TransPennine Express first UK train company to adopt WhatsApp

14th Feb 2019

TransPennine Express has become the first UK train operator to use WhatsApp as a customer service channel. 

The decision to employ the popular messaging app as a customer service platform means that passengers now have an easy way to get in touch with the operator in relation to queries and problems. 

Customer Experience Director for TransPennine Express, Kathryn O’Brien, who is also a Vice President at The Institute of Customer Service, said: “We are thrilled that our customers are now able to contact us directly through WhatsApp, making us the first train company in the UK to offer this. Many will already be familiar with this popular channel and this will allow us to connect with our customers whenever they need their questions answering. 

She continued: “We are committed to providing the best possible experience and service for our customers and communities, and are constantly looking at news ways of doing this.” 

TransPennine Express scored 69.8 in the latest UK Customer Satisfaction Index (UKCSI), which was published by The Institute of Customer Service last month. The score was down by 5.7 points from its score of 75.5 a year previously.   

TransPennine Express came in for criticism in 2018 after a series of delays and cancellations between April and mid-October, while it was also named as the joint slowest operator for the speed of processing compensation claims that were related to the widespread disruption.

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