ISSUE:
Prepare Greater Manchester rail customers for changes to their services during the May 2018 timetable change. Some customers were being affected by reductions in capacity, other by destination changes, other by different timings and others by change of operator.
SOLUTION:
Focus communications on supporting and following rail industry customer communications but filling the void to help customers complete their end to end journey.
Promoted different travel options and alternative modes and encouraged all customers to plan ahead and allow extra time to complete their normal journey.
Managed reputation by clearly referring any queries about why services were changing back to the operators and focused purely on providing factual information.
IMPACT:
TfGM's travel advice messaging was seen 1.5 million times on social networks and no complaints were received from customers not knowing change was coming.