(17 Oct 2022, 4:44 pm)northern156 wrote Knocking comments off from the get-go isn't right. LNER seem to do it an awful lot when not delivering good news - at least have the illusion of people being able to voice their opinion instead of point-blank ignoring everything.

Thing is though those who work the Social Platforms of Facebook/Twitter and updating the LNER Website are literally there to post those updates and that is it, it is then down to Customer Services/Assisted Travel & Web Chat to then deal with amending bookings etc when you have Service Cancellations/Strike Action that is what they are trained for so it isn't a case of point blank ignoring it we just other platforms that customers can use that are more appropriate for them to use in order to resolve any questions/issues they may have.

Our Call Centre is open from 8am to 10pm, there has been days recently where we have stayed back beyond our operational hours to ensure all customers are served, where needed and we even have staff elsewhere in the business that travel up and down the route supporting other areas, so i'd say yes while we might not be perfect and yes there are things that could still be improved no business is going to have a perfect model that makes a customer happy but we do go above and beyond when shit hits the fan unlike other companies such as Go North East who run and hide in there bunker at Bensham.