As reported last week, Eurotunnel experienced major delays due to the hot weather conditions, which resulted in an increase for live port and sailing information from our guests.
Steve Garner, Customer Experience Manager for BU Channel, says: “Our guests were contacting us via our travel update channels as they were concerned if the delays and weather conditions were impacting the port of Dover and our services, but our talented team worked extremely hard to reply to all the posts on social media.
Due to the growing demand for travel updates, we needed to find a solution that could be implemented quickly were our customers could receive the latest information around the clock, so our SMS provider, Textlocal, created an auto-response SMS service where customers can text DFDS directly to receive the latest travel information, this was live, and our team were trained within hours, so we could meet this growing demand.
We already have an existing SMS service, but during high volumes of traffic this method can be a very time-consuming process, because we have to pull every mobile number booked on the sailing departure and transfer them to the Textlocal system.”
Steve concludes: “The feedback has been extremely positive with our guests informing us at check-in what an accessible and informative service this is.”
To use this new service text: 60777 DFDSDOVER when travelling from Dover, DFDSCALAIS when travelling from Calais, and DFDSDUNKIRK when travelling from Dunkerque.
August 8, 2018