Grand Central's Social Media Policy

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 monitored between the hours of 06:00 – 22:00 Monday to Saturday, and 08:00 – 22:00 on Sunday.

Our social media accounts are managed by our Marketing and Customer Relations teams. We aim to respond to all queries or concerns within 30 minutes of receipt.

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.

Make social a nice place to be:

  • Aim to be fair, truthful and accurate
  • Be respective 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.

Twitter Policy

These rules apply to the official Grand Central Twitter account at twitter.com/GC_Rail

We actively monitor our Twitter accounts during hours of operations 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 40 50 40 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
  • 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 
  • Promotional materials regarding our fares and journeys

Our Twitter accounts

@GC_Rail Our primary account
@NRE_ Grand_Centr 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 at our contact us page.

Following

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.

Please note that being followed by Grand Central does not imply support or endorsement of any kind.

Retweets

All content produced by Grand Central on Twitter, is protected by copyright. However, you are encouraged to retweet our updates utilising Twitter’s in-built retweet function.

We will retweet content from our partners and similar 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.

Hashtags

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.

Availability

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 Grand Central Facebook page at www.facebook.com/grandcentralrail.

Our Customer Relations team actively check and monitor our Facebook feed during operational hours, and try to answer all relevant and appropriate questions directed at our feed.

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.

Facebook messenger

You can speak to Grand Central privately on Facebook Messenger by messaging grandcentralrail for information and feedback. We aim to respond to all queries received during operating hours within 30 minutes of receipt.

We encourage the use of this method for personal queries or feedback, as well as providing more detailed information regarding matters of concern.

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.

We ask users to raise any issues either as posts on the page, or by contacting us on Facebook Messenger (see above) – irrelevant comments made on Grand Central posts and promotions may be removed and, if necessary, you will be contacted privately regarding any issues raised.

Last modified September 18th 2017