It might be a useful strategy for your company to analyse all the poor reviews you get & to look at the reasons for the high percentage of poor reviews for your inadequate service. After the analysis a manager should develop a policy to both reduce the high percentage of dissatisfied customers & to liaise with other Department Mangers to set about improving the TransPennine experience. Currently your customer service is as poor as your train service. Your responses to reviews puts the onus back on the customer to go through your aggravating processes again.
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