Customer Satisfaction and Engagement
Offering our customers a safe, reliable and enjoyable travel experience at a fair and competitive price.
Ensuring operational excellence is central to creating world-class experiences for our customers. Our businesses seek and welcome customer feedback and engagement, providing several lines of communication, from in-person customer service centres, to websites, dedicated phone services and apps.
Our Commitment to Customer Satisfaction and Engagement
Our businesses conduct customer satisfaction surveys periodically to measure satisfaction levels and to identify areas for improvement. APRR also has an online community participation portal to gain valuable insights from customers. More than 1,000 volunteer and motivated customers have joined the community to positively influence the evolution of service offerings through their feedback, insights and ideas in surveys and focus groups.
Across all our businesses, customers are kept informed of road conditions through variable message signage on roadways, through updates on websites and through targeted information services such as the Warnow Tunnel app and the dedicated radio channel at APRR.
OSCARD at Warnow Tunnel making things smoother and safer for customers
Warnow Tunnel’s primary payment system – OSCARD – is state of the art. Offering direct debit or website top-up payments only, it eliminates the need for drivers to stop and make manual top-up payments at the toll plaza. This delivers a smoother, safer experience for customers.
In addition to the OSCARD, there are two modern and convenient alternatives for traveling through the Warnow Tunnel: the tunnel strip (RFID) and the tunnel box (TAG). Both systems enable automatic, contactless processing at the toll plaza, without the need for stopping.
Chicago Skyway ‘moves beyond’ to improve the customer experience
Chicago Skyway’s back office platform, ‘MoveBeyond’ by A-to-Be improves the customer experience every step of the way. It supports electronic toll collection and assists with managing unpaid tolls, violations, manual payments (cash and credit), as well as facilitating an enhanced Skyway Loyalty Program app.
Customers are offered discounts based on how often they drive and can receive special offers, for example on their birthday.
APRR’s multi-modal hub enhancing connectivity
APRR’s multi-modal transport hub at La Bâtie, enhances connectivity between the A41 motorway and local communities in south-east France. The hub makes it easy for commuters to switch directly between different modes of transport.
It includes a car park with around 100 spaces, a new pedestrian and bicycle route directly linked to the car park, and two bus stops.
Fair pricing and value
Our roadways are attractive alternatives to competing routes due to the significant time savings and reliability they offer customers at a fair price.
Our businesses seek to reward loyal customers via loyalty programs that offer discounted trips to frequent customers, which further enhances their value offering.
Time savings is one of the most important value offerings for customers when deciding which route they will use. The average travel time savings at our wholly owned and majority-owned businesses vary from 5 minutes, at Warnow Tunnel and Dulles Greenway, to 11 minutes at Chicago Skyway. (These were calculated in 2025 on a transaction weighted basis and represent the time saved relative to the nearest alternative route).
| Business | Average travel time saving in 2025 |
|---|---|
| Warnow Tunnel (2.1km) | 5 mins |
| Dulles Greenway (22km) | 5mins |
| Chicago Skyway (12.5km) | 11 mins |