ScotRail launches WhatsApp service for customers

Last updated: Thursday, 12 September 2019

ScotRail will launch a new WhatsApp service for customers as part of a £4million investment plan to improve customer satisfaction.

ScotRail will become one of the first train operating companies in the UK to introduce WhatsApp as a customer contact channel. This will provide customers with the opportunity to communicate directly with ScotRail through the most used, multi-platform messaging service in the world.

The WhatsApp service will be launched on Monday, 2 September 2019. Customers can connect to ScotRail’s WhatsApp channel by visiting the website or messaging direct on 07555 012345.

In February this year, Transport Scotland issued ScotRail with a customer satisfaction remedial notice. The launch of the new WhatsApp service for customers is part of the £4million remedial agreement between ScotRail and Transport Scotland.

Other commitments in the plan include:

  • Two regional customer advisory groups will be established to hear first-hand from customers to improve their experience;
  • More frequent ‘deep cleans’ to provide the high level of cleanliness our customers expect;
  • Delay Repay and refund information cards will be distributed to customers during disruption to allow for faster processing of claims and enquiries;
  • Investment in new and improved devices for frontline staff to improve access to live disruption information.

By delivering the actions set out in this plan, in conjunction with the Train Service performance Remedial Plan, ScotRail will continue to improve reliability, punctuality, and customer satisfaction with investment worth £22million.

ScotRail Head of Customer Operations, Phil Campbell, said:

“We are always looking for new and innovative ways to speak with customers, which is why we are so excited to launch WhatsApp.

“Our £4million remedial plan investment will help to deliver the service our customers expect and deserve.

“We know we still have much to do to regain the trust of our customers, but the unprecedented investment we are making is already paying off, delivering more seats, more services and faster journeys across the country.”