Northern Rail was criticised for blocking a passenger who had complained on Twitter. But customer service in the digital age is hard to manage
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...
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