The Challenge
To Drive Onboard Excellence Through Smart F&B Operations
Momentum, the exclusive customer service and catering partner of Eurostar, faced the challenge of maintaining operational efficiency and profitability while enhancing the passenger experience. The company identified crew operations as a critical area for improvement, focusing on optimising crew scheduling, training, and communication. The goal was to reduce staffing costs, improve service efficiency, and ultimately increase ancillary revenue. However, achieving these objectives required a strategic blend of innovative technologies, skilled personnel, and seamless coordination across a complex operational network—all while meeting the high expectations of Eurostar passengers for comfort and convenience.
Key challenges included streamlining crew operations, integrating real-time data across the network, and enhancing digital touchpoints to reduce queues and improve onboard service delivery.
About Momentum / Eurostar
Momentum has been the exclusive customer service and catering partner of Eurostar International since 2000, providing high-quality onboard service across all classes: Business Premier, Standard Premier, and Standard Class. Passengers enjoy at-seat service in premium classes and Cafe Metropole -Momentum’s onboard bar concept -in Standard Class, offering a wide range of products to suit diverse customer needs. Eurostar, the high-speed rail service connecting the UK to Europe, is renowned for its commitment to exceptional passenger experiences, operational excellence, and continuous innovation in rail travel.
"Over the past decade, digital technology and innovation have transformed rail operating systems and rail safety -from traffic management to track alignment. Now, Omnevo’s digital solution enables rail operators to deliver performance gains across the whole passenger journey, seizing new opportunities for greater efficiency, enhanced reliability and control, and higher revenue."
The Solution
Momentum partnered with Omnevo to digitalise the entire operational journey, focusing on crew management, passenger experience, and load control. The phased approach to digitalisation allowed Momentum to prioritise key operational areas, starting small and scaling rapidly to meet performance goals.
Omnevo’s solutions addressed five critical areas: crew scheduling and communication, passenger information and experience, load control and planning, real-time performance monitoring, and predictive maintenance. By implementing these digital tools, Momentum optimised crew operations, enhanced passenger satisfaction, and improved overall efficiency.
Strategic priorities
Optimising Operational Efficiency:
Comprehensive monitoring of staff efficiency and F&B inventory levels across the network to minimise inefficiencies and markdowns.
Omnichannel Customer Experience:
Integrating data across the entire network to deliver a seamless, personalised passenger journey without operational silos.
Maximising Revenue & Profit:
Enhancing digital touchpoints to bypass queues and streamline service delivery, driving ancillary revenue growth.
The Results
Through Omnevo’s digital solutions, Momentum has transformed Eurostar’s onboard experience, achieving greater operational efficiency, higher revenue, and improved customer satisfaction. Real-time crew management and performance monitoring led to more streamlined workflows, while enhanced digital touchpoints- including pre-order options and app-based F&B services -boosted ancillary revenue and reduced service bottlenecks.
Passengers now enjoy a more convenient, flexible service with options to pre-order food and beverages, collect them at the bar, or have them delivered to their seats. This seamless integration of digital technology has driven increased sales, reduced waste, and strengthened customer loyalty, positioning Eurostar as a leader in rail innovation.
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