The measures that CFL are taking to prevent COVID-19

Safety
// 3 November 2020

Passengers are obliged to wear a protective mask, such as medical masks, handmade masks, bandanas (“buff”) or scarves. (Communication from the Luxembourg Governement, 16th April 2020)

Adaptations of the traffic plan are applied on neighbouring rail networks.

Traffic plan and measures: Stay up to date with the latest information!

Whenever possible, it is recommended to postpone train or bus journeys outside peak hours, i.e. during morning and evening rush hours.

For all information on train timetables, the CFL invites passengers to check www.cfl.lu, the CFL International app or the CFL mobile app. For further questions, travelers can contact the Call Center on (+352) 2489 2489. This service is available 7 days a week, from Monday to Saturday from 6.00 am to 9.30 pm and Sundays and public holidays from 8.00 am to 9.30 pm.

In an unprecedented situation and in order to prevent the spread of the SARS-CoV-2 coronavirus and subsequently of the COVID-19 disease, which affects Luxembourg as well as its neighbouring countries, the CFL are taking various measures, based on the recommendations of the Ministry of Health and the WHO (World Health Organisation).

At the same time, following the announcement made by the Luxembourg Government regarding a phased deconfinement, the CFL is closely monitoring developments on a day-to-day basis and adapting its organisation and services both to the health situation and to the needs of its clients.

Passengers are invited to spread out evenly on board the train and bus to respect social distancing as much as possible.

Persons with reduced mobility (PRM)

The assistance or support service is available to customers, either by e-mail video-surveillance.zoc@cfl.lu or by telephone on (+352) 4990 3737.

Service at the sales centres at Luxembourg Central Station and at Belval-Université

The sales centre is open at Luxembourg Central Station.

Every day, from 5.00 am to 8.45 pm, the counters of the sales centre are available to customers (information and sales). These are counters with a glass panel that protects the customer and the CFL staff. Wearing a mask is also mandatory in the sales centre.

At Belval-Université, information and ticket sales are available from Monday to Friday from 6.15 am to 7.45 pm.

You can leave your suitcase or backpack at the left luggage office, located near platform 3AB at the Luxembourg Central Station. The left luggage office is open every day from 9.00 am to 4.30 pm.

The Lost Property Office remains at your disposal, from 9.00 am to 4.30 pm, 7 days a week.

Health of staff and passengers is an absolute priority

Since the beginning of the health crisis, every effort has been made to protect the health and well-being of staff and customers. The CFL continuously evaluates the measures taken to protect public health and takes the necessary precautions to travel safely.

First of all, the CFL Group makes its staff and passengers aware of the need to respect following hygiene rules:

  • Wash hands regularly with soap and water or disinfect them with a hydroalcoholic hand gel.
  • Cough or sneeze into the crease of the elbow or a tissue.
  • Avoid shaking hands or kisses on the cheek.
  • Avoid touching your face with your hands.
  • Stay home in case of flu-like symptoms.

To ensure everyone’s protection, wearing a mask is mandatory. It must be worn throughout the journey, as well as in the waiting rooms of the various stations.

Wearing a mask is not mandatory for children under 6 years old.

Commitments on the freight side

Measures are also being taken to ensure the best possible continuity of services throughout the logistics chain. For example, the Bettembourg-Dudelange terminal introduced the “Contactless terminal” concept in mid-March. This is a procedure that minimises contact between people at the entrance to the site and throughout the various stages involved in the loading and unloading of intermodal trains.

Transport by train and bus ensured

Despite the pandemic situation, the CFL provide transport by train and bus, while implementing measures to protect their staff and customers on a daily basis.

Based on the recommendations of the Ministry of Health and the WHO, all CFL staff are continuously informed, through several information channels about the preventive measures to be adopted.

In order to protect CFL staff on the front line on the ground, in particular station managers, train drivers, train attendants and bus drivers or any other CFL staff performing tasks that do not allow for the systematic keeping of a distance from other people, disinfecting means, masks or gloves have been distributed to the respective departments.

Customers are requested to follow the instructions of CFL staff.

It is also recommended that staff and passengers on the platforms keep a distance of 2 metres from their fellow passengers to prevent the spread of the virus.

Make sure that there is enough space for passengers getting off before you board the train or bus yourself.

Trains cleaned

The rolling stock is disinfected before it enters service. The proper functioning of ventilation systems in trains (on the whole rolling stock) is constantly monitored. During the day, in addition to conventional cleaning, all contact surfaces, such as handrails, door opening buttons and handles, are cleaned thoroughly and at an increased rate.

Trains that have carried a person officially recognised as having COVID-19 are systematically disinfected.

Flex always there for you

When necessary and to ensure your mobility, the Flex service is available to you at all times. To guarantee its service, the Flex team carries out an intensive cleaning of its fleet of vehicles. The cars are systematically ventilated, the inside of the windows as well as all contact surfaces (steering wheel, dashboard, armrests, centre console, etc.) are systematically cleaned. If necessary, the car’s interior is also disinfected using a high-temperature steam system.

It is also everyone’s responsibility to take individual hygiene measures according to the recommendations by the Ministry of Health.

When using a Flex vehicle, customers are requested to use their own mask and gloves.

To book a Flex vehicle, go to the Flex application, available on iOS or Android. If you need further assistance or information, you can reach the Flex Servicecenter team at (+352) 2883 3882.

In buses too …

CFL buses also run all day long. To ensure the healthy arrival of the drivers and passengers, and with respect to the recommendations of the Ministry of Health, the buses are also subject to following measures.

With a fleet of 79 buses, each bus is completely disinfected. A disinfectant solution is sprayed through the passenger compartment.

The contact points, such as the opening buttons and grab bars, are cleaned continuously from Monday to Friday.

Dashboards are also cleaned. Drivers are also provided with gloves and disinfectants.

A perimeter has been placed around the driver so that the first row of seats remains unoccupied.

Passengers are requested to enter and exit the bus through the back door(s) of the bus.

For both trains and buses, it is recommended to keep a distance of 2 metres from your fellow passenger, to avoid any risk of spreading the virus.

Cleaning the stations

Since the beginning of the health crisis, special attention has been given to cleaning train stations. All surfaces that are regularly touched by passengers, such as elevator buttons or stairs, are regularly cleaned with antibacterial products.

CFL Evasion

Our travel agency CFL-Evasion is open! Our team will be happy to help you and book your next vacation! Join us or call us at 4990-4800 or email: cfl-evasion@cfl.lu. Our opening hours are Monday to Friday from 9.00 am to 5.00 pm.

Adapted purchasing procedures

Travelers are invited to make their payments by credit card.

The purchase of national 1st class tickets can be made:

  • via the CFL Mobile application
  • automatic ticket machines

International tickets can be purchased via the CFL International application.

Information and ticket sales are available at the sales centre at Luxembourg Central Station. The counters are open every day from 5.00 am to 8.45 pm. 

The situation is regularly re-evaluated and measures will be adapted accordingly.

Please inform yourself before your departure! For further information, related to COVID-19 and the latest measures taken at national and international level, please consult the websites of the Luxembourg Government www.covid19.lu, the European Centre for Disease Prevention and Control (ECDC) www.ecdc.eu or the World Health Organization (WHO) www.who.int.

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Safety