Archive for February 12th, 2010

Eurostar’s snow crisis report released

Further to our previous post on Eurostar’s pre-Christmas snow crisis, today has seen the release of an independent report into the crisis, commissioned by the company.

This BBC story is among the most balanced pieces covering the release of the report (I haven’t been able to find a copy of the report itself, so if any of our intrepid readers want to forward a copy we’d love to receive it).

What’s to be expected is that across the board, media coverage focuses on the specific problems and who’s to blame, and in this respect it doesn’t disappoint. What I would have liked to see is a bit more prominent reference to the solutions. We’ll just have to be happy with Eurostar’s commitment to invest £30-plus million in implementing all of the review’s recommendations. It’s encouraging to see that communication featured prominently in the three core recommendations handed down by the reviewers:

  • Train reliability – engineering improvements to enhance the reliability of its trains
  • Evacuation and rescue – improvements should be made to tunnel evacuation and rescue procedures, to ensure passengers can be transported from the tunnel quickly and effectively
  • Managing disruption and improving communication – improvements to assist passengers better and provide more effective communication in times of disruption.

The key word here is “effective”. Communication for its own sake is pointless at the best of times, and a downright detriment during a crisis.

There have been a number of references over the past weeks about the importance of learning from previous experience and today’s report reinforces that message.