Regional railways in Germany Example for a successful revitalisation. European Affairs Executive

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1 Regional railways in Germany Example for a successful revitalisation Jan Möllmann, Arriva Plc Jan Möllmann, Arriva Plc European Affairs Executive

2 Arriva a European Player

3 Arriva is all these things One of the UK s topthreethree regional bus operators, and one of the largest operators in London A rapidly growing contender in the largest European bus and rail markets, in Germany A major bus operator in Madrid A bus and rail operator in Sweden A major bus operator in the Netherlands and the largest private rail operator A leading UK rail operator, with Arriva Trains Wales and CrossCountry franchises The largest wholly private sector bus operator in Italy One of the three largest bus operators in Portugal and many more The largest bus operator and the first private sector rail franchise holder in Denmark The first private rail operator in Poland

4 From a UK heritage to a pan-european future 13 years in mainland Europe Transport networks in 12 countries More than a billion passenger journeys each year More than 15,000 buses* 587 train sets* More than 43,500 employees* * Including share of associate companies

5 Arriva Germany Arriva Deutschland GmbH Passenger and Freight operator Turnover 450 Mil Euro Train 30 Mil trainkm Bus 54 Mil. buskm

6 The German Regional rail Market

7 Railway Market Germany Organisation States are responsible for PSO railway services States have defined responsibilities for regional railway organisation (mostly agencies) Volume The total German rail-market in Germany is 660 m train-km, 180 m train-km have been tendered in the years alone.

8 Railway Market Germany Biggest market players in rail 1. DB AG m train km (2009) 2. Arriva 30.2 m train km (2009) 3. Veolia Verkehr 29.4 m train km (2009) Regional railway market (SPNV) Market share of non-incumbents SPNV 18.3 % of train km (2008) SPNV ~10 % of passenger km (2008) S-Bahnen 2.9 % of train km (2009) SPNV 22.3 % of train km (2011) S-Bahnen 6 % of train km (2011)

9 Benefits from competition Results of tendering in Germany helped to revitalise regional railways and reinvest savings in more transport t services Savings per 118 competitive awards Total % S-Bahn % RE-Services % RE/RB-Services % RB-Services % (As monitored by the private transport operator trade organisation mofair and the association of the transport authorities)

10 Arriva metronom a successful regional player

11 metronom Overview Founded in February 2002 Operating since Dec 2003 Employees: c 330 Passengers: p.d., 29 Mio p.a. Biggest non-state t railway operator in Germany Market share 2008 Germany : c 3%, of private operators c 28%; Market share 2008 in state of Lower Saxony c 26% Arriva controls 42% of the shares and has operational leadership 69,9% NiedersachsenBahn (OHE 60%, EVB 40%), 25,1% BeNEX GmbH (Hamburger Hochbahn), 5,0% Bremer Straßenbahn

12 metronom services Metronom operates high ridership lines Hamburg Bremen until Dec ,2 Mil trainkm Hamburg Uelzen until Dec ,6 Mil trainkm Hamburg Lueneburg until Dec ,8 Mil. trainkm Uelzen Hannover Göttingen until Dec ,8 Mil trainkm Hamburg Cuxhaven until Dec ,4 Mil trainkm

13 metronom home market State of Lower Saxony High degree of contract awarding through tendering procedures High Commitment to revitalise regional railways High expectation on service quality and High expectation on service quality and rise of ridership

14 metronom fleet Fleet owned by state organisation Maintenance by Operator 27 electrical locomotives class diesel locomotives class double deck coaches High quality and comfort

15 metronom service and quality Onboard Customer- and service-oriented staff (1-3 service staff per train) Alcohol free policy onboard of all trains Quick, concise and complete customer information onboard Clean and comfortable and trains Snack vending machines Seat reservation for season ticket holders Bike compartments After-sales-service Efficient and effective lost and found organisation (c items p.a., free of charge) Easy accessible and responsive customer care service

16 How has it worked out so far?

17 metronom - Ridership development & customer satisfaction pax p.a. 25 Mio customer satisfaction 94% 20 Mio 90% 15 Mio 85% 10 Mio 5 Mio 80%

18 metronom - Priorities of its customers Höflichkeit / Freundlichkeit Pünktlichkeit 89% 85% Gültige N 423 Infos im Zug bei Störungen usw. 79% Gesamt N 423 Kompetenz des Personals Infos im Zug 67% 67% Anschlusssicherung Sicherheit im Zug abends / nachts 53% 45% Fahrzeit (im Vergleich zum PKW) Erscheinungsbild des Personals ausreichende Präsenz Fahrkartenerwerb im Zug 45% 44% 37% 36% Sicherheit im Zug tagsüber Umsteigemöglichkeiten Fahrgastinformation Imbissmöglichkeit am Automaten im Zug 31% 25% 20% 16% Platzreservierungsmögl. für Stammkunden Imbissmöglichkeit mit Bedienung am Platz 10% 4% 0% 20% 40% 60% 80% 100%

19 metronom - results of monitoring Erscheinungsbild d. Personals ,5 N = 419 Höflichkeit/Freundlichkeit ,5 N = 418 Kompetenz d. Personals ,7 N = 399 Sicherheit im Zug tagsüber ,7 N = 402 Fahrzeit (im Vgl. zum PKW) ,8 N = 386 Infos im Zug ,8 N = 395 Präsenz des Personals ,9 N = 404 Infos im Zug bei Störungen usw ,9 N = 390 Umsteigemöglichkeiten ,9 N = 316 Fahrgastinformation ,1 N = 274 Pünktlichkeit ,1 N = 405 Reservierung für Stammkunden ,1 N = 248 Anschlusssicherung ,1 N = 338 Sicherheit im Zug abends/nachts ,1 N = 355 Imbissmöglichkeit im Zug ,3 N = 335 Fahrkartenerwerb im Zug ,3 N = 311 0% 20% 40% 60% 80% 100% Mittelwert 1: vollständig zufrieden 2: zufrieden 3: teils, teils 4: weniger zufrieden 5: überhaupt nicht zufrieden

20 Regional railways in Germany Example for a successful revitalisation Jan M. Möllmann, Arriva Plc

21 Backup What were the key success measures?

22 Metronom, the first to do so: Seat reservation on regional trains Information, reservation and service Customer service center with intense customer communication (c. 250 requests p.d) Important are reservation options Wheel chair / PRM reservation with preplanning p and onboard service (c 2300 reservations in 2009) Bike and group reservations (c reservations in 2009) Special commuter seat reservation for season ticket holders ( reservations in 2009)

23 Metronom, the first to do so: Strict alcohol policy Branding Branding of trains interior: Icons (Point of Contact) exterioir: visible campaign logo

24 Metronom: Fully barrier-free travel PRM travel information PRM train equipment Alle leading coaches equipped with ramp Ramp suitable for different platform levels Short Ramp Long Ramp Full mobility for PRM

25 Metronom: We Twitter Real time and real situation travel information

26 Metronom: Newsletter

27 Metronom: Special tours Example metronom annual tours to Berlin six journeys between June and October seats sold (+ 190 seats 1. class)

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