RAIL EUROPE is conducting research among agents to find out how they can work better with the trade.
The move follows complaints from agents who were furious when they were unable to book motorail after the company’s Torpak reservation system broke down in March.
“What we have done as a result of this is to look very hard at the level of service we are providing to agents,” said sales and marketing director Karen Gee.
Results of the results are expected to be revealed within the next six weeks.
The Torpak system has now been replaced with TPV which has the same capabilities as Torpak but is year 2000 compliant.
Torpak was due to be replaced at the end of the summer season because it was unable to cope with increased reservations over the years and was also not year 2000 compliant.
The crash forced the operator to introduce a paper-based reservation system one week after the system crashed.
The operator also tripled its operations team to deal with the disaster that caused chaos for agents who were unable to secure bookings for clients.
Gee said: “This was a position that anyone in the distribution of travel dreads. It was a very serious problem indeed where the product literally could not be booked. But we attacked the problem head on and everything has been put right.
“The trade is the life blood of Rail Europe and it was important to restore services as quickly as possible.”
Gee denied sales had been hit by the system crash, adding that as Rail Europe faced very little competition in selling European rail routes, people simply hung on until the product could be booked again.
Like Torpak, TPV allows agents to book rail travel months ahead of departure.