What is a good time for a bus operator to change its main methods of online communication? Most would not choose just before wholesale timetable changes as the schools go back for the first time in nearly six months, and with some relevant staff still on furlough. Nevertheless, Arriva's new app and website were launched into the public domain in late August, promising to make it 'easier than ever to connect with the people and places that matter to you'. It all looked slick and neat on the accompanying video, but within a week, Arriva's social media channels were stating: 'We are currently experiencing issues with our app and are investigating this urgently. We apologise for any inconvenience caused.' It rapidly promised 'an app update over the weekend to resolve this'.
展开▼
