Connect with London Northwestern Railway on social media
Need help with your journey or just want to stay in the loop?
We're available 24/7 across all major platforms, making it as easy as possible for you to get information, ask questions or to share feedback in real time.
Below, you’ll find all of our official channels, as well as details on how we work and what to expect when you reach out to us.
Our official channels
Reach us, follow us, and stay informed through the platforms you already use.
| Platform | Handle / Contact | Best for |
| X (Twitter) | @LondonNorthwest | Live service updates, news & travel alerts |
| Click here or text 07779 311 576 | General enquiries & disruption support | |
| London Northwestern Railway | Behind the scenes, network highlights, community updates, travel advice | |
| @londonnorthwestern | Behind the scenes, network highlights, community updates, travel advice | |
| TikTok | @LNRailway | Behind the scenes, network highlights |
Important: we will never ask for payment or personal financial information through social media or WhatsApp. If you receive a message purporting to be from us that does so, please do not engage with it.
Meet Your Social Media Team
Behind every reply is a real person. Our dedicated social media team is based within our control room in Birmingham, working around the clock - 24 hours a day, 7 days a week.
They work closely with colleagues across the business to get you the right information as quickly as possible. When things run smoothly, we're here to share updates and useful information. When things don't go to plan, we're here to help you find your way.
What to Expect from Us
We want every interaction to be as helpful as possible. Here's how we operate:
Response times
We aim to respond as quickly as we can - typically within 15 minutes.
Some queries need to be escalated internally, which may take a little longer - but we'll always come back to you.
During major disruption
- In the event of significant disruption, we may switch into ‘disruption mode’.
This means that rather than responding to individual messages, we'll focus on sharing regular, network-wide updates, as this is the most effective way to keep as many customers informed as possible. - We'll let you know when disruption mode is active, and when we're back to business as usual.
What we can and can't help with
- We'll share updates on planned engineering works, station projects, service changes, and events affecting your journey.
- Due to the scale of our network, we're unable to provide live commentary on individual train movements or delays via social media or WhatsApp.
- Some enquiries such as compensation claims, refunds or lost property, are handled by our Customer Relations team. If your query falls into this category, we'll always do our best to help you, but we may need to direct you elsewhere.
- We will never sell products, or request payment via social media or WhatsApp. We may, on occasion, request basic personal details to help investigate or resolve existing claims.
Using WhatsApp
WhatsApp is a text-only support channel for general enquiries, service information, and guidance during disruption.
Please note:
- WhatsApp is not an emergency channel. If you need urgent assistance, please speak to available station staff, contact British Transport Police on 61016, or call the relevant emergency services.
- You may occasionally receive automated responses to help direct you quickly. However, a member of our team will always follow up personally.
Community Guidelines
Our channels are for everyone, and we want them to stay that way. We work hard to maintain a space that's welcoming, helpful, and respectful.
We commit to:
- Treating every customer with courtesy and professionalism.
- Engaging with your feedback, whether positive or critical, in good faith.
- Keeping our channels informative and up to date.
We ask you to:
- Treat our team and fellow customers with respect. We're real people doing our best to help.
- Keep conversations on topic and relevant to the original post or enquiry.
- Avoid spamming, trolling, or deliberately disrupting discussion threads.
We understand that delays and disruption are frustrating, and we never want your journey to be anything less than smooth. During these moments, we ask that frustration is expressed constructively, and we'll always do our best to listen and help.
Behaviour we won't tolerate
The following behaviours are not acceptable on our channels and may result in comments being removed or access being restricted:
- Personal insults or name-calling directed at staff (including comments about intelligence, appearance, or competence).
- Threatening language, intimidation, or suggestions of harm.
- Repeated or sustained use of aggressive, abusive, or offensive language.
- Harassment - including repeatedly contacting us after we have confirmed we are unable to assist further, or targeting individual members of staff.
- Discriminatory or hateful language based on race, gender, sexuality, disability, religion, or any other protected characteristic.
Where behaviour crosses these lines, we may remove content, limit engagement, or restrict access to our channels. These measures exist to protect our team and keep our channels constructive for everyone.
In an Emergency
If you or someone else is in danger, please do not use social media or WhatsApp to seek help.
- Contact British Transport Police: 61016 (text) or 999 (emergency)
- Speak to a member of station staff where available
- Call 999 for police, fire, or ambulance services