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:

X (Twitter)   We have two X (Twitter) accounts:

X (@TPEAssist)

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

X (@TPExpresstrains)

Our TPExpresstrains X 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 and Boxing 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 X 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 flexible, convenient and fast way to get in touch with us:

• WhatsApp is monitored 24 hours a day, 7 days a week* (except Christmas Day and Boxing Day)
• You can message us on WhatsApp with any query you may have about travelling with us, but in times of service disruption it may take longer to receive a response

Facebook https://www.facebook.com/TPExpressTrains

Our Facebook page is monitored by our Customer Experience team 24 hours a day, 7 days a week* (except Christmas Day and Boxing Day). The team will reply to any train service related questions and where possible assist you with the progression of a Customer Relations case.

Instagram  https://www.instagram.com/tpexpresstrains/

Our Instagram page is monitored by our Customer Experience team 24 hours a day, 7 days a week* (except Christmas Day and Boxing Day). The team will reply to any train service related questions and where possible assist you with the progression of a customer relations case.

*Please note: It may take longer to respond to queries between 23:00 - 06:00 on all of our social media channels.