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Skip Navigation LinksMerseytravel > About Us > Media Centre > Social Media House Rules

 Social Media House Rules

What Customers Can Expect

Merseytravel uses social media to communicate timely, useful and accurate content that helps keep customers up to date and informed about travel information and news plus updates about key transport relates projects across the Liverpool City Region.
 
We aim to make our social media platforms social welcoming, inclusive and informative. We welcome all engagement, whether it is positive or negative, as well as ideas for improving our services. We also encourage polite and respectful conversations in our communities.
What to expect
A summary of Merseytravel’s social media platforms are included below and we will do our best to respond questions as quickly as possible. Signposting to Merseytravel or external websites may also be used to provide further information.
While we can understand people wanting to receive a response to a question or comment they have posted on one of our social media profiles this is not always possible. This can be for privacy reasons or when we need more information to be able to investigate further and provide more detailed information. We may send customers a direct message or they will be advised to call us on 0151 330 1000 or email our comments system, comments@merseytravel.gov.uk for a full response.
Be safe online
We strongly recommend that followers don’t discuss or give any personal or financial details on social media and we will never ask for any personal details to be shared on social media.
Content check
We understand that customers may express frustrations if they feel that they are not receiving the service they expect. We consider social media to be forums for public comment but we will moderate content that is aggressive, threatening, defamatory or offensive and won’t respond to abusive or offensive comments.
We reserve the right to remove comments that do not abide by these guildelines. If an individual repeatedly violates this policy, they will be blocked from posting in the future.
Following
If customers follow our accounts we will not automatically follow them back.  This avoids us having to spend time dealing with spam accounts and keeps discussions open to all.  We may follow organisations of relevance to the industry, and may follow individuals where appropriate in order for them to send a direct message.  We reserve the right to unfollow accounts we believe are malicious or spam.
We do not endorse any opinions that are not posted by us and we are not responsible for the accuracy of information advice or comments posted by others.
 
Merseytravel Social Media Platforms
 
The @Merseytravel Twitter account is monitored between 7.00am and 8.00pm Monday to Friday, 8.00am and 8.00pm at weekends.
 
Followers can expect regular tweets covering:
 
travel information/advice;
ticket information, offers and promotions;
disruption to services;
planned changes that would affect passenger journeys;
corporate news and events;
responding to any queries or complaints from customer.
  
The @MerseyFerries account is used to promote ferry news, campaigns and offers, pictures and to announce planned travel changes.  It’s monitored Monday to Friday between 9.00am and 5.00pm.
 
For both accounts, during monitoring periods we will endeavour to read all tweets and ensure that any comments or suggestions are passed to the relevant people in the organisation. 
 
We aim to respond in one hour; however, in particularly busy times we cannot guarantee to reply individually to every single tweet received.
 
Tweets may be re-tweeted, if applicable, to our followers, particularly around any information that will help our customers make informed decisions about travel. 
 
#askmerseytravel Twitter Chats
Our Twitter chats are held four times a year with key people from Merseytravel. Using #askmerseytravel customers can ask any transport related questions and followers are encouraged to join the debate. For more info visit the #askmerseytravel webpage.
 
 
There are Facebook pages for Merseytravel, Mersey Ferries and Spaceport attractions which are monitored Monday to Friday, 9.00am to 5.00pm.
The pages are currently used for promotions, products, competitions and offers and general community activity. These pages are not intended to investigate, discuss or comment upon complaints.  Customers are encouraged to follow @Merseytravel on Twitter for real time travel information or contact comments@merseytravel.gov.uk to log complaints and compliments.
The Mersey Ferries Instagram account is used for promotions, products, competitions and offers.

Merseytravel’s Mersey Ferries (and Ship Canal Cruises), Spaceport, U-boat Story and Mersey Tunnels Tour attractions are all on Trip Advisor. Customers who have experienced our attractions are welcome to write a review.
The reviews, as well as other social media feedback, have also been used as a form of research when discussing product development and improving services, so customer views are always welcomed.

Merseytravel, PO Box 1976, Liverpool, L69 3HN
Tel: 0151 330 1000  |  Fax: 0151 330 1234