Arriva Trains Wales Response to query about use of twitter.

04 October 2011

Your Case Reference: ATW-110915-BCC

Dear Mr Whitehouse

Thank you for your e-mail with regards to Arriva Trains Wales not responding to customer comments and enquiries initiated via Twitter.

At present we use Twitter and other social media as a communication channel for providing our customers with real-time information relating to our services, products and promotions. Initially it was not intended that social media would be used as a tool for two-way communication with our customers relating to comments or complaints and currently we do not have a team of staff dedicated to communicating with our customers via Twitter.

Currently, we encourage customers to contact our Customer Relations team directly via e-mail or post if they have a comment or complaint about any aspect of our service as this enables us to investigate and respond to the points raised, where necessary referring matters on to other colleagues within the business for appropriate action. For issues that require immediate response relating to service disruption our Customer Relations team can also be contacted by telephone on 08456 061 660 between 0800 and 2000 hrs Monday to Saturday and 1100 and 2000 hrs Sundays. Information relating to train services and fares is also available 24 hrs a day via National Rail Enquiries by contact 08457 48 49 50.

However it is very important to us that our customers find it easy to communicate with us and I assure you that Arriva Trains Wales is committed and open to embracing new forms of technology. We are therefore currently reviewing our Social Marketing Strategy and looking at opportunities to integrate our Customer Services with Twitter and Facebook.

I therefore thank you for raising this issue with us and assure you that your comments have been taken on board.

Yours sincerely



Amber Sutton

Assistant Customer Relations Manager

Arriva Trains Wales

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