SCOTRAIL has today launched a new WhatsApp service for passengers as part of a £4 million attempt to improve customer satisfaction.
The operator says it is one of the first in the UK to introduce WhatsApp as a customer contact channel, adding that it will allow travellers to communicate directly with the company through the most used, multi-platform messaging service in the world.
People can connect to ScotRail’s WhatsApp channel by visiting the website or messaging direct on 07555 012345.
Transport Scotland issued ScotRail with a customer satisfaction remedial notice in February. The WhatsApp launch is part of the £4m remedial agreement between the two.
Other commitments in the plan include setting up two regional customer advisory groups to hear first-hand from customers to improve their experience and more frequent “deep cleans” of trains.
Delay Repay and refund information cards will be distributed to customers during disruption. ScotRail says this will mean faster processing of claims and enquiries. There will also be investment in new and improved devices for frontline staff to improve access to live disruption information.
The firm says the new plan, in conjunction with the train service performance remedial plan, means it will continue to improve reliability, punctuality, and customer satisfaction with investment worth £22m.
ScotRail’s head of customer operations, Phil Campbell, said: “We are always looking for new and innovative ways to speak with customers, which is why we are so excited to launch WhatsApp.
“Our £4m remedial plan investment will help to deliver the service our customers expect and deserve.
“We know we still have much to do to regain the trust of our customers, but the unprecedented investment we are making is already paying off, delivering more seats, more services and faster journeys across the country.”
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