Delays, train cancellations and lots of construction sites. In an interview with the FAZ, Stefanie Berk, the board member responsible for marketing and sales for long-distance rail transport, talks about the biggest weak points and ways to remedy them.
One reason for the current misery with delays for more than a third of long-distance trains is that politicians and society have not been clear for a long time about what the railway’s job is, says Berk HE DOES. First it was about size, then about profitability. Orientation towards the common good played no role for decades. It was only through climate protection that the issue came to the fore again. But DB “cannot meet the high expectations that are suddenly placed on the system under the given circumstances”. 80 percent of the delays are now due to the infrastructure, Berk continued. It is too old, too full and too prone to failure because not enough investment has been made for too long.
At least: the problem has been identified and the ongoing general renovation is the right answer. If you really want to shift transport to rail, people would have to be convinced in the long term with good service and high quality. As an example, Berk cites that the most modern trains in our fleet have been on international long-distance services to Brussels and Amsterdam since mid-June. Since then, train cancellations on these routes have been reduced by over 90 percent.
“Wi-Fi and coffee machine must work”
The manager believes that the railway is “really good” when it comes to knowing what customers want. So you work a lot with customer feedback and you know pretty well what customers like and what they don’t. This emerges from surveys, but also from the numerous comments on social media and the QR code on the train seats. That’s why we know so well that WiFi and the coffee machine have to work, especially if something happens on the route. Otherwise a spiral would arise: the delay was the problem, but other factors made people angry.
Berk knows that the Germans’ attitude towards railways is “like football, highly emotional.” There are “85 million football coaches in Germany and 85 million railway owners”. Given the average customer satisfaction rating of 2.7, she doesn’t see any real disappointment. Punctuality is only rated with a four. But service and staff received a B plus.
There is a sense of humor among the railway staff
The manager thinks it’s okay that the train staff, who are themselves affected by the numerous delays, are increasingly siding with the customers. Every train manager who makes announcements received speaking training and tips for making good announcements beforehand, she says. It is then an individual decision whether someone informs with humor or just sticks to the facts. The train bosses were also given freedom of action so that they could react to severe delays and, for example, give out free drinks.
Christian Schmicke
Order the newsletter for free
Yes, I would like to read the newsletter daily. I receive it free of charge and can informally object to the order at any time. My email address will only be used to send the newsletter and to measure success and will not be passed on to third parties. I agree with this and accept the data protection declaration.
What steps is the DB taking to minimize the impact of construction sites on travel times and improve overall passenger experience despite ongoing delays?
First Section: Delays and Construction Sites:
1. Can you tell us more about the current state of long-distance rail transport in Germany and the issues passengers are facing due to delays and construction sites?
2. What are the primary reasons behind these delays, and what efforts are being made by the German Railway (DB) to address them?
3. How do you think the shift towards environmentally-friendly transport and climate protection has impacted the railway system’s priorities and investments?
Second Section: Customer Satisfaction and Feedback:
1. How does the DB gather customer feedback and incorporate it into improving their services, and what are some specific examples of customer concerns that have been addressed?
2. How do you balance meeting customer expectations while also ensuring the quality of services, particularly during times of disruptions like delays or cancellations?
3. What role does the DB see for technology, such as Wi-Fi and onboard amenities, in improving customer satisfaction and overall experience?
Third Section: Rail Staff and Customer Relations:
1. How do you ensure that train staff are properly equipped to handle passengers’ frustrations and concerns during times of disruption?
2. What measures have been taken to improve communication between the DB and its customers, particularly regarding the reasons for delays and potential alternative routes?
3. Can you share any examples of positive or humorous interactions between train staff and passengers during these difficult times?
