With a network spanning over 200 railway operators and an unwavering commitment to making train travel seamless, Rail Europe has solidified its position as a leading facilitator of European rail journeys. At the helm of customer-focused innovation is Valentina Cesani, Rail Europe’s Chief Customer Officer, who shared insights with T3 into Rail Europe’s global strategies, localised approach, and ambitious plans to cater to its diverse customer base. She also sheds light on burgeoning appetite for European rail travel among Indian families, young adventurers, and seasoned explorers. Read here:
Rail Europe, a leader in European train ticketing, has identified India as its second-largest market globally. The company attributes this remarkable growth to its focus on providing tailored, flexible travel solutions and a specialist approach that ensures seamless experiences for customers across diverse regions.
Operating globally while addressing local needs is a fine balance, and Rail Europe has mastered it, according to company’s Chief Customer Officer, Valentina. With access to train tickets from over 200 railway companies, the company provides a one-stop shop for rail travel across Europe. However, it avoids a one-size-fits-all strategy. “In India, we leverage partnerships and digital platforms to ensure that both B2B partners and individual customers can easily access our services and tailor their European travel experiences,” Cesani shared with T3.
To meet diverse customer expectations, Rail Europe maintains a strong local presence in key markets, including India. Through cultural workshops, training sessions, and webinars, the company gathers valuable local insights that inform its strategies and strengthen its customer support.
India’s growing appetite for European Train Travel
India’s status as Rail Europe’s second-largest market highlights the growing interest in European train travel among Indian tourists. “Destinations like Switzerland and France remain popular, but we are seeing increased interest in Central and Eastern Europe from families, young travellers, and seasoned explorers,” noted Cesani.
Flexibility plays a pivotal role in this growth. Options such as point-to-point tickets, Rail Passes, and Rail Protection insurance cater to diverse travel priorities. “For Indian travellers, the top question to consider is: What is my priority while travelling? If flexibility is key, Rail Passes or adding a Rail Protection insurance to any non-refundable ticket is ideal, offering flexibility at a low cost. For convenience, such as when travelling with kids, trains provide more legroom, freedom to move, and fewer luggage restrictions. Additionally, with a Rail Pass, children under 12 travel free with their parents. If speed and ease of connection are priorities, trains arrive directly in city centres, reducing travel stress compared to air travel. For those wanting a flexible and spontaneous journey, the Eurail Pass allows unlimited travel across 33 countries.”
From Generalists to Specialists
Rail Europe’s shift from generalist services to a specialist-driven approach has enhanced customer satisfaction, Cesani stated. Specialists with in-depth knowledge of regional routes, rail operators, and local nuances ensure efficient responses and tailored support. This transformation allows Rail Europe to handle the complexities of over 230 rail operators, delivering optimal solutions to meet specific customer needs.
“We aim to provide knowledgeable support at every touchpoint, whether a traveller is booking a train in France or exploring Italy. With more than 230 rail operators in Europe, this specialisation is the most efficient way to support our customers, adding value to each interaction and finding optimal solutions for each request,” she explained.
The pandemic further has reshaped travel habits, and Rail Europe adapted by prioritising responsiveness, empowerment, and accessibility in its customer support. The company has empowered both B2B partners and individual customers with enhanced online resources and after-sales features. This ensures Indian travellers receive timely, tailored assistance, maintaining high standards of service despite shifting travel dynamics.
New group travel service in the offing
Managing group bookings travellers presents unique logistical challenges, but Rail Europe has risen to the occasion. A new group travel service is set to launch, offering solutions to streamline the booking process. This will be for individual customers, as well as those outside our current Key Accounts (KAs) and Global Sales Agents (GSAs).
“The service will address unique challenges in managing large bookings of 25 or more travellers, coordinating logistics, meeting diverse group needs, and streamlining the process. It includes personalised support and additional services such as luggage porters, catering, and welcome services to enhance the travel experience,” she added.
A commitment to inclusion at workplace
Rail Europe is also proud to have gender-balanced teams across the organisation, with women leading three of our Executive functions. Cesani, one of the female leaders in the organisation, acknowledged how Rail Europe has fostered an inclusive work environment. The approach, she said, ensures that that diverse perspectives are actively integrated into decision-making processes, creating a more inclusive and innovative workplace.
“We empower each individual by fostering an open environment where everyone is encouraged to contribute, ensuring equitable growth opportunities,” she shared.
Expansion Plans?
Cesani told T3 that Rail Europe has been continuously expanding its offerings, with recent additions including RegioJet trains in Eastern Europe.
“We’ve also launched new routes with partners like ÖBB and DB, enhancing connections to Denmark, Croatia, and other parts of Eastern Europe—not only the Czech Republic but also Hungary, Poland, Slovakia, and Slovenia.”
Additionally, the company has expanded connections to Portugal through Renfe, with more exciting developments coming soon, she concluded with a hint.
