(16 Jul 2022, 2:20 pm)streetdeckfan wrote GNE customer service were great before COVID, then they seemed to sack everyone and change the opening hours so anyone travelling at the peak times or weekends (so most passengers) can't contact them.

Don't get me wrong though, every time I've used the live chat the two people that only ever seem to respond have been very helpful and polite.

Sent from my AC2003 using Tapatalk

The public facing responses, which the vast majority of people will judge interactions on are horrendous. They are confused, there’s no one tone/voice and are conflicting as well as overly defensive. 

The opening hours thing leads to poor/incompetent leadership or a lack of understanding of customer needs, which is rife throughout the industry and not just GNE, though the others don’t have better than ever plastered on their socials.