Northern Explorer Train, Auckland to Wellington on March 1, 2025. We were looking forward to the wonderful scenery of the 11hour train journey. Enhanced by 'Scenic Plus' top class table service, food etc this was eagerly anticipated. However, the day before, we received email telling us catering carriage had problems so no cooked meals. So,, breakfast was a slice of omelette and a muffin, lunch - choice of sandwiches and dinner - a choice of sandwiches. All very tasty but not 'delectable .... dining experience', not 'seasonal menu filled with freshly picked ingredients', no hot food at all, no specialist table service. We got our hot drinks in paper cups, wine in plastic glasses, paper plates and wooden cutlery. Staff were great - they struggled to make the best of the situation. Eleven hours later we disembarked at Wellington. Great scenery. The wonders of Scenic Plus not as advertised. We don't feel that sandwiches for lunch and dinner were the best that could have been done for us. A few days later we were on the coastal pacific route - about 7-8 hours. We'd gone for regular Scenic class for this and we asked GreatJourneys if they'd upgrade us on this second journey, as gesture in respect of well below par experience on the scenic plus northern journey. Simple 'no'... they offered everyone $100 per person refund (it's now april and we've still not got it). Upgrade cost was $300 per person, so the $200 pp they've still got, covered some drinks and very poor food provision is way to much for us to pay. No flexibility from them. BAD CUSTOMER SERVICE. As a post note, some positive.... when on board the coastal pacific train we were approached by the train manager who identified us, acknowledging the problems we'd experienced and invited us to visit buffet car and 'have what you want'.... so some coffee, wine, sandwiches and some snacks. A very nice gesture but it felt like this was courtesy of the train manager, rather than the company trying to make us happy customers. On this second journey we noted the scenic plus car was barely half full, so they could have easily accomodated us. Someone at Great Journeys needs to go on a Customer Service course. Extremely bad response to a situation, out of their control to be fair, but one that really spoiled what should have been an excellent experience - and an easy way to cheer us up, was simply refused. We'd travelled from UK for this rail journey to be highlight of the holiday. Shame on you, Great Railway Journeys.
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