GREECE
UPGRADES TO BOOST SATISFACTION
VINCI Highways has created a new customer experience for users of the Rio-Antirrio bridge; the mobile app has been updated, subscriptions have gone digital, an e-pass for electric vehicles has been introduced and maintenance and upgrade campaigns are being continuously promoted to the public. The impact of these investments was fully assessed in 2024 through enhanced satisfaction surveys. Results showed that 82% of customers are satisfied with their overall experience, highlighting the quality of the road surface, public lighting and signage. Customer-facing workers were also praised, with a 73% satisfaction rating for their proactive attitude. The subscription programme has record 75% satisfaction rates while the mobile app, which was updated in June, obtained 76% positive feedback for its ease of use.
FRANCE
PEACE OF MIND WITH ZENLINE AT LYON-SAINT EXUPÉRY AIRPORT
How can innovation be used to improve the passenger experience? Lyon-Saint Exupéry is the first airport in France to trial ZenLine, a solution to book specific slots for security checks. Passengers can choose the slot that best suits them, enabling them to optimise the time that they spend at the airport. The system identifies and offers times based on a smart slot system that is calculated using flight schedules, aircraft load, traffic and more. The ZenLine solution is free, accessible via the airport’s website and mobile app, and available for all flights at Terminal 1. Slots can be reserved any time from seven days to 24 hours ahead of departure.