SWINDON, England — Andrew Couch spends much of his work day apologizing, usually on Twitter, and this turns out to be more complicated than it sounds. Simply typing “I’m sorry” over and over again won’t do.
"British Rail Companies Have a Message: We’re Sorry. Very Sorry. Apologies." is from the October 01, 2018 World section of The New York Times. It was written by David Segal and narrated by Kristi Burns.