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  • Social Media

    Here we outline our policies for Twitter and Facebook. We review these policies from time to time. Please check this page periodically to make sure you are aware of any changes.
    Our social media accounts are managed by our Marketing and Customer Relations teams

    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
    • 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.

    Make social a nice place to be:

    • Aim to be fair, truthful and accurate
    • Be respective of other people's reputations
    • Refrain from posting pictures of staff without consent
    • Be gentle when pointing out someone else's error or misinterpretation
    • Don't spam others - it makes it hard to have a real conversation
    • Remember that posts from ATW are written by ATW staff, who are people too

    Twitter Policy

    We try to answer all relevant and appropriate questions directed at our feed during our staffed hours which are as follows: Mon to Fri 7am-8pm, Sat 8am-8pm & Sun 11am-8pm.

    To report a crime on the railway, contact the British Transport Police on 0800 40 50 40

    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 widel
    • Alerts about public transport updates, travel or traffic information, news, safety messages, videos on YouTube, 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 the wider national network

    Our Twitter accounts

    @ArrivaTW                Our primary account
    @Come_Aboard          for recruitment opportunities
    @NRE_ArrivaWales     is our account managed by National Rail Enquiries. It provides rail travel news and advice about our services 24/7.

    Our Comment Policy

    We want to encourage an honest and forthright but polite and respectful conversation on Twitter. 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 Twitter.

    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 Twitter as a forum for making formal complaints, but we do monitor feedback received via this method as a way to drive continuous improvement. If you do make a complaint via Twitter, 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 


    If you follow us on Twitter we will not automatically follow you back. We have chosen to do this so that you can easily identify other key Twitter users that we think are relevant and useful in our Follow list, and not because we are being impolite or disrespectful.

    However, being followed by Arriva Trains Wales does not imply endorsement of any kind.


    All content produced by Arriva Trains Wales on Twitter, is protected by copyright. However, you are encouraged to retweet our updates provided that you acknowledge us as the source (by including RT @ArrivaTW in your tweet) and do not change the sense or misrepresent us.

    We will retweet content from our partners and subsidiary organisations, and consider any requests to retweet content from others based on relevance and propriety. We reserve the right not to satisfy such requests at our discretion. Being retweeted by us does not imply endorsement of any kind.


    Twitter users often distinguish content using key words preceded by a # sign. This enables other users to connect content and conversations around a particular topic. In some circumstances, a common hashtag will already have been established and we would follow suit.

    We may use hashtags when providing live travel alerts, during coverage of disruption and in crisis communications.

    We only use existing hashtags that are directly relevant to the subject of our tweets.


    We will actively monitor our Twitter accounts during hours of operation which are stated in the account profile. 
    Twitter may occasionally be unavailable and we accept no responsibility for lack of service due to Twitter downtime.

    Facebook Policy

    These house rules and policy apply to the official Arriva Trains Wales Facebook page at

    We want to encourage an honest and forthright but polite and respectful conversation on Facebook. You can help make that happen by following our house rules.

    We make an effort to monitor our Facebook pages during normal business hours, and may respond to discussion themes, though we are unable to reply to people individually due to limited resources.

    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 nor is it used for live customer service interaction, although we do monitor feedback received via this method as a way to drive improvement. If you have a comment or suggestion and would like a response, we ask that you call or write to us. You can also tweet us @ArrivaTW