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Merseyrail launches brand new WhatsApp customer service channel

Published: 26 Sep 2019

Merseyrail, a 50/50 Joint Venture between Serco and Abellio, has launched a new WhatsApp service for passengers as part of its commitment to real-time customer service.

This additional channel is part of a growing number of ways for passengers to get in touch, utilising the channel that is easiest for them, and WhatsApp will provide more immediate one-to-one solutions on the most popular messaging service in the world.

Whether it is a question or comment about the current regular train service, ticket enquiries, accessibility or any feedback about your journey with us, messaging the company on WhatsApp will be the quickest way of getting the information you need.

Passengers wanting to use the WhatsApp feature can send a message to 0151 555 1111 between 06:00 and 23:00 Monday to Saturday and 10:00 to 18:00 on Sundays.

Queries can also be sent via Twitter (www.twitter.com/merseyrail).

Suzanne Grant, Commercial Director at Merseyrail, said: “We are going through a period of modernisation and transformation with the introduction of new state-of-the-art trains and smart ticketing initiatives, so it makes sense to offer a more instant customer service tool to our passengers.

“WhatsApp is an incredibly popular service and we are thrilled to be able to offer this as a support channel to anyone using or wishing to use the Merseyrail network as part of our commitment to customer experience.”

There are 1.5 billion WhatsApp users in 180 countries across the world, with 65 billion messages sent every day.