Customers

BLS continuously implements the Federal Act on the Elimination of Discrimination against People with Disabilities (Disability Discrimination Act, DDA): BLS has converted 92 out of 115 train stations, i.e. 79 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. No changes are planned for four stations because the costs would be disproportionately high, and three stops will be closed for operational reasons. For stations that are not fully accessible, BLS will provide legally compliant alternative solutions from 2024 onwards, either through on-site staff or shuttle services. 

BLS is also supporting customers, particularly older ones, with digital ticket purchases via smartphone through target-group-specific courses, in order to improve accessibility. 

The information-related impacts for customers include data protection, freedom of expression and access to relevant, high-quality information.  

Through its annual customer satisfaction survey, BLS also gains important insights into customers’ access to information. Overall, BLS’s information practices are rated very positively. This has changed only slightly over the years.  

BLS ensures the protection of personal data through a clear organisational structure and ensures transparent communication as well as fair and careful data processing – including the responsible use of AI. The internal data protection advisory team bears central responsibility, supported by data protection managers in the various departments. Together, they ensure legal compliance and the continuous development of data protection management. 

In addition, BLS is committed to responsible data processing, for example through the revised customer deletion notice, which increases transparency and structure.

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.