I was caught up in the disruption yesterday on GWR, and was impressed with the guard on the train I was on as we sat at Bristol Parkway for over an hour, waiting for things to start moving further down the line. He made frequent announcements, even when he didn't have anything new to say.
I imagine there are different opinions on this and I'm sure there's a strong temptation to keep quiet until there is more news, but I value knowing that the staff on the train are telling us all they know rather than just not bothering to say anything. And "Here's the latest update - there's no update" is mildly amusing.
I complain enough about bad customer service so ought to say something when I have a positive experience...
I imagine there are different opinions on this and I'm sure there's a strong temptation to keep quiet until there is more news, but I value knowing that the staff on the train are telling us all they know rather than just not bothering to say anything. And "Here's the latest update - there's no update" is mildly amusing.
I complain enough about bad customer service so ought to say something when I have a positive experience...