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PROTAGONISTS AT FITUR
Teófilo Serrano, Ceo of Renfe
Interview to Teófilo Serrano, Ceo of Renfe
1. Renfe will be at FITUR with several plans for developing high-speed train travel in Spain. Will the company be revealing any new developments at the Fair?
The new high-speed services are generally connected with the opening of new lines. The Spanish high-speed model is set out in the Strategic Plan of Infrastructure and Transport (PEIT). The Spanish Government used this to plan out the future of rail travel, which is based on the extension of high-speed to the entire country, so that by 2020, 90% of the Spanish population will live within 50 kilometres of a station that provides this service. Renfe is taking advantage of this expansion of infrastructures to offer services designed to cover needs generated by the demand, with an up-to-date fleet of trains.
We are still growing and by the end of this year, we plan to have launched a new AVE service between Madrid and Valencia. However, our aim this year at FITUR is to convey the message that we are a company committed to strengthening and improving our services to customers, before, during and after their journeys.
To this end, at the end of November we introduced a comprehensive customer service system and launched a new advertising campaign, both of which will be strong features of our presence at the International Trade Fair. By calling (+34) 902 320 320, our customers can manage ticket changes or cancellations, together with the usual consultations and transactions (information on timetables and services, ticket reservations and sales).
2. What other measures is the company taking to improve customer relations?
The comprehensive customer service line, (+34) 902 320 320, is the first in a series of initiatives that make up our new business strategy, of which the advertising slogan Renfe contigo (Renfe with you) is an integral part. The central focus of this strategy is on the public, the users of the service.
During the last two years, the sales and promotions system have been changed and upgraded with new promotional fares (Web, Star, Last Minute), new seat choice options, a virtual channel for agencies, etc. We are very keen to explore the possibilities presented by internet sales, and are in the process of introducing a new sales platform that will offer a wide range of options to travellers, improve system performance, and making it easier to use.
3.-Is Renfe interested in international expansion for high-speed or suburban services? Is the company ready to take part in tenders at European level?
Yes, we would like a place among top three or four most influential international companies and we are prepared to go beyond the borders of Spain to do what we know how to do, which is to run suburban and high-speed services. I am convinced that in both of these areas we have plenty to offer; we must not lose sight of the competition, but our high-speed and suburban services are able to stand up to all comparisons.
4. What does RENFE think of the deregulation of international passenger rail travel in the European Union, scheduled to take place this year in 2010?
We think it is a positive development, a challenge and an opportunity. Renfe is absolutely ready to compete. We are showing this in the transport of goods, where we are introducing a strategy of alliances with the private sector, in order to provide a more comprehensive and competitive service. In the passenger transport sector, we have the benefit of experience which puts us in a very favourable position.
5. Have you considered forming alliances with other European or foreign companies or operators, in order to consolidate and offer a better service to users?
Once the market has been deregulated there will be new opportunities and new business models, as was the case, for example, with aviation. Some companies have opted for low cost, some for quality and others for flexibility. At Renfe, we aim to have the sufficient capacity to respond to a variety of different needs, in all the different services.
This is one of the reasons why we are putting together a fleet of trains which are as versatile and easy to modulate as possible, a fleet that will also be the most up-to-date in Europe in 2010, as confirmed by the union of manufacturers of rail material, UNIFE. Our future commitment is also focused on aspects such as safety, sustainability and accessibility, benefits already enjoyed by users of the new trains. As well, of course, as letting all our customers know that we are working to enhance their journey, and that we are committed to meeting their expectations, to making the message of our advertising campaign, Renfe with you, a reality.