Passenger information - an important challenge
With the emergence of increasingly connected customers who are used to getting answers to their questions quickly, the area of passenger information demands close attention. This applies to all information relevant to travelling, whether before, during or after the journey or during engineering works and disruptions.
Theme
Digital channels, posters, employees on site - the CFL want to reach their customers via the means of communication that customers use. At the beginning of 2024, the CFL set up a new engineering works search function on the cfl.lu website and the CFL mobile app. This module allows customers to find out about the impact of engineering works on their journey using a customisable search. These investments and continuous improvements are paying off, as a majority of customers surveyed are satisfied or very satisfied with the passenger information provided in the event of cancellations, disruptions and delays.
The CFL are continuing to work on improving and adapting their information channels to the needs of passengers, in particular by developing a new CFL mobile app and setting up a dedicated network of internal staff to deal with passenger information.
