Eurostar and Lack of Communication

What seems like mayhem at the St Pancras Eurostar terminal boils down to passengers not being given the information that they crave. We all know that decision making is based on the quality of the information that we received. So why are the people that know what is happening not communicating this down to the people that count - the customers?

Judging by news reports, the number of people that can be seen with mobile phones either in their hands or at their ears suggests that there is a simple way to get the message out. The use of established social networking such as Twitter would be a great way to update the waiting customer by the minute as to what is going on.

I am sure that appreciation of the efforts that the engineers are putting in to solve the root cause of the problem is deserved, but how do we know they’re working hard? Have we been told? Looking at the angry faces in line at St Pancras it doesn’t look like the customers have been.