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. 

The Social Media Team are here to try our best to help you. We understand that you can get frustrated when things do go wrong but we will not tolerate any foul, aggressive or hateful language. Please do not spam ourselves or others. Whilst we don't want to block you, 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:

• Our Social Media channels are monitored 24 hours a day, 7 days a week* (except for Christmas Day and Boxing Day). 
  *Please note: It may take longer to respond to queries between 23:00 - 06:00 on all of our social media channels. 

• If you require a detailed explanation of something, information on the progression of a case that is being handled by our Customer Relations team, would like to 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. You can also contact them here. 

X  

We have two X accounts:

X (@TPExpressTrains)

Our TPExpresstrains account is where you can find information about things to do at the destinations on our network, services we offer onboard, giveaways and more. 

X (@TPEAssist)

This account is for all things customer services, travel updates and upcoming engineering works. 

• 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 on our network. Live updates can be found here. 
• 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. 
• In times of disruption, it may take longer to receive a response. We appreciate your patience, please do not repeatedly message us if you do not receive a response, we will get back to you as soon as we can. 

Both of our X accounts are verified (both have a blue badge on X). Please be aware of fake spam accounts on social media claiming to be associated with TransPennine Express and asking customers for personal information. Please do not share any details with unverified accounts. If any fake accounts contact you, please block and report them immediately. 

WhatsApp

You can contact us through WhatsApp on 07812 223 336.

• Our WhatsApp service is text message only, we cannot send voice notes or answer calls. 
• You can message us on WhatsApp with any query you may have about travelling with us including booking cycle reservations. 
• To book Passenger Assistance, message 'Assisted Travel' and our Social Media team can help. We can book Passenger Assistance up to 2 hours before you travel. 

Facebook (TransPennine Express Trains) 

This account is for sharing destinations across our network, TransPennine Express news and events, engineering work updates and more. 

• The team will reply to any train service related questions and where possible assist you with updates on the status of a Customer Relations case. 

Instagram  (tpexpresstrains)

This account is for sharing fun things to do on the network, services we offer on board, colleague stories, train photography, upcoming engineering works and more. 

• The team will reply to any train service related questions and where possible assist you with updates on the status of a Customer Relations case. 

TikTok  (@tpexpresstrains) 

This account is for sharing travel inspiration videos, colleague stories, travel tips and more. 

• Comments are monitored but direct messages are not monitored on this account.