No more queuing for assistance

09 Jan 2012

A local train company is launching a brand new form of customer assistance and removing the need to sit in a call centre queue.

First TransPennine Express (FTPE) is today announcing its brand new twitter account @tpeassist, a revolutionary twitter feed that will provide customers with help, advice and support.

Unlike the usual call centre based customer services, @tpeassist will be manned by a team of FTPE's front line staff.

FTPE are the first train company in the country to adopt this approach of providing customer assistance from experts who work outside of the corporate call centre.

Colleagues from FTPE's Stations, Revenue Protection and Control teams will respond to customer queries in a quick, friendly and informative manner.

FTPE have been tweeting via @tpexpresstrains for nearly two years and have close to 5,000 followers. This account will continue to provide promotional and travel information.

@tpeassist will provide a dedicated service where customers can ask questions about FTPE's train service, get ticket enquiries answered and find a response to anything else that might spring to mind.

Nick Donovan, FTPE's Managing Director commented;
"FTPE is a customer service business that just happens to run trains and I am delighted that we are the first to launch this type of expert assistance.

"I'm sure that customers who follow us on @tpeassist will really benefit from getting answers to their questions in a quick, friendly and informative manner.

"The team responding are real employees with a massive amount of experience and customer service know-how and they will provide real time help and support."

Customers using @tpeassist will be able to get answers to their questions in real time and on the move. The first of its kind service will be manned seven days a week between 0700-1900hrs.

Josh Taylor, who works at Manchester Airport station is one of the team that will be manning @tpeassist and he said;

"This is a really exciting opportunity. It makes sense for us to be responding and helping customers, it's what we do.

"I am proud to work for a company that is so focused on helping customers and @tpeassist will provide another opportunity for us to support our passengers.

"Working at Manchester Airport I meet customers every day and answer their questions and it is going to be great to be able to share my knowledge with even more people. I am delighted to be able to help."



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