Eurostar promises smartphones for drivers and better use of social media

Update: Eurostar appears not to have learnt completely from its communication problems of the recent months.

Further contact with the operator reveals that drivers will NOT be carrying smartphones after all, as the company suggests on its website.

An official says drivers will have better onboard communication, smartphones are reserved for station-based managers – although a subsequent release says train managers will have them.

Original post:

Eurostar has recognised the communication screw-ups that took place during its calamitous mechanical failure before Christmas and is rolling out what it says are “major improvements”.

Following the release today of a stinging independent report, Eurostar accepts much of the criticism levelled at it following a series of train breakdowns in the Channel Tunnel between France and the UK which caused confusion in carriages and also at the line’s various terminals.

The service was disrupted as a result of the locomotives failing when apparently unusually fine and very cold snow entered engine grilles and began melting once the trains entered the tunnel, causing the engines to fail.

As a result of the problems experienced on-board, when passengers were unaware of the situation and evacuation procedures, Eurostars says drivers and train managers will be armed with smartphones “so they have access to the latest information to communicate to passengers”.

In addition, the supposed Twitter storm that erupted as friends and families desperately tried to find out what was happening at terminals in London, Brussels and Paris is also being addressed.

The operator says it has developed “real-time” systems so passengers and customers can access information about delays or problems via its website.

It promises to beef up email and SMS alert systems alongside using social networks such as Facebook and Twitter to improve the flow of information about disruption to services.

NB: Eurostar’s full response to the review.