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Post COVID-19 Air Travel – Customer Experience Challenges

I recently took a long-haul flight from Dubai to the UK in early June. Post COVID-19 has resulted in some significant changes resulting in some challenges between creating a great customer experience and COVID-19 precautionary measures. There are a lot more queues Before COVID-19, there was a 1hr 30 minute...
Careem ebike and post COVID precautions

Careem ebikes in Dubai – the easy way to cycle

I have very much missed cycling during lockdown, so I was extremely happy to see that Careem ebikes opened up again last week. I downloaded the app, paid my weekly fee, sanitised my hands, put on the gloves, unlocked the bike and I was ready to go! It should be...
COVID 19 Holding Message

Global Public Transport Operators – COVID-19 Recovery Plans

The COVID-19 pandemic has had an extraordinary effect on health, world's economy and general day-to-day life and sadly it isn't over yet. What I have found heartening, as someone who is an avid public transport user, are the plans to restart public transport operations. A summary of these measures (Asia...
Au Revoir to Virgin Trains

Au revoir Virgin Trains

From June to December 2019, Surbon Consulting supported the demobilisation team of Virgin Trains as Virgin Trains (51% Virgin/ 49% Stagecoach) handed over to the new operator of First Trenitalia West Coast (First Group 70%, Trenitalia 30%). It was a pleasure to work with Virgin Trains looking after franchise compliance,...
5 ferries

5 facts about the 5 ferries challenge in Scotland

I was delighted to complete the 5 ferries challenge in the west coast of Scotland with my mother yesterday. This is a 70-mile route by bike with 5 ferry legs. Given my preparations regarding training could best be described as minimal, it was a relief to make it round in...
NorthLink Ferries Route Map

Great to have been part of the winning Serco Northlink bid team

On Friday 19th September 2019, Transport Scotland announced that Serco were the preferred bidder for the £450 million NorthLink ferries contract (Aberdeen – Shetland/Orkney) for the next 8 years. It was great that Surbon Consulting supported the Serco bid team to this win! In the new contract, customers can expect...
50 tips to improve your next transport bid

50 tips for your next transport bid

I am very happy to announce that my new ebook "50 tips to improve your next transport bid" will be available to buy on my website by 20th July. 2019. The ebook will initially available in pdf version, I'll be adding an ePub version over the coming weeks for you...
Rachel Hughes at UITP

UITP 2019 – 3 highlights

UITP 2019 in Stockholm was a fantastic conference, not only due to the 18 hour long days, non stop sun and lovely city but the quality and quantity of presentations were thoroughly enjoyable! Art in public transport was an interesting topic with plenty of art on display, including on the...
Trainy McTrainface and its interior. Breitling watches demonstrate the commitmment ot punctuality.

Travelling on Trainy McTrainface

It’s been great to attend UITP 2019 in Stockholm. I took the opportunity to attend one of the technical visits namely on MTR Express named Trainy McTrainface,and hear from the CEO Mats Jansen about the challenges and opportunities of the open access market rail market in Sweden. MTR Express run...
Caledonian Sleeper Summary

New Caledonian Sleeper Trains

It was fantastic to attend the launch of the new Caledonian Sleeper trains on 29th April at Glasgow Central station. The launch event featured presentations from: Ryan Flaherty, MD of Caledonian Sleeper, Rupert Soames MD of Serco Group and regular traveller on the Sleeper, Michael Mathieson, MSP Cabinet Secretary for...