(09 May 2021, 10:00 pm)Micheal Aaron wrote What response would you like them give
As a short example:
- An issue with our Azuma (Class 800 Hitachi) trains means that we're unable to run a service today. This issue is under investigation and further updates will be provided when we have them.
- Plans (coaches, ticket acceptance through other TOCs etc) are being put in place for those who need to travel today. Further updates are imminent, please keep posted. If you need to get somewhere, we'll try our best to make sure you do.
- Full refunds are available to passengers who no longer wish to travel. Tickets dated today (Sat 8th) and Sunday 9th will be valid for the next 7 days. This period may be extended should the problem continue into the week, so don't worry if you have travel booked for the coming days.
This is easy to understand for customers, doesn't make them panic, allows for flexibility in travel to spread this weekends load through the week. Also means that customers aren't left in confusion as to why trains they've never heard of mean that no service is running. I'm aware they said some of those things, but it's more the actual tone/underlying message of DO NOT TRAVEL that folk have issue with.
Its not perfect, and there may be problems with it, but it's better than what LNER served up yesterday.
People are generally very accepting and understanding of problems if they are properly explained with familiar language. Put it this way, I'd imagine folk would be a lot more understanding if Apple said "Sorry, you might need to wait a bit longer for your new iPhone as we're experiencing a shortage of screens. We'll keep you posted with new timeframes as soon as we can" than if they said "Foxconn have an issue with their supply chain and availability of product A2172/A2402/A2403/A2404 is delayed". Not a fantastic example but it's all I can think of at this time.
Equally, you seem keen to defend these social media staff to the hilt. Would you say responses such as "They aren't our services so I couldn't say.", or "That is not our route, Alan." are adequate? I wouldn't. In what is a stressful time for my customers, I'd be going out of my way to point them in the right direction or to copy in another TOCs Twitter - as they usually do when it's a light hearted conversation/LNER are getting praised. It would be like someone walking into McDonald's and asking for a Whopper and the response being "not from us", rather than "Sorry, Burger King do the Whopper. We can get you a Big Mac, or the Burger King is just across the road".