Social media policy

Our social media accounts are monitored from 07:00 - 20:00 Monday to Friday and 08:00 - 20:00 Saturday and Sunday.

Please ask questions, give feedback on our services, make suggestions and find out what we’re doing to make transport work better in Wales and the borders.

We’ll review this policy from time to time. Please keep an eye on this page to make sure you’re aware of any changes.

We’re proud to champion the Welsh language and celebrate Welsh culture on social media.

You’ll see our posts shared bilingually, with Welsh first, or as separate posts where the Welsh version is shared before the English. Please keep in mind that automatic translation tools used by some platforms may not reflect our original posts accurately.

Want to make a complaint?

While we welcome feedback, our social media channels are not places for making formal complaints. Information on how to make a complaint is available here.

We respect our colleagues’ privacy, so we won’t discuss complaints about them on social media. If you want to give feedback on any of our colleagues, please contact Customer Relations. All complaints will be properly investigated and a response will be sent to you.

House rules

To encourage a safe, welcoming and respectful online environment, these rules apply on all our social media channels.

• Don’t write anything discriminatory, racist, sexist, abusive, obscene, inflammatory or unlawful. This includes comments directed at our colleagues or anyone else.
• Don’t write anything defamatory about another person or organisation.
• Avoid discussing open court cases or police investigations.
• Don’t use copyrighted material without the owner’s permission.
• Don’t use this forum for self-promotion or commercial gain.

Users who break our rules may be given a warning. In some cases, we’ll immediately remove posts, block users and report the post to the social media channel. If we think a post, direct message or account is violent or threatening, we may report it to the police.

Please let us know if you see comments which break our house rules.

Accounts blocked because they’ve breached our social media policy will not have the right to appeal the decision. Please be aware this may stop you accessing live information about our services or getting journey updates on social media.

Help us make social media a kinder place

• Aim to be fair, truthful and accurate.
• Be respectful of other people’s reputations and opinions.
• Don’t post pictures of our colleagues without consent.
• Be kind and constructive when pointing out someone else’s error or misinterpretation.
• Don’t spam others. It makes it hard to have a real conversation.
• Remember that our posts are written by our colleagues, who are real people.

Follow us on X

This policy applies to our official X page: @tfwrail

We use X as a broadcast-only channel for sharing customer information. If you’re looking for help with your journey, please contact us on WhatsApp (07790 952 507) or Messenger.

What to expect:

• Live travel information, including updates on incidents which may affect your journey.  
• Information about planned engineering works and service changes.
• Details of events (like rugby matches) including queues and car park closures.

Follow us on Facebook

This policy applies to our official Facebook page: https://www.facebook.com/TfWTrafnidiaethCymru

Our Facebook page is not used for live customer service. If you’re looking for help with your journey, please contact us on Messenger.

What to expect:

We welcome comments and posts from our followers. We’ll join the conversation when we can contribute something. We cannot reply to every comment we receive on Facebook. Our team read all messages and pass on any emerging themes or helpful suggestions.

We reserve the right to remove posts which are false, defamatory or insulting at our discretion.

Follow us on Instagram

This policy applies to our official Instagram page: @transport_wales

We don’t use Instagram for live customer service. If you’re looking for help with your journey, please contact us on WhatsApp (07790 952 507) or Messenger.

What to expect:

• Photos
• Reels
• Videos
• Stories
• Influencer content
• User-generated content

We use Instagram to engage with our followers and love to share your content too. If you’d like to be featured, tag us using #TransportForWales

Follow us on LinkedIn

This policy applies to our official LinkedIn page: https://linkedin.com/company/transport-for-wales

We don’t use LinkedIn for live customer service. If you’re looking for help with your journey, please contact us on WhatsApp (07790 952 507) or Messenger.

What to expect:

• Job opportunities at TfW.
• Our news, including key projects we’re working to improve transport across Wales and the borders.
• A celebration of our culture, our achievements and our partners’ achievements.

Follow us on YouTube

This policy applies to our official YouTube channel: at https://www.youtube.com/channel/UClz-0qCZXUzN40XUuw6545Q

We don’t use YouTube for customer service. If you’re looking for help with your journey, please contact us on WhatsApp (07790 952 507) or Messenger.

Our YouTube channel includes long-form video content, podcasts and videos shared in our press releases.