Facilities Management for the Luton DART

This procurement relates to facilities management and passenger services for the new 2.1 km Luton DART automated passenger transit system between London Luton Airport Parkway railway station and London Luton Airport Central Terminal. The Luton DART is a key piece of transport infrastructure encouraging the modal shift of passengers to rail as part of the carbon reduction ambitions of LLAL. Services of the Luton DART are expected to be operational in early 2022. We are looking to procure a single facilities management provider of the following services:

• customer facing/hospitality (meet, greet and passenger assistance) personnel (with responsibility for ticket enforcement) within the station premises of the Luton DART passenger transit system;
• facilities management and maintenance of the station premises forming part of the Luton DART passenger transit system;
• civil structures inspection and maintenance for the system route infrastructure of the Luton DART passenger transit system.
• leading on passenger welfare including, but not limited to, immediate first aid response, evacuation, emergency services and other delivery partners liaison including temporary or contingency arrangements e.g. bus replacement service is required and provided but DART station and customer service team support delivery;
• customer experience generally, particularly with reference to supporting persons of reduced mobility;
• support LLAL in the delivery of passenger growth ambitions through delivery of excellent customer service and delivery of transport industry liaison.