Social media policy
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Our Facebook and Twitter Policy:
Our Social Media profiles are managed by our Customer Communications Specialists on behalf of CrossCountry. During busy times, members of our Customer Relations team may also assist with responses. We are available to help with any comments, queries and suggestions you may have on both Facebook and Twitter.
What to expect:
- Live travel information including updates on incidents which will affect your journey on our network.
- Live updates of any additional services we may operate due to large events happening on our network.
- Promotional tweets for any offers, giveaways and competitions that CrossCountry are currently running. Updates advising of latest advance fare availability may also be made available.
Our comment policy:
We do encourage an honest, polite and respectful conversation on Social Media.
We are even happy to chat and help with non CrossCountry related subjects within reason! However please be mindful that during times of disruption, the provision of customer information to those affected takes priority.
We aim to respond to all Tweets and Facebook messages within 30 minutes of receipt during the hours our account is manned.
We are human beings behind our Social Media profiles so we do ask that you don't write or post anything discriminatory, racist, abusive, obscene inflammatory or unlawful. Any users that are found to break these rules will be warned or potentially blocked from contacting us and reported.
We also ask that you:
- Aim to be fair, truthful and accurate
- Be respectful of other people's opinions and reputations
- Refrain from posting photographs of our on board or station staff without their permission
Please see Twitter & Facebook Policies and Violations here:
https://www.facebook.com/legal/terms
https://support.twitter.com/articles/20169997
@Replies, Twitter direct messages, Facebook wall posts and Facebook inbox messages.
We welcome positive and negative feedback, suggestions for new ideas and general discussion from all our Twitter and Facebook followers. Comments from people who choose not to follow or like our pages are also welcome. We do not commit to answering every tweet or Facebook post received however we do aim to respond to the vast majority.
All comments are read and any feedback/suggestions is passed on to the relevant parties once received.
We may ask you to send us a Direct Message (DM) if sensitive information is required from you. You are also free to DM us should your profile allow you to.
Twitter is an informal channel so any complaints that cannot be solved by us on our Social Media profiles or any complaints that we/you feel needs a formal response should be forwarded to our Customer Relations team. If you require contact details, see here: https://www.crosscountrytrains.co.uk/customer-service/contact-us
Following:
If you follow @crosscountryuk, we will not automatically follow you back. We do not send friend requests on Facebook. Please bear in mind that this is not down to us being impolite or disrespectful. If we do follow you on Twitter, it does not imply endorsement or recommendation of any kind.
Retweets:
We encourage you to retweet any updates, marketing posts or competition links that we may post provided that you do not change the meaning or misrepresent us.
Availability:
Our Facebook and Twitter pages are monitored 24 hours a day 7 days a week, excluding Christmas Day & Boxing Day when we are closed.