TRAIN company London Midland has won an award for the way it communicates with passengers on Twitter.
The company runs services on the line through Hemel Hempstead, Tring and Berkhamstead between London and Milton Keynes.
Since launching in April 2010, @londonmidland has sent around 23,000 individual messages. It now has more than 8,000 Twitter followers. The company won the Putting Passengers First category at the 2011 National Rail Awards – an accolade sponsored by Passenger Focus.
Twitter allows customers to identify problems faster than ever before, and without contacting London Midland’s customer relations team. Sometimes these might be minor irritations, which might otherwise not be raised.
Twitter has really shown its worth during times of disruption, when London Midland has been able to make sure that passengers have frequent service updates. Passengers can be kept up to date wherever they are. The company now plans to develop this interactive relationship further, and looks forward to a time when customers will no longer expect to have to visit a website for information.
Passenger Focus chief executive Anthony Smith said: “London Midland’s pioneering and in-depth use of Twitter has paved the way to much better communication. Cutting through industry jargon the simple, clear, personal messages give passengers just what they want. It will be really interesting to see how this service develops.”