Twitter goes off the rails

V/Line passengers vent

TRAIN travellers have accused V/Line of dropping the ball with its Twitter communications, despite the rail operator insisting its social media habits had not changed.

V/Line on Monday posted a tweet revealing plans to scale back its use of the popular networking site, used by many passengers to keep up-to-date with changes to scheduled services.

The post caused a flurry of criticism among frustrated passengers, who took to Twitter to complain before V/Line posted an update stating it no longer planned to change its Twitter activity.

Despite the apparent backflip, users have since complained about missing news on timetable and capacity changes they would usually learn about on Twitter.

Some reported problems with V/Line’s mobile app, including commuter Rob Jennings, who yesterday said the app indicated a cancelled train would be arriving in seven minutes.

It followed a bizarre Twitter exchange on Wednesday, when a V/Line Geelong representative told passenger Matt Ryan he had “one (sic) the bet” after his prediction that a late-running South Geelong-bound train would terminate early at Geelong was proved correct. This was despite V/Line posting comments suggesting it would run to its destination.

A V/Line spokesman yesterday said the operator’s communication strategy had not changed.

He attributed a fall in Twitter activity to better on-track service.

“We’ve been running 94 per cent of Geelong line trains on time this week, which exceeds our targets and is much closer to the level our passengers expect,” he said.

“Passengers are still being notified of service changes via the usual channels.”

V/Line has declared the app will be a point of focus for the future, as it has five times more users than its Twitter account.

But passenger Chris Gates said the app failed to provide timely information, describing it as “rubbish”.

A V/Line spokesman admitted the app was presently unable to provide commuters with up-to-the-minute information.

“For the most up to date information, passengers can also speak to one of our friendly conductors or station staff.”