Passenger Trains > Does Amtrak manage its social media?

The NY Times has an article about how American Airlines manages its customers' social media feeds. Does Amtrak have anything like this? They can send rebooking links, track lost bags via links, etc

The six year old operation monitors chatter, tries to defuse hostility, and is empowered to authorize changes.

The job has so much clout the airline resolved a TSA mess by sending an airplane to St Thomas for stranded passengers.

The objective is to head off viral complaints...

https://www.nytimes.com/2018/11/20/travel/airline-customer-service-twitter.html

Posted from Android

They do
Their group uses an aggregator that looks across all-social sites for mentions of Amtrak to determine if a response is necessary

Posted from iPhone

Thanks.

Last week my wife and I were on a western LD train overnight in a sleeper. The car we were in was having problems leading to a very unpleasant experience. There was no visible response, or even acknowledgement of the issues, from the crew. Four hours into the trip my wife posted negative comments and photos on a non Amtrak-affiliated social media site that is for fans of the particular train. In less than an hour our SCA was at the door offering to move us to another car. This was followed by the Conductor, who assisted with our move, even carrying our bags. It was very clear that someone at Amtrak was monitoring social media, including independent sites, and had contacted the crew of our train as we were on the move.



Edited 1 time(s). Last edit at 11/24/18 12:55 by carsoncity.

carsoncity Wrote:
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> Last week my wife and I were on a western LD train
> overnight in a sleeper. The car we were in was
> having problems leading to a very unpleasant
> experience. There was no visible response, or even
> acknowledgement of the issues, from the crew. Four
> hours into the trip my wife posted negative
> comments and photos on a non Amtrak-affiliated
> social media site that is for fans of the
> particular train. In less than an hour our SCA was
> at the door offering to move us to another car.
> This was followed by the Conductor, who assisted
> with our move, even carrying our bags. It was very
> clear that someone at Amtrak was monitoring social
> media and had contacted the crew of our train as
> we were on the move.

Thanks, that seems to be the response more companies are adopting.

Posted from Android

Lackawanna484 Wrote:
-------------------------------------------------------
> The NY Times has an article about how American
> Airlines manages its customers' social media
> feeds. Does Amtrak have anything like this? They
> can send rebooking links, track lost bags via
> links, etc

I think the lawyers are the NY Times would take an exception to your post. I highly doubt that they are MANAGING any customer's social media accounts.

jst3751 Wrote:
-------------------------------------------------------
> Lackawanna484 Wrote:
> --------------------------------------------------
> -----
> > The NY Times has an article about how American
> > Airlines manages its customers' social media
> > feeds. Does Amtrak have anything like this?
> They
> > can send rebooking links, track lost bags via
> > links, etc
>
> I think the lawyers are the NY Times would take an
> exception to your post. I highly doubt that they
> are MANAGING any customer's social media accounts.

Being able to send links to rebook a flight, or track bags is a big plus for an organization which cares about service.

Posted from Android

Lackawanna484 Wrote:
-------------------------------------------------------
> jst3751 Wrote:
> --------------------------------------------------
> -----
> > Lackawanna484 Wrote:
> >
> --------------------------------------------------
>
> > -----
> > > The NY Times has an article about how
> American
> > > Airlines manages its customers' social media
> > > feeds. Does Amtrak have anything like this?
> > They
> > > can send rebooking links, track lost bags via
> > > links, etc
> >
> > I think the lawyers are the NY Times would take
> an
> > exception to your post. I highly doubt that
> they
> > are MANAGING any customer's social media
> accounts.
>
> Being able to send links to rebook a flight, or
> track bags is a big plus for an organization which
> cares about service.
>
> Posted from Android

Yet that does nothing to respond to my pointing out your statement that the NY Post said American Airlines is MANAGING their customers social media accounts.

Reading glasses anyone?

jst3751 Wrote:
-------------------------------------------------------
> Lackawanna484 Wrote:
> --------------------------------------------------
> -----
> > jst3751 Wrote:
> >
> --------------------------------------------------
>
> > -----
> > > Lackawanna484 Wrote:
> > >
> >
> --------------------------------------------------
>
> >
> > > -----
> > > > The NY Times has an article about how
> > American
> > > > Airlines manages its customers' social
> media
> > > > feeds. Does Amtrak have anything like this?
> > > They
> > > > can send rebooking links, track lost bags
> via
> > > > links, etc
> > >
> > > I think the lawyers are the NY Times would
> take
> > an
> > > exception to your post. I highly doubt that
> > they
> > > are MANAGING any customer's social media
> > accounts.
> >
> > Being able to send links to rebook a flight, or
> > track bags is a big plus for an organization
> which
> > cares about service.
> >
> > Posted from Android
>
> Yet that does nothing to respond to my pointing
> out your statement that the NY Post said American
> Airlines is MANAGING their customers social media
> accounts.
>
> Reading glasses anyone?


Slow day?

"Monitoring" is probably a better word in the context of the original question. All that needs to be said.

Lackawanna484 Wrote:
-------------------------------------------------------
> jst3751 Wrote:
> --------------------------------------------------
> -----
> > Lackawanna484 Wrote:
> >
> --------------------------------------------------
>
> > -----
> > > jst3751 Wrote:
> > >
> >
> --------------------------------------------------
>
> >
> > > -----
> > > > Lackawanna484 Wrote:
> > > >
> > >
> >
> --------------------------------------------------
>
> >
> > >
> > > > -----
> > > > > The NY Times has an article about how
> > > American
> > > > > Airlines manages its customers' social
> > media
> > > > > feeds. Does Amtrak have anything like
> this?
> > > > They
> > > > > can send rebooking links, track lost bags
> > via
> > > > > links, etc
> > > >
> > > > I think the lawyers are the NY Times would
> > take
> > > an
> > > > exception to your post. I highly doubt that
> > > they
> > > > are MANAGING any customer's social media
> > > accounts.
> > >
> > > Being able to send links to rebook a flight,
> or
> > > track bags is a big plus for an organization
> > which
> > > cares about service.
> > >
> > > Posted from Android
> >
> > Yet that does nothing to respond to my pointing
> > out your statement that the NY Post said
> American
> > Airlines is MANAGING their customers social
> media
> > accounts.
> >
> > Reading glasses anyone?
>
>
> Slow day?

Are you really trying to avoid admitting and correcting a mistake, or are you are actually claiming that the NY Times said "American Airlines is MANAGING it's customers social media accounts"?