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Investor Relations


Mar 02, 2017

Poll shows increasing passenger satisfaction with the services of the RZD Holding


A joint meeting of heads of Russian Railways and Russia's Federal Service for Surveillance on Consumer Rights Protection and Human Wellbeing (Rospotrebnadzor) was held on 1 March 2017 in Moscow.

The meeting was attended by Mikhail Akulov, Vice-President of Russian Railways, Dmitry Shakhanov, Vice-President of Russian Railways, and Yuri Kaskov, Head of Rail Transport at Rospotrebnadzor.

In his address, Mikhail Akulov cited data from a study by the Russian Public Opinion Research Centre (VTsIOM), according to which the satisfaction index on long-distance services had increased from 75.3 at the beginning of 2016 to 77.7 by the end of the year, while that on suburban commuter services was up from 72.5 to 76.3.

Akulov noted that these results were achieved in part thanks to the joint efforts of Rospotrebnadzor and the RZD Holding company in holding "Passenger of the Year" in 2016.

"The Company carries out an analysis of comments from users of rail transport services on a weekly basis. Carriers provide feedback with detailed explanations and undertake measures to address the complaints received," said Mikhail Akulov.

In order to reduce substantially the number of ill people travelling and thus lower the rate of infection among fellow passengers, 154 carriages were fitted with air disinfection units and 82 electric trains with such equipment purchased in 2016.

Yuri Kaskov praised lavishly the social position of Russian Railways and noted in particular the conditions that the Company has created for transporting children.

Russian Railways checks on a constant basis that the necessary certificates are in place regarding standards for the food and water used for catering to groups of children in accordance with the menu agreed by the territorial divisions of Rail Transport at Rospotrebnadzor.

Special controls have been established regarding the preparation of compounds, the serviceability of water supply systems and carriage ventilation and the equipping carriages with devices to prevent luggage dropping down from the upper shelves.

"Last year we more than doubled the number of water samples taken to check for environmental, sanitary and epidemiological indicators. The same applies to food, with hot meals arranged for 85% of children's groups, while medical support was almost 100%," said Yuri Kaskov, head of Rail Transport management at Rospotrebnadzor.

During 2016, an audit was conducted at 162 children's camps run by Russian Railways which revealed 580 criticisms, 113 of which have not yet been eliminated. Most of these criticisms relate to the need to overhaul and re-equip facilities. It is expected that the children's camps will be brought into compliance with Rospotrebnadzor's requirements before the start of the summer holiday season in 2017.

"Working together with Rospotrebnadzor allows us to pay a lot of attention to preventive work. It is better if we work together to identify and eliminate trouble spots than eliminate the negative effects which arise subsequently," said the Vice President of Russian Railways Dmitry Shakhanov.

The meeting agreed on the need to continue planning and implementing joint activities.

For its part, the RZD Holding will make every effort to make travel more comfortable and safer for passengers.

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