Mary Johnson

Said the following about GWR Social Team:

“The GWR Customer Service Social Media Team, especially those who work on the Twitter page for the company, deserve recognition for their hard work, professionalism and helpfulness always including at times when they’re faced with rude, aggressive and nasty messages. Jordan, Lewis and Natalie stand out for me through the dealings I’ve had with them.

Jordan helped rescue a personal item I’d left on the train at Bristol. Before the train had reached Newport, the train manager had said item in their possession and to this day, my niece is none the wiser that I’d forgotten her gift!

A team member left his phone on the train at Paddington and contacted me in a panic. Within 25 mins of me being told it was assumed ‘lost’, Lewis had managed to contact Lost Property direct and confirm that they had it. He then arranged for it to be possible to be collected a couple of hours later – saving the person worried they’d lost pics etc on their phone and me from having to pick up additional tasks to replace the phone.

Natalie has been a star. Once, on leaving the train at Bristol Parkway I had to step in and help two elderly people to get onto the train, due to the large step up to the carriage. I messaged the GWR Twitter Team privately, and Natalie picked up my message within minutes. Before I’d left the station car park, she’d contacted the train manager to pass the information to them and asked the train manager to check on the couple and any requirements to get off the train. Within 15 mins, Natalie was able to confirm they’d all been in contact and help was being arranged for the couple.

On another occasion, I had a staff member who was stuck in another country and due to get a sleeper train from Paddington. As the delays were continuing, it was becoming less likely that they would make it to Paddington. The T&C of the ticket was that they were meant to catch the train from Paddington and not elsewhere. On explaining the situation to Natalie, she took control, she told Reading Station staff about the scenario and they agreed to watch out in case the ticket didn’t let him through the barrier, and she contacted the train manager who ensured his cabin was not taken when the train left Paddington. The Train Manager also greeted him at Reading personally and told him where his cabin was. This meant he was able to get home in time for a personal event the next day. Without Natalie it wouldn’t have worked.

The team often have to tweet ‘bad news’ to their customers including delays, cancellations and unfortunately other incidents on the line. This at times leaves them open to abuse from customers and at times this abusive is absolutely disgusting and vile. However, the team will always rise above it and carry on. They continue to stay cheerful and helpful and as demonstrated above will often go out of their way to help their customers.“