Redefining the passenger experience

The problem

As part of the St. Pancras International station improvements, Eurostar relocated from St. Pancras station’s southern entrance to Eurostar’s existing check-in area to improve customer access and to help streamline Eurostar traveller’s journeys through the station.

 

As part of this relocation, we were asked by the Eurostar team to re-develop/re-define the passenger experience at St Pancras looking at both the main customer ticket office as well as a new Business Premier ticket office and an area for self-service ticket machines. Eurostar wanted to create a memorable and impactful experience for their customers in the St. Pancras departure lounge and ticket office. They sought to emphasise the service’s easy and seamless travel experience while generating excitement even before the departure.

 

The solution

The design of the space was meticulously crafted with the customer in mind, prioritising speed and efficiency. We devised a bold concept that centred around the idea of ‘Welcome to Paris’. We worked closely with Eurostar to relocate their ticket office within the historically significant Grade 1 Listed Kings Cross St. Pancras building. The ticket office features a striking contemporary design in a bright, elegant, and welcoming space with dedicated ticket desks where passengers can speak to Eurostar’s customer service staff about their bookings.

 

As part of the solution, we introduced a state-of-the-art digital infrastructure, including a prominent 12-screen horizon line as the central feature. Coupled with the design and build we developed animations at different touch points along the customer journey. Through the use of communications, we helped to create a flexible solution that could respond quickly to the business needs and delight Eurostar’s customers at the same time.

 

The second phase of the upgrade followed one month later with a new Business Premier ticket office and an area for self-service ticket machines.

The result

The newly designed departure lounge and ticket office provided a seamless and enjoyable experience for travellers. The innovative digital infrastructure, combined with engaging animations, enhanced the overall ambiance, and left a lasting impression on Eurostar’s customers. The flexible communication strategy we implemented allowed for quick adaptation to the business needs, ultimately delighting Eurostar’s customers and ensuring a memorable travel experience.

 

The new St. Pancras ticket office formed part of a wider investment programme where we worked with Eurostar to re-develop/define the passenger experience at their stations across Europe.