Social Media Policy

Introduction

Trenord uses social media as official channels for information, communication, and engagement with the public. Through these digital spaces, the company shares updates on transport services, news about its activities, and content that highlights the role of rail mobility in the region, fostering dialogue with passengers and stakeholders.

Our social media channels are spaces for public participation. All users are expected to employ digital tools in a conscious and responsible manner, with due regard for others, for differing viewpoints, and for the principles of civil online conduct.

 

Official Social Media Channels

Trenord maintains a presence on several social platforms, each serving distinct communication purposes. Official profiles are used to inform, tell stories, and engage with the community. Any accounts not attributable to official channels are neither managed nor recognised by Trenord.

• Instagram: The visual channel, showcasing the company, its commercial products, and Train Trips; also dedicated to railway enthusiasts.
• TikTok: The channel for engagement, entertainment, and virality. A space for short, engaging content aimed at younger audiences, in keeping with current trends.
• X: The channel for information, press releases, and key service updates.
• LinkedIn: Dedicated to institutional and corporate communication, as well as stakeholder relations.
• Pinterest: An inspirational search engine supporting communication activities to promote our commercial products and the train, both as a sustainable means of local tourism and territorial discovery, and as a design ecosystem.
• YouTube: Dedicated to video content such as official advertisements, corporate videos, and educational clips on how to use our products and services.

 

Principles of Participation

Trenord promotes a balanced and respectful approach to online interactions, wherein each participant contributes to maintaining a calm and constructive environment for all. Everyone is welcome to contribute with comments, questions, or suggestions — including critical ones — provided they are expressed courteously and remain relevant to the subject at hand.

Users bear personal responsibility for their posts and interactions, and must comply with Italian regulations on privacy (GDPR) and those prohibiting harmful conduct such as defamation or discrimination.

 

Rules of Conduct

On Trenord’s social media channels, comments or content shall not be permitted where they:

• Employ offensive, insulting, threatening, or violent language;
• Are discriminatory or detrimental to the dignity of individuals or groups;
• Incite violence, including gender-based violence, or promote abusive behaviour (e.g., physical threats, sexist remarks, or encouragement of gender-based aggression);
• Contain personal data or sensitive information relating to third parties, including identifiable images or content, without proper authorisation;
• Include content generated or altered using artificial intelligence in a manner that distorts reality for defamatory, propagandistic, discrediting, or harmful purposes towards Trenord, its staff, or related aspects (e.g., deepfakes falsifying events or images so as to damage reputation or spread misinformation);
• Disseminate illegal, misleading, or non-compliant content;
• Carry political, propagandistic, obscene, or pornographic content (e.g., posts promoting political parties or explicit, irrelevant material);
• Make unverified accusations or defamatory statements about individuals, groups, or organisations;
• Refer to ongoing legal proceedings;
• Serve commercial or promotional purposes unrelated to Trenord;
• Are posted repeatedly or excessively, resembling spam behaviour;
• Consistently and repeatedly deviate from the topic under discussion;
• Are posted with the intent to provoke controversy, conflict, or emotional reactions.

 

Content that does not comply with this Social Media Policy may be removed.

In cases of repeated or particularly serious violations, Trenord reserves the right to report content to social platforms, restrict and/or block interactions of the accounts involved, in accordance with platform rules and functionalities. Furthermore, Trenord may take appropriate legal action to protect its rights and the community where content constitutes a violation under applicable law.

 

Protection of Privacy

In order to safeguard user confidentiality, telephone numbers, email addresses, and/or other sensitive data may be removed.

Personal data is processed in compliance with applicable regulations and the policies of the social platforms in use.

 

Content Moderation

Trenord’s social media channels are subject to moderation.

Moderation activities are conducted with proportionality and impartiality, in order to safeguard the community and uphold the quality of dialogue.

 

Social Caring

Through certain social media channels, Trenord carries out listening, information, and user support activities, with the aim of fostering constructive dialogue and relationships grounded in transparency, fairness, and mutual respect.

Social Caring activities are active on the following channels:

• Instagram
• TikTok
• X (formerly Twitter)
• LinkedIn

 

The service operates Monday to Friday, from 7:00 a.m. to 8:00 p.m., excluding public holidays.

Comments and messages received via other official Trenord social channels remain subject to moderation and, where necessary, are redirected to dedicated support channels.

The Social Caring service does not replace official customer support channels. Requests requiring the handling of personal data or specific follow-up are managed through the appropriate support channels.

 

Updates

This Social Media Policy may be subject to revision in light of regulatory updates, technological developments, or organisational changes. Any amendments will be communicated through Trenord’s official channels.

Last updated: 19/03/2026