Information about how your Twitter account staff pass things on when they say that they have.

The request was successful.

Dear London North Eastern Railway Limited,

Dear LNER FOI Department:

Under the Freedom Of Information Act i am requesting the following information:

When people report things to your Twitter account your Twitter account staff will normally tell them that they have passed it on.

This can be anything such as feedback or complaints or praise or faults. For example reporting broken toilets, reporting broken screens, reporting broken equipment, reporting rude staff, reporting incompetent staff, praising staff who have gone out of their way to help, saying about a problem with your website or app, giving a suggestion, etc etc etc. It can be many things.

What i would like to know is how exactly do your Twitter account staff pass these things on that passengers tell them? Can you please advise of the procedure that your Twitter staff follow to pass these things on?

Like for example is there a special software or program that is used? Or do they simply email or phone the relevant department to pass on what the passenger has said?

Can you also advise if your Twitter staff do indeed always pass everything on when they say they have? Or is sometimes just part of a script they use to keep the passenger happy but they don't actually pass it on or do anything about it?

Any information about this would be much appreciated.

Thank you for looking in to this.

Yours faithfully,

Lewis Westwood

FOI, London North Eastern Railway Limited

Dear Mr Westwood

I am writing to acknowledge your below request for information.

Yours sincerely

Samantha Holmes

FOI

e: [email address]

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FOI, London North Eastern Railway Limited

1 Attachment

Dear Mr Westwood

Please find our response to your request for information attached.

Yours sincerely

Samantha Holmes

FOI

e: [email address]

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