Improving passenger experience post-pandemic

22 April 2021 | 3PM BST | Hosted in our online boardrooms

This Accelerate Rail roundtable, held in association with PA Consulting, is an invitation-only online event that will bring together senior strategy and customer experts within the rail sector to explore the best practices in creating a customer-first railway post-pandemic.

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The discussion

To what extent has the pandemic impacted passenger confidence?

Connected journeys – improving integration with other forms of mobility?

Making modern technology-driven journeys a reality for customers – next steps


Eleni Jordan

Commercial DirectorChiltern Railways

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Eleni Jordan, Chiltern Railways, Accelerate Rail Conference
Eleni Jordan

Commercial Director

Chiltern Railways
Eleni Jordan is currently Commercial Director of Chiltern Railways by Arriva and has over 23 years’ experience in commercial, marketing and commercial roles at Senior Management and Board level. Eleni’s successful track record comes from 5 different industry sectors; airlines, tour operations, hotels, financial services and rail, giving her unparalleled experience and perspective.
Eleni’s 17 years in rail are fundamental to the results she is delivering at Chiltern Railways where she is responsible for Passenger and Ancillary Revenue generation, Marketing & Brand, Strategic Partnership Development, Corporate Affairs & PR and Timetable Planning & Development.
Chiltern Railways is a highly-regarded, best-in-class customer-centric business and the Directorate Eleni leads is ensuring the company expands its online footprint, maintains its strong reputation and has a timetable that meets the demands of its passengers.
Before joining Chiltern Railways, Eleni was Head of Commercial Development at Abellio Greater Anglia, where she worked for 5 and a half years including the period when Abellio when they won the East Anglian franchise, spending 12 years overall in that franchise. At Abellio Greater Anglia, Eleni led the Marketing, Sales, Retail and Channel development alongside the development of the timetable for Stansted Express.  Eleni led substantial growth in passenger numbers, an improved customer experience and was instrumental in the implementation of new retailing channels. She led the close relationship with Stansted Airport and Manchester Airport Group, which delivered the launch of new services and products which enabled substantial growth and modal shift for the airport and the rail service.

James Dowle

Global Head of RailPA Consulting

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Accelerate: James Dowle
James Dowle

Global Head of Rail

PA Consulting

James is PA’s Global Head of Rail and has a wealth of experience in both frontline programme delivery and strategy implementation across the transportation sector. James is currently leading the PA team supporting a range of works including Network Rail’s R&D programme to enable Accelerated Innovation of new technology; wider rail reform in the UK and ERTMS strategy development in the Nordics.

An expert in successfully leading major projects and programmes within rail, James has held leadership positions as a client, contractor and consultant and has worked on some of the largest rail infrastructure programmes in the UK. James is passionate about changing the paradigm in infrastructure delivery using new technology, tools and techniques, particularly harnessing data to provide insight and help navigate complexity.


April 22 at 3PM BST
90 minutes
  • Introduction to the roundtable

James Dowle, Global Head of Rail, PA Consulting


  • Rebuilding passenger confidence post-pandemic

Eleni Jordan, Commercial and Customer Strategy Director, Chiltern Railways


  • Roundtable discussion
  • To what extent has the pandemic impacted passenger confidence?
  • Avoiding overcrowding – how to better monitor passenger flows and avoid overcrowded trains and stations?
  • Connected journeys – improving integration with other forms of mobility?
  • Making modern technology-driven journeys a reality for customers – next steps


  • Closing remarks

Request an invitation

This roundtable is designed for senior strategy and customer experts within the rail sector.

Fill in this short form if you meet the above criteria and would like to participate in the discussion. All invitation requests will be vetted and approved (or declined) by the organiser.

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