London Overground running out of steam responding to passengers via Twitter

PUBLISHED: 10:00 03 October 2019 | UPDATED: 15:16 03 October 2019

Overground... slowest response at all stops on Twitter. Picture: TFL

Overground... slowest response at all stops on Twitter. Picture: TFL


Passengers on the London Overground are getting a slow service when it comes to complaints or making travel inquiries.

How Overground compares to other train operators for Twitter response times. Picture: CallcareHow Overground compares to other train operators for Twitter response times. Picture: Callcare

Responses on Twitter from the train company run by TfL can take around an-hour-and-40-minutes, by far the worst of any operator in the country according to a passengers' survey.

The Overground was way off track responding 40 minutes behind than the next worst which was Caledonian Sleeper services taking a sleepy one hour to respond.

The poll carried out by Callcare, a call centre and contact specialists, shunted 45 rail companies to the test and recorded their different twitter responses.

Overground network in east London. Picture: TFLOverground network in east London. Picture: TFL

Some of the best operators, however, include c2c which runs the Fenchurch Street network through east London and south Essex, which has steamed into second best place taking just two and a half minutes to respond to inquiries, according to the survey.

But way out in front is Grand Central in the Midlands with an average response of just two minutes, out of the 48 Twitter feeds analysed.

Now the survey organisers suggest it might be quicker for London Overground commuters to make phonecalls instead!

Overground... slow response calling at all stops on TwitterOverground... slow response calling at all stops on Twitter

Callcare's Gemma Harding said: "We'd suggest better practice (for rail operators) is to direct people to customer services telephone number to make sure issues are resolved. People have higher expectations for quick response times with Internet usage growing immensely over the last decade."

But some commuters wanting a speedy reply to inquiries about delays, refunds or available services just aren't getting it, including those on the Overground's East London line through Whitechapel or the Barking to Gospel Oak service.

A TFL spokesman, however, assured: "We aim to respond in a timely way including Twitter, which is just one of the ways people can get in touch with us."

{ It took TFL 23 hours to answer our inquiry about long delays responding!

Best and worst rail operators for their Twitter response.

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