Thank you for recognising that our social media team make every effort to provide information. It is certainly an important part of both our customer information and engagement strategy. In little over two years, our number of followers has grown to over 113,000, which suggests that we are providing a service that our customers find very useful.
I can assure you that our Twitter team are solely based within our Control office, although we have recently trained and given access to a number of our front-line Managers from across our business to help provide responses, where an input from a business expert would provide a more timely response to a customer question.
Obviously, at times of very high demand, there may be a need to also share the workload with our colleagues at National Rail Enquiries, who have access to all the same information systems available to our team and therefore should be providing the same level of consistent answer and I am sorry if you do not think this is the case.
Finally, I believe our twitter team do try to provide a balanced style of response using both humour and empathy in equal measure when they believe it is appropriate.