We understand that you can get frustrated when things go wrong. However, we are human beings behind our Social Media profiles, so we do ask that you don't write or post anything discriminatory, racist, offensive, abusive, obscene inflammatory or unlawful. We also ask that you don't spam ourselves or others - or deliberately disrupt a conversation. We won't tolerate this type of engagement, and the majority of our followers don't want to read inappropriate comments.
We will respond to:
· Clear questions about our current routes/timetables
· Clear questions regarding service alterations
· General enquiries
· Reports about our trains/stations (faults, cleanliness, heating etc.)
We will not respond to:
· Vague/general statements
· Insults
· Repetitive aggression
· Inappropriate comments
· Repetitive questioning by an individual once the original question has been replied to
· An account which is believed to belong to a person using multiple accounts to reiterate a message
· Hoax reports relating to your personal safety or the safety of others.
· Open advocacy of fare evasion. We take fare evasion seriously and will report any person who encourages it.
We won't respond to comments that break these rules or include swearing. Any users that are found to break these rules may be blocked from contacting us and reported to the relevant social media channel. The social media team is here because we want to help you, we just ask that our team is treated with respect.
Management of our follower base is entirely at the discretion of Northern. If an account is blocked or muted we cannot discuss the reasons for this over social media. The account holder will need to contact the Customer Experience Centre if they would like any further clarity in the decision.
While acted upon and responded to, complaints via social media are not officially logged. If you would like to make a formal complaint please contact our Customer Experience Centre on 0800 200 6060 or
[email protected]