Social Media Policy

Here at TransPennine Express, we want to offer you as many ways as possible to get in touch with us directly if you have a question or feedback about our services.

What we expect from you on Social Media:

Please don’t get personal with members of the team – we are all here to try and help you. We will always be courteous and respectful and all we ask is to be treated in the same way.

We understand that you can get frustrated when things do go a little wrong but please do not use foul or aggressive language, or repeatedly spam ourselves or others. Whilst we don’t want to block customers, we will be forced to if you break these guidelines or we feel it is necessary.

What you can expect from us on Social Media:

Twitter   We have two Twitter accounts:

Twitter (@TPEAssist)

This account is for all things customer services. Our @TPEAssist Twitter team monitor our account 24 hours a day.

Twitter (@TPExpresstrains)

Our TPExpresstrains Twitter account is managed by our Marketing team and here you can find information about things to do in the destinations on our network, services we offer onboard, giveaways and more.

• We are available 7 days a week, 24 hours per day. The only exceptions to this are Christmas Day, Boxing Day, New Year’s Eve and New Year’s Day
• If you require a detailed explanation of something, information on the progression of a case that is being handled by our Customer Relations team, discuss something in a private environment or wish to make a formal complaint then you will be re-directed to our Customer Relations team who will be able to assist you further
• We aim to run a reliable train service. However, due to the number of services we operate, we are unable to broadcast information on individual train delays. We therefore aim to provide information when there is significant service disruption and there is a blockage of the line requiring alternative transport to be provided
• We will also keep you updated on planned engineering works that might affect your journey with us
• We may also broadcast information about events across our network
• If we are unable to assist you on Twitter then we will direct you to where you can find more information with regards to your query

WhatsApp

You can contact us through WhatsApp on 07812 223 336. WhatsApp is a brand-new feature and we want to offer you a flexible, convenient and fast way to get in touch with us. As this is a new service, here are some handy tips to get started:

• WhatsApp is monitored between 0800-2100 (20:00 at weekends), 7 days a week (except Bank Holidays and New Year’s Eve). Outside of these hours, we will still respond to messages but it may take a bit longer to get back to you
• You can message us on WhatsApp with any query you may have about travelling with us, but please note that in times of service disruption it may take longer to receive a response

Facebook

Our Facebook page is monitored during office hours (9am – 5pm Monday to Friday) by our Customer Experience team and the team will reply to any train service related questions and where possible assist you with the progression of a customer relations case.

Instagram 

Our Instagram page is monitored during office hours (9am – 5pm Monday to Friday) by our Customer Experience team and the team will reply to any train service related questions and where possible assist you with the progression of a customer relations case.