Thameslink Line: WhatsApp
The question
To ask the Secretary of State for Transport, what she plans to implement the timeline is for launching the WhatsApp passenger support service during disruptions to Thameslink services; and what assessment she has made of the staffing levels required to ensure timely responses to passengers using it.
Answered by Keir Mather
GTR will introduce WhatsApp as a customer support channel, in phases over summer and autumn 2026.
This will happen via a 1 to 1 chat function, providing customer relations support and broadcast messaging to improve real time information delivery.
The improvements that GTR are making to the support they provide to customers will be delivered by the existing teams within GTR.
Verbatim has judged this answer against the question that was actually asked — answered, partly answered, or evaded. Sign in to see the verdict →