Eurostar, the high-speed train network, has streamlined its operations by consolidating all activities into a newly established centre in Brussels. This strategic move, announced on Tuesday, aims to enhance efficiency and coordination following the merger of Thalys and Eurostar under a unified brand.
Previously, Eurostar operated from two main centres: one in Brussels handling the former Thalys network, and another in Lille, France, managing Eurostar services to and from London. The decision to centralize operations in Brussels was driven by logistical advantages and the company’s headquarters being located in the city. “Brussels was the most logical choice, as the company’s headquarters is located there, and 70% of our trains start, arrive, or pass through Brussels,” stated Amar Chaabi, Eurostar’s operations director.
New Operational Hub in Brussels
The new operations centre in Brussels is now home to around 100 staff members and functions round the clock. It manages approximately 100 trains and serves about 50,000 passengers daily. The centre’s key responsibilities include incident management, ensuring smooth train traffic, and maintaining effective communication with staff and passengers.
In the event of an incident, the centre aims to provide initial information within 15 minutes. “Passengers will receive an SMS or an email about possible delays, while onboard staff will receive updates, and announcements will be made at stations and on Eurostar’s website,” explained Malcolm Chabannais, director of the operations centre.
Furthermore, the Brussels centre coordinates closely with railway network operators, such as Infrabel in Belgium, and other rail companies like SNCB, to ensure seamless travel and address any operational issues promptly.
Comprehensive Management Across Multiple Countries
Eurostar’s new centre oversees operations across five countries—Belgium, France, the UK, the Netherlands, and Germany—and six rail networks, including the Channel Tunnel. This extensive scope underscores the centre’s critical role in maintaining the safety, punctuality, and overall customer experience for Eurostar’s services.
Upgrades at Brussels-Midi Station
In preparation for the introduction of the Entry/Exit System (EES) for the UK on 6 October, Eurostar has invested €10 million to prevent significant delays. Enhancements at the Brussels-Midi station include ten new e-gates and four additional in-person counters to streamline passenger processing.
Eurostar is also undertaking a major renovation of its terminal at Brussels-Midi station. The renovation will double the seating capacity to 600, improve sanitary facilities and lighting, and expand catering options with additional fast-food cafes covering an extra 200 square meters. This development follows an earlier renovation phase that introduced a duty-free store but left the waiting area with limited seating and amenities.
Eurostar’s consolidation of operations into a single centre in Brussels marks a significant step in enhancing its efficiency and service quality. With comprehensive management capabilities and substantial investments in passenger facilities, Eurostar aims to provide a smoother and more comfortable travel experience for its customers.
Sources: https://www.brusselstimes.com/business/1065192/eurostar-now-manages-its-entire-network-from-brussels
