ScotRail has launched a new WhatsApp service for customers as part of a £4million investment plan to improve customer satisfaction.
From today, customers can connect to ScotRail’s WhatsApp channel by visiting the website or messaging direct on 07555 012345.
The rail network becomes one of the first train operators in the UK to offer the service. Bosses hope the new launch will make it easier for customers to communicate directly with the company.
In February this year, Transport Scotland issued ScotRail with a customer satisfaction remedial notice. The launch of the new WhatsApp service for customers is part of the £4million remedial agreement between ScotRail and Transport Scotland.
Other commitments in the plan include more frequent ‘deep cleans’ to improve cleanliness on board and investment in new devices for frontline staff to improve access to live disruption information.
ScotRail’s Head of Customer Operations, Phil Campbell, said: “We are always looking for new and innovative ways to speak with customers, which is why we are so excited to launch WhatsApp.
“Our £4million remedial plan investment will help to deliver the service our customers expect and deserve.
“We know we still have much to do to regain the trust of our customers, but the unprecedented investment we are making is already paying off, delivering more seats, more services and faster journeys across the country.”
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