Review Time
It could have been great. Second time on the hull to Edinburgh trip. Cold food , cold train, staff not trained, what’s worse is no reply to any emails ever. Even the director on companies house doesn’t reply. Such a shame. It’s far from 5 star in everything but price xx
My travel companion, who has MS and limited mobility, faced challenges during our embarkation. Unfortunately, there was no ramp for her mobility scooter, requiring physical assistance to board, which took some time. This caused some frustration for a guard at the station, who expressed concern about the train's departure, even though a helper was still onboard. This situation was distressing and could have been avoided with better accommodations. Once we were on the train, the experience transformed. The team, including attentive members, provided excellent service. The food and wine were delightful, and we enjoyed the company of lovely fellow travelers, enhancing our journey. Due to my companion's mobility needs, we were seated near a toilet, but it was out of service early on. We requested it to be opened later, which it was. Special thanks to one team member for his compassionate assistance; he offered practical suggestions and reassured my companion, showing remarkable patience and care. These challenges indicate that the service could improve its approach to travelers with mobility issues. However, despite these issues, they did not detract from our overall experience, which was luxurious and indulgent, and we would gladly do it again.
My travel companion has MS and faces mobility challenges. During our embarkation, there was no ramp available for her scooter, necessitating physical assistance to board, which took several minutes. One of the guards at the station expressed annoyance, insisting the train had to leave immediately, even though a helper was still onboard. This situation was distressing and could have been avoided with better facilities. Once aboard, the atmosphere changed entirely. The team, including members who were attentive and engaging, provided excellent service. The meals and wine were delightful and well-presented. We were seated with pleasant fellow travelers, which enriched our experience. Due to my companion's mobility issues, we were placed near a toilet, but it became out of service early on. We later requested it to be opened, which it was. Special thanks to one team member for his compassionate assistance; he offered practical advice and reassured my companion with endless patience. These challenges highlight that the service needs to be more accommodating for travelers with mobility issues. However, they did not diminish our overall experience, which was luxurious and indulgent, and we would happily do it again.
The customer service from this company is disappointing when things go awry. I had enjoyed previous trips, but during my last journey, we arrived at the station early for a 7:10 am departure. We were informed by a representative that the train would not stop here, and we needed to take a taxi at our own expense to another station or rebook. The station was small, and we had little information aside from what the representative provided, leaving 22 confused and frustrated passengers. The company office was closed until 9:30, so we went home to rebook. Although they later refunded us, they claimed it was our fault for not waiting at the station, stating the train arrived an hour later, which contradicts our experience. I wish I had exchanged details with other passengers to corroborate our accounts. It seems we both had a similar experience that day.
What a chaotic experience this morning! Arriving at the station, my friend and I were not even listed as passengers. The check-in staff was unbothered, but I was unhappy not being on the list. We were then told of a two-hour delay due to planned repairs, which no one had informed us about. Additionally, the return journey would not stop at our station, yet some passengers had been notified. We were told to arrange our own taxis to get to York, which was unacceptable. Some paid £67 for taxis out of pocket. We were given the option to transfer our trip to next year or take a taxi. After a series of miscommunications and delays, my friend and I chose to go home, as many had already left. This was utterly frustrating.
I booked a trip from York to Edinburgh for my wife's 70th birthday, paying £1400. Although the seats were lovely and the food was great, the experience was marred when an old diesel engine arrived instead of the expected locomotive, ruining the surprise and not matching what I had paid for.
My parents were gifted a trip to Carlisle for their 50th anniversary, but the train was delayed by over two hours with little communication about the issue. Some were told the trip was canceled and left. When the train finally arrived, it didn't stop at the station. Passengers were advised to board a commuter train to Chester. Upon boarding nearly three hours late, they found no lighting in their carriage and lukewarm food. The planned stop in Carlisle was cut to one hour, and the return was delayed even further. A staff member provided small lights, which was appreciated, but for the high ticket price, this was unacceptable. While one team member kept spirits high, the overall experience fell short of expectations due to poor communication and service.
Our group of 24 older ladies planned a luxury day out on the Northern Belle, but it turned into chaos and disappointment. After waiting over two hours, the train didn't stop at Wrexham. About 40 passengers were left without explanation, and the representative left the station before the train arrived. With the office closed on Saturdays, we had no means of getting updates. Some abandoned the trip, while others made their way to Chester at their own expense. Those who boarded did not receive the advertised experience; the carriages lacked heating and lighting, meals were rushed and lukewarm, and the planned visit was drastically shortened. What should have been a celebratory occasion turned into a frustrating ordeal. The service offered was unacceptable for the price paid.
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The train service was launched in 2000, after careful restoration by Venice-Simplon Orient Express.
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