Customers

BLS continuously implements the Federal Act on the Elimination of Discrimination against People with Disabilities (Disability Discrimination Act, DDA): BLS has converted 90 out of 115 train stations, i.e. 78 per cent, to make them barrier-free. Some of the train stations are partially compliant; for example, wheelchair users can only board and disembark independently on part of the platform length. BLS will probably renovate 20 of the remaining 26 train stations over the next ten years or so. For six of the train stations, no adjustments are planned because the costs would be disproportionately high or the station would have to be closed for service reasons. Since 1 January 2024, transport companies have had to offer an alternative solution at all train stations that are not completely barrier-free. At the converted but only partially barrier-free train stations, BLS provides assistance through on-site staff. At train stations that have not yet been converted, BLS organises a shuttle service that takes people to the nearest accessible train station.

The annual customer satisfaction survey also provides BLS with important insights into customer access to information. Overall, provision of information by BLS is rated very positively, and there have been only slight changes over the years. In particular, the information provided in the event of disruptions to train services is rated better than in previous years. 

BLS has a company data protection officer to ensure compliance with data protection regulations. The officer advises and supports all departments of the company in complying with the legal provisions and internal directives relating to the proper handling of personal data. In particular, the data protection officer ensures that the processing of personal data is regularly reviewed and recommends corrective measures. The data protection officer also draws up sample templates (for example for contracts or assessments in the area of data processing), makes these available to the stakeholders and advises them on their design. The data protection officer also keeps a register of all collections and processing of personal data. The officer likewise acts as a contact for reporting of data protection violations and for data subjects who have concerns, and as a point of contact for authorities in data protection matters.

The customer satisfaction survey also covered perceived safety. Overall, BLS customers feel safe. To ensure that this remains the case, BLS is implementing various measures to further strengthen its customers' sense of safety, increasing the number of security staff and expanding their presence. A digital helper is also currently being implemented on the BLS website, offering tips on how to increase your own safety and providing assistance for passengers affected by assaults.

In terms of safety, train hazards are also a relevant issue for BLS. These include potential hazards to trains from other trains, shunting movements, work equipment, road vehicles, obstacles and people. The number of such incidents increased last year, with the majority being attributable to external influences. To reduce disruption caused by road vehicles at railway crossings, BLS has installed an area monitoring system at a known danger point in Interlaken, and this has reduced the number of hazards.