are already using a system of fare payment by mobile phone in Europe.
• Customer feedback and responsiveness: We listen to customer concerns, and provide meaningful answers and actions.