Social media policy

Getting in touch on social media

At TransPennine Express we run a number of social media channels to help us communicate with customers and we'd encourage you to follow us and get involved.

What you can expect from us on social media

Twitter (@TPEAssist)


  • This is a services update account that is monitored 24 hours a day, 7 days a week (except Christmas day, Boxing day, New Years Eve and New Years day) 
  • We'll respond to train service queries and provide details on planned engineering works that might affect your journey with us
  • Due to the number of services we operate, we are unable to broadcast information on individual train delays. We aim to provide information on significant service disruption and line blockages that require alternative transport
  • We may also broadcast information about events across our network
  • We won't respond to comments using offensive or abusive language, including swearing
  • We're unable to provide updates on cases being handled by our Customer Relations team, register formal complaints or discuss private matters over social media
  • If we are unable to assist you on Twitter, we'll direct you to the right place to get more information and support

Twitter (@TPExpressTrains)


  • This is our official account that is managed by our Marketing team during office hours (9:00 to 17:00 Monday to Friday)
  • We'll provide information on offers, competitions, destination guides, company updates and news on what's going on in the North and Scotland

Facebook (TPExpressTrains)

  • Our Facebook page is monitored during office hours (9:00 to 17:00 Monday to Friday)
  • We'll provide information on offers, competitions, destination guides, company updates and news on what's going on in the North and Scotland
  • The team will reply to train service queries and where possible, help to progress a customer service case

What we expect from you on Twitter

  • Please do not use offensive or abusive language, including swearing. We are here to try and help you, so ask that our team are treated with respect