One essential question underpins the notion of quality of service: how can we make it more than just words and turn it into a reality for customers and users of transport infrastructures? VINCI Concessions adheres to a number of fundamental principles to ensure that intentions become actions. Here’s a glossary to explain these values and what they mean in practice.

Fluidity

With passenger numbers rising regularly, quality and fluidity cannot be separated. No matter the form of transport, people on the move want their journeys to be as fast, easy and smooth as possible. Constant, seamless mobility is one of the priority targets for the teams at VINCI Concessions.

What does this mean in practice?

On the roads it manages, VINCI Highways makes ever greater use of free-flow tolling, which is contactless and does not require vehicles to come to a halt. For instance, in Peru VINCI Highways subsidiary Lima Expresa has been using contactless toll payments since late 2021 to help keep the ever-growing number of vehicles on the capital’s ring road flowing smoothly.

At airports, e-gates that speed up boarding, facial recognition and automatic baggage check-ins are among the solutions rolled out to smooth passenger journeys.

Innovation

VINCI Concessions is committed to innovating to make sure it provides an ever more efficient service that delivers real added value. There is more to innovation that just technology-driven solutions. Innovation is a mindset and a working method for all our teams, who never hold back from questioning their practices and constantly stay tuned in to changes in the market.

What does this mean in practice?

In late 2020, VINCI Railways launched an application called TIME (Ticket Incident MEsea), named after the subsidiary in charge of maintenance on the South Europe Atlantic high-speed line that runs between Tours and Bordeaux in France. The new tool provides real-time reporting of technical data that is used to monitor a wide range of parameters, including rail temperature, maintenance vehicle locations and chronology of maintenance interventions.

Listening

This is the starting point for every action dedicated to quality of service: knowing how to listen to end customers as well as partners (airlines, retailers, etc.). VINCI Concessions maintains a constant dialogue with all its stakeholders to ensure that it understands their expectations and is able to deliver responses that suit each specific situation.

What does this mean in practice?

Ranges of services developed specially for families are a perfect illustration of this principle. Many airports in the VINCI Airports network feature special zones set aside for people travelling with children, fitted with equipment that includes microwaves, bottle heaters, infant changing facilities and kids’ play areas. Families therefore benefit from a suite of special services all in one place to help them enjoy a more relaxed travel experience.

Continuous

Improving quality of service is not a matter of rolling out projects now and again. Quite the opposite: it is a fundamental approach that has to be applied continuously over the medium- and long-term. This is why VINCI Concessions focuses simultaneously on new services, refurbishment work at existing sites, and the creation of new processes to deliver what customers demand and ensure we continue to offer a high level of quality.

What does this mean in practice?

An essential part of implementing any approach designed to deliver real improvement involves making sure that results and progress are constantly monitored. VINCI Concessions uses a mixture of continuous measurements with ad hoc actions to monitor quantitative and qualitative indicators. Every action is guided by a single imperative: make sure there is as little time as possible between identifying an issue on the ground and implementing measures to tackle it.