LNER Launches WhatsApp Channel Broadcasting Travel Updates and Service Information for Customers
As part of LNER’s ongoing commitment to keeping customers informed about their rail journey, the train operator has launched a WhatsApp Channel to broadcast service updates, travel information, and advice during planned and unplanned disruptions.
The channel, which will be kept up to date directly by members of the LNER Service Delivery Team, provides customers with the opportunity to check if anything could affect their rail journey before they set off while also being a source of information during a disruptive incident affecting the railway.
As notifications on WhatsApp Channels are turned off by default, LNER is encouraging customers to subscribe and then simply turn on notifications in the lead up to their journey. Customers then have the option to manage their notifications to avoid unnecessary communications afterwards. Notifications can be enabled by clicking on the bell icon in the top right-hand corner of the channel.
Zoe Belhomme, Communications Transformation Manager at LNER, said: “We know our customers book their tickets from a range of different platforms, and that can make getting the right service information to them tricky. One benefit of a WhatsApp Channel is that anyone with the link, regardless of where they booked their ticket, can subscribe and use the feed when they need it.
“Our research shows that customer confidence and satisfaction in rail increases significantly if they are more informed during their journey, even when they are disrupted. This channel is just one of the ways LNER is making sure customers have access to the right information so they can confidently make the right decisions for them ahead of travelling or if things don’t go to plan.”
To subscribe to the LNER WhatsApp channel, click here: https://www.whatsapp.com/channel/0029VbB2OMmI1rcfZIX1qC34