Case studies
Airport Express benchmarking and analysis for CDG Express
Over a period of two years North Star provided expert advice to Vinci Concessions, preferred bidder for the CDG Express service in Paris.Read more: Airport Express benchmarking and analysis for CDG Express
Provision of through ticketing solution between air and rail for Air Southwest
To enhance service to customers and the competitive advantage of Air Southwest’s London flights a solution to the perceived barrier between the airport and onward travel was required. Following its own research conducted in 2008 about the absence of through ticketing solutions between air and rail, North Star was well placed to provide a solution to the frustrations felt by Air Southwest and its passengers.
Read more: Provision of through ticketing solution between air and rail for Air Southwest
Service Start-up in Dubai
North Star were commissioned to provide operational support to the start-up of the Dubai Metro. The overall objective was to ensure that the service opened on time on the 9th September 2009 to meet the aspirations of the client.Managing Disruption at First Capital Connect
The most significant threat to any transport service delivery is disruption, whether planned or unplanned and sometimes best intended actions taken to recover the service can often leave customers confused. Research shows that at times of disruption customers want regularly updated information that they can trust on what is happening and what alternatives exist so they can complete their journey.Improving the Customer Experience
In his role as Head of Operations at Heathrow Express, founding director Richard was responsible for the delivery of Customer Service. The quality of Customer Service offered was fundamental to the brand image of the premium service and was something all employees were passionate about. Richard, however, quickly recognised that whilst the organisation aspired to deliver excellent customer service it had not articulated what this meant in practice. He led a team that developed and delivered a customer service strategy aligned to the brand and service aspirations of the company and achieved outstanding results.Page 1 of 2
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