Here we outline our policies for TfW Social Media Channels.
| X: @tfwrail (Customer Service) | X: @transport_wales |
| WhatsApp: 07790 952 507 | |
| Instagram: @transport_wales | |
| YouTube |
Our social media accounts are monitored between the hours of 07:00 – 20:00 Monday to Friday 08:00 - 20:00 Saturday, and 11:00 – 20:00 on Sunday. Ask us a question, give us your feedback on our service, make a suggestion for improvements, get information about how our trains are running, and read information about what we’re up to.
We review these policies from time to time.
Please check this page periodically to make sure you are aware of any changes.
House rules
We want to encourage an honest but polite and respectful conversation on social media. To help make this happen, please bear in mind the following:
- Don’t write anything discriminatory, racist, abusive, obscene, inflammatory, or unlawful
- Don’t write anything defamatory about another person or organisation
- Avoid talking about 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
To maintain a safe and welcoming environment for others, we may ask users to stop sending messages and remove or report posts or comments that break these rules. We may report patterns of disruptive activity or block or ban users where we deem it necessary.
‘Reporting’ means that if we find a post (an individual message or a conversation), a direct message or an account to be abusive or harmful – to either our colleagues or others who may view the content or the account – we will block it and report it through the relevant social media channel’s reporting mechanism.
If we deem a post, direct message or account to be violent or threatening we may also escalate the report to the police.
Accounts which are blocked because they’ve breached our social media policy will not have the right to appeal the decision. Please be aware that this may impact your ability to access live information about our rail service or receive updates on the status of your journey directly from our social media team.
Make social a nice place to be:
Aim to be fair, truthful and accurate
- Be respectful of other people’s reputations and opinions
- Refrain from posting pictures of staff without consent
- Be gentle 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 staff, who are real people
Our House rules apply to all Transport for Wales social media channels.
X policy
These rules apply to the official Transport for Wales X accounts @tfwrail and @transport_wales
We actively monitor our X accounts during the hours of operation however we are unable to respond to all individual tweets. We try to answer all relevant and appropriate questions directed at our feed.
To report a crime on the railway, contact the British Transport Police on 0800 405 040 or text 61016
What to expect
If you follow us, you can expect content covering some or all of the following during our opening times:
- Live travel information, including updates on incidents which may affect your journey or the transport system more widely
- Public transport updates, travel or traffic information, news, safety messages, links to more information and links to transport-related online tool
- Invitations to provide feedback on specific issues
- Updates during a critical incident - our website should be your definitive source for information during a crisis.
- News and information related to transport and travel across our network and beyond
- Promotional materials regarding our fares and journeys
Our Comment Policy
We want to encourage an honest and forthright but polite and respectful conversation on X. You can help make that happen by following our house rules.
@Replies and direct messages
We welcome feedback and ideas from all our followers and will join the conversation where we can contribute something useful. However, we are not able to reply individually to every message we receive via X.
The team reads all @replies and Direct Messages and ensures that any emerging themes or helpful suggestions are passed to the relevant people.
We do not recognise X as a forum for making formal complaints, but we do monitor feedback received via this method to drive continuous improvement. If you do make a complaint via X, you will be directed to make a formal complaint by calling or writing to us. Full information on how to get in touch and make a complaint is available on our contact us page.
Our staff are important to us, and we do everything we can to respect their privacy. Therefore, we won’t discuss complaints about staff on social media. If you wish to give us feedback on any of our staff, please contact Customer Relations. All complaints will be properly investigated, and a response sent to you when concluded.
Availability
We will actively monitor our X accounts during hours of operation which we stated in the account profile.
X may occasionally be unavailable, and we accept no responsibility for lack of service due to X downtime.
This policy applies to the official Transport for Wale Facebook page at https://www.facebook.com/TfWTrafnidiaethCymru
We actively check and monitor our Facebook feed during operational hours, and try to answer all relevant and appropriate questions directed at our feed. However, we do not use this channel to provide live customer service, if you’re looking for help with your journey then please contact us on WhatsApp or X
Facebook is a great way for us to tell you about offers and updates, but we do not recognise the platform as a forum for making formal complaints, although we do monitor feedback received via this method as a way to drive improvement. If you do make a complaint via Facebook, you will be directed to make a formal complaint by calling or writing to us. Full information on how to get in touch and make a complaint is available at our contact us page.
Comments and posts
We welcome feedback and ideas from all of our followers and will join the conversation where we can contribute something useful. However, we are not able to reply individually to every message we receive via Facebook.
The team reads all messages and ensures that any emerging themes or helpful suggestions are passed to the relevant department.
We reserve the right to remove posts which are false, defamatory or insulting, to be determined at our discretion.
Instagram policy
This policy applies to the official Transport for Wales Instagram page @transport_wales
What to expect
- Photos
- Reels
- Videos
- Stories
- Influencer content
- User-generated content
We use this channel to engage with our followers and love to share your content too, if you’d like to be featured then tag us using #TransportForWales
We do not use this channel to provide live customer service, if you’re looking for help with your journey then please contact us on WhatsApp or X.
If you’re looking to make a complaint visit: https://tfw.wales/help-and-contact/rail/complaint
Linkedin Policy
This policy applies to the official Transport for Wales Linkedin page at https://linkedin.com/company/transport-for-wales
What to expect
- Job opportunities at TfW
- Transport for Wales news, including project milestones and updates on the positive impact TfW has on communities across Wales and Borders network
- A celebration of TfW’s culture and it’s partners’ achievements
We do not use this channel to provide live customer service and will join the conversation where we can contribute something useful. If you’re looking for help with your journey then please contact us on WhatsApp or X.
We do not recognise the platform as a forum for making formal complaints. Information on how to get in touch and make a complaint is available on our contact us page.
YouTube Policy
This policy applies to the official Transport for Wales YouTube channel at https://www.youtube.com/channel/UClz-0qCZXUzN40XUuw6545Q
What to expect
- A library of all TfW videos which are distributed across our social media channels
We do not use this channel to provide live customer service, if you’re looking for help with your journey then please contact us on WhatsApp or X.
