LNER WhatsApp: Real-Time Rail Updates for UK Passengers

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Introduction

London North Eastern Railway (LNER) has launched a WhatsApp Channel to provide passengers with live service updates, travel information, and disruption alerts.

Service Updates

LNER’s Service Delivery Team directly updates the channel, allowing customers to check for issues before traveling and receive real-time information during disruptions. The channel functions as a one-way feed: customers cannot message LNER but will receive notifications designed to support their journeys.

Notification Settings

WhatsApp Channel notifications are off by default. LNER encourages passengers to subscribe and activate notifications before travel. Passengers can enable alerts by clicking the bell icon in the app and switch them off after their trip to avoid unnecessary communications.

Customer Benefits

Zoe Belhomme, Communications Transformation Manager at LNER, stated, “We know our customers book their tickets from a range of different platforms, and that can make getting the right service information to them tricky. One benefit of a WhatsApp Channel is that anyone with the link, regardless of where they booked their ticket, can subscribe and use the feed when they need it.”

Increased Satisfaction

Belhomme added, “Our research shows that customer confidence and satisfaction in rail increases significantly if they are more informed during their journey, even when they are disrupted. This channel is just one of the ways LNER is making sure customers have access to the right information so they can confidently make the right decisions for them ahead of travelling or if things don’t go to plan.”

Conclusion

LNER has introduced a WhatsApp Channel to provide passengers with service updates, travel advice, and disruption alerts. Customers can subscribe to the channel for real-time information.

Company Summary

London North Eastern Railway (LNER): Provides passenger rail services.

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