Eurotunnel, an efficient operator, attentive to customers

World leader in Piggy Back transport, principal cross-Channel operator, Eurotunnel has developed a strong economic model: its intrinsic strengths of Speed, Ease, Reliability and the environmental advantage enable it to consolidate its position and to improve its commercial proposition.

• Shortest crossing time.
  Eurotunnel offers the fastest cross-Channel service: with the Passenger Shuttles, it takes barely 35 minutes to cross the Straits, without even having to get out of your car. For European hauliers, the Truck Shuttles offer HGVs to cross the Channel in around 90 minutes, from motorway to motorway.
• Highest frequency
  Eurotunnel has at its disposal a great operational flexibility to increase number of Shuttles’ departures, to adjust to traffic and demand. Truck Shuttles offer up to 7 departures per hour and per direction.
• Greatest reliability
  Eurotunnel Shuttle operations are not subject to weather conditions.
• Recognised quality of service.
  Generally, more than 90% of our customers are satisfied with Eurotunnel’s service and/or willing to recommend Eurotunnel. 
• Best environmental performances
  Eurotunnel is committed to protecting the environment every day and is to date the only cross-Channel operator to have published a carbon footprint review: Eurotunnel is by far the most environmentally friendly cross-Channel service.

Throughout the year, commercial and operational staff work closely together to identify precisely how service could be improved.

Numerous initiatives have been implemented or are being developed, on top of the automatic
check-in system on both Coquelles and Folkestone Passenger and Truck Terminals:

• Implementation in 2009 of a new IRIS system using automated number plate recognition, which firstly enables every car to be tracked in real time from the point it enters the Terminal from the toll booth until it is loaded on board one the passenger Shuttles and secondly makes traffic flow more freely on the Terminals
• Development of a new information system for customers – using large video panels with variable messages – on both Terminals. This CIS project is currently being deployed, from mid-2010 to beginning of 2011
• A project currently being developed aims to improve fluidity of the customer journey on the Coquelles Terminal: instead of border control taking place just minutes before boarding the Shuttle, it will be carried out upon arrival at the Terminal, as at airports.
• Real-time communication with hauliers on the traffic’s status with hauliers
• New customs clearance facilities for trucks entering the United Kingdom which save drivers lots of time
• Renovation of the FlexiPlus lounges, which more modern and convivial, reflect Eurotunnel’s premium service  for passengers
• Extension of the food court in the Folkestone Passenger building and the increase in the range of products in shops
• Doubling of the truck parking capacity on the Coquelles truck parking which allows to streamline traffic flows
• Refurbishment of the Club-cars, which accommodate during their Tunnel crossing truck drivers who appreciate the new level of comfort
• Upgrading of the internet reservation system for crossing with Eurotunnel Passenger Shuttles

Already voted by the British public best rail company, Eurotunnel intends to constantly strive for commercial excellence and to further improve its offer in terms of quality of service.

More detailed information on page 24 of the 2010 Annual review of Groupe Eurotunel