There are three universal things expected from train companies:<\/p>\n
Although, it sounds like the easiest thing to achieve, that last one can be a struggle for companies running thousands of trains every day. Trains are constantly subjected to a diverse range of incidents that can potentially cause traffic disruptions. As a result, train companies are expected to communicate quickly and regularly with their travellers.<\/p>\n
For that reason, social media appears as the ideal tool. Not only does it enable train companies to warn travellers of occurring disruptions, it also gives them the opportunity to inform people on the reasons why those disruptions occurred.<\/p>\n
Here are some good examples of how train companies across Europe have made the most of their social media channels to inform, communicate, and engage with their audience.<\/p>\n
Network Rail Kent and Sussex have started using threads on their Twitter feed to inform customers about latest disruptions and the reasons behind them.<\/p>\n
Every once in a while, their Twitter feed becomes a real \u201cRailway Network 101\u201d that looks back on a disruption and details what caused it. Network Rail use these threads to be transparent and to take the time to explain how delays can keep everyone safe.<\/p>\n
Sharing that information might not help reassure the people who got to work late, but it is a great way to educate on technical topics usually not known by the public.<\/p>\n
\nYesterday, passengers travelling with @SouthernRailUK<\/a> , @TLRailUK<\/a> + @GatwickExpress<\/a> endured an awful evening after we lost the ability to run trains on the busiest part of our network, shown in the picture, for over an hour.
Here is what happened… 1\/ pic.twitter.com\/DPEDKyxiZh<\/a><\/p>\n— Network Rail Kent and Sussex (@NetworkRailSE) December 19, 2019<\/a><\/p><\/blockquote>\n