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Author Topic: Should rail companies block passengers on Social Media  (Read 253 times)
grahame
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« on: November 15, 2018, 08:16:36 am »

From The Guardian

Quote
In a new report by consumer group Which? highlighting widespread dissatisfaction with train companies, one instance was singled out: Northern Rail blocking a passenger who’d been complaining on Twitter. Kat Harrison-Dibbits had included the company in over 100 messages about delays and overcrowding before it eventually blocked her.

The incident brings into focus the vexed issue of delivering customer service in the digital age: is the customer still always right if they are publicly haranguing you on social media?

I do NOT know of any instances of our train operators in this part of the UK blocking passengers on their social media passenger support pages - making it clear that the report is NOT about GWR, SWR, TfW, XC TfL or Chiltern.
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bignosemac
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« Reply #1 on: November 15, 2018, 09:00:35 am »

Just the most basic of research shows that the Greater Western franchisee, in its guise as First Great Western (@fgw) and Great Western Railway (@GWRHelp) has blocked people on Twitter.

http://www.gwrkickedmycat.com/great-western-media/social-media/

Some clearly stating they were never rude or aggressive. And GWR stating they will block people who tweet them too much.

Oh, and one of my earlier twitter handles was blocked by @fgw. My offence was (I can only assume as no reason was given ahead of blocking) to use the  forename of a Paddington gateline staffer in a complaint on twitter.
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grahame
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« Reply #2 on: November 15, 2018, 09:12:15 am »

Just the most basic of research shows that ...

Fair enough and thank you for filling in / continuing the story.   I have far more hitting my inbox than I'm able to research and get to my outbox today ... and I'm outa here in 30 minutes too!
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bignosemac
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« Reply #3 on: November 15, 2018, 09:17:09 am »

Just the most basic of research shows that ...

Fair enough and thank you for filling in / continuing the story.   I have far more hitting my inbox than I'm able to research and get to my outbox today ... and I'm outa here in 30 minutes too!

Sorry, my previous post looks abrupt. Not my intention, grahame. Posted hastily. Bit rushed here too - gotta get to Yeovil, but struggling to tear myself away from the TV news covering the political drama unfolding at Westminster.
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ChrisB
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« Reply #4 on: November 15, 2018, 09:39:24 am »

I'm sure that we're supportive should the tweeter become abusive in their tweets that the TOC is entitled to block?
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Phantom
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« Reply #5 on: November 15, 2018, 10:09:40 am »

Just the most basic of research shows that the Greater Western franchisee, in its guise as First Great Western (@fgw) and Great Western Railway (@GWRHelp) has blocked people on Twitter.

http://www.gwrkickedmycat.com/great-western-media/social-media/

Some clearly stating they were never rude or aggressive. And GWR stating they will block people who tweet them too much.

Oh, and one of my earlier twitter handles was blocked by @fgw. My offence was (I can only assume as no reason was given ahead of blocking) to use the  forename of a Paddington gateline staffer in a complaint on twitter.


Does that GWR Kicked my cat twitter account in any guise still?
Used to amusing reading on my daily GWR commute
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Charlie (in Gloucester)
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« Reply #6 on: November 15, 2018, 04:39:29 pm »

I use twitter to communicate with GWR, TfW and XC but never talk to them in an aggressive way. If an account is impersonating, harassing or causing inconvenience then sure.. block them.
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