Review Time
We traveled from Liverpool to Carlisle, and while the carriage was stunning and the setup lovely, that was where the experience ended. I've been holding back on this review until my complaint was addressed, but I still haven't received a response. The staff were great, and the food was acceptable. However, the experience was flat; we crossed the viaduct without any announcements, and the carriage was cold throughout the journey, forcing me to buy boots in Carlisle for warmth. This was our second trip; had it been our first, it would have been very disappointing. The service felt impersonal, contrary to the advertised experience.
If it were possible, I would give a negative rating for this company. We booked a trip for the Cumbrian Coast Steam Special for April 4, 2026, in June. Yesterday, we received an email asking if we were well and looking forward to our journey, only to be informed that our trip had been removed from the schedule. Instead, we were offered a similar journey in July, which was not acceptable for a special birthday celebration. When I called reservations, I felt like an inconvenience and was given a take-it-or-leave-it option with no apology for the disrupted event. I felt poorly treated overall. Upon requesting a cancellation and refund, I was told it would be forwarded to management, but no mention of the refund was made. I have lost faith in this company and wish I had checked previous reviews before booking.
We took the Scottish Highlands Lunch train from Glasgow on July 13, 2025. The experience was great, with amazing service and genuinely helpful staff. The food and drinks were beautifully presented, and we felt well taken care of. However, my concern is about the summer uniforms for staff. It was incredibly hot in the vintage train, and the staff were running back and forth in thick blazers, which seemed inhumane.
I was yesterday informed by email and text that my booking at the beginning of July has been cancelled. While I understand that unexpected disruptions like line maintenance can occur, the way this was handled has been truly appalling.There was no apology at any stage—not in the cancellation email, not during the phone call, and not in the acknowledgement of my follow-up email. The tone throughout was cold, dismissive, and completely lacking in empathy or basic courtesy.The cancellation message bizarrely described the suggested alternative trip as “exciting news,” which was frankly tone-deaf. I had booked the original journey for my 70-year-old mother’s birthday specifically because it did not require leaving the train due to her mobility issues. The suggested alternatives involve hours off the train and extend the day significantly, making them completely unsuitable.I called the number provided by Northern Belle “for help”, which I did not receive. The representative told me that he had no authority to cancel the booking, and that this had to be done in writing. When I asked if this could be done over the phone, I was told flatly that this was “company policy.” Unhelpful, inflexible, and unnecessarily obstructive.I then emailed to cancel and complain about the poor customer service, as instructed. Ironically, the same representative who told me I had to email was the one who responded—simply stating my request had been “passed to Head Office” and that I should allow 28 days for a response. No confirmation, no indication of timelines, and still no apology.I’ve been left feeling as though this is somehow my issue, rather than a situation entirely caused by Northern Belle.To top it off, the cancellation email mentioned a gift card if I didn’t switch to another trip, but said nothing about my right to a refund or compensation despite these being clearly outlined in the company’s own terms and conditions.So now I’m left with no trip for my mother’s birthday, little time to arrange an alternative, and no clarity on when I’ll receive a refund or the compensation I’m owed to enable me to make other arrangements.From a company that markets itself as a premium experience, this has been anything but. A situation that could have been entirely avoided by adherence to the most basic of customer service standards. Not good enough and recommend avoiding. I am incensed!
This was my fifth trip on the Northern Belle train and yet again it was superb! You are greeted by your stewards on a red carpet to board the train. Seats very comfortable and windows huge for the amazing views. The stewards cherish you from the moment you climb onboard. Food and drinks are incredible. I’ve been on the steam trip from Chester/ Wrexham to Carlisle four times and up to The Royal yacht Britannia once. Nothing is too much trouble. For a trip of a lifetime or in my case, my yearly trip, you cannot beat this experience. Highly recommended.
The whole day was a disappointment ! Poor cramped seating , dodgy food ! We were promised champagne and got Prosecco instead ! I would not feed a dog or cat the food !!!I want some kind of monetary refund for our misery ! Add insult to injury NO Steam train
Overall a dissappointing experience that did not live up to expectations of the brochure. The carriages are beautiful, although a little cramped, be aware you are stuck at your table the entire trip there is no space to walk around. Staff were generally good, some perhaps a little inexperienced. At the start of the journey you felt they were attentive but this deteriorated as the journey progressed I imagine as there were not enough staff to carry out all the duties and serve food etc. they all looked a bit harried as the day progressed. What started out as a personal service later become akin to a bad budget airline or a school trip. Everything felt poorly managed including the meal and waiting times between courses which was long, until the end when everything was rushed and you barely had a chance to have coffee (luke warm at best) before it was time to get off at your stop. Petite fours, were two non descript truffles that were thrown on the table in a takaway box after the coffee as you were leaving. The food was by far the biggest let down. It was pretty tasteless and poorly presented. No thought or creativity had gone into the menu and what was served was poorly executed. It's a mystery how everything could be so tasteless. By no stretch of the imagination was it the fine dining experience it claimed to be. The canapes and blini were already on the table when we boarded half an hour or so before departure and it was a while before we were served any drinks. They didn't feel very fresh, they were dried out but soggy at the same time. Starters were obviously served straight from the fridge rather than room temperature. The vegetarian starter was particularly poor, a lump of stodgy, soggy puff pastry with a tomato and pieces of onion on top. The main course was served cold, maybe barely warm with the chill taking off it which was very bizarre as it was a traditional Christmas type main course. Far too much salt in the soup, everyone commented how salty it was and the alternative had no taste at all. The cheese was the best tasting course, although by the time it got to our table it did all look a bit of a mess.It was an unforgettable experience, just unfortunately not for the right reasons. I certainly would not go again it just does not live up to the hype and overall the meal is substandard for any type of dining experience let along what is suppoed to be fine dining.
HAD A BAD EXPERIENCE 3 MONTHS AGO WHERE STAFF WERE INEXPERIENCED BAD MOUTHING MANAGMENT AND THE OWNER. WE WERE DELAYED FOR NEARLY 2 HOURS AND COULD NOT GET A DRINK AND STAFF HAD NO IDEA WHAT TO DO. OUR CARRIAGE WAS FREEZING AS WE WERE NEAR THE DOOR OPENED FOR PASSENGERS TO ALIGHT WHILST WE WERE STOPPED. WE FINALLY GOT A COMPLINTARY GLASS OF CHAMPAGNE ONVE WE HAD SET OFF. I HAVE COMPLAINED SEVERAL TIMES TO THE OPERATIONS MANAGER. WE WERE TOLD BY THE DUTY MANAGER CHLOE THAT WE WOULD BE OFFERED SOMETHING THE NEXT DAY. WE ARE STILL WAITING . OVER £400 EACH FOR WHAT WAS MEANT TO BE AN EXPERIENCE OF A LIFETIME. I UNDERSTAND THINGS GO WRONG IE DELAY BUT IT SPOILT OUR EXPERIENCE BECAUSE IT WAS NOT HANDLED PROPERLEY AND THERE HAS BEEN NO CONTACT BACK WHICH HAS MADE THE CUSTOMER SERVICE NON EXISTENT. WE WERE NOT ASKING FOR THE WORLD BUT COMMON COURTESY AND MAYBE DISCOUNT TO GO AGAIN TO EXPERIENCE WHAT SHE SHOULD HAVE AFTER LESSONS HAD BEEN LEARNT. MAYBE THEY WILL NOW READ THIS AND TRY AND SORT SOMETHING THAT COULD HAVE BEEN RECTIFIED WEEKS AGO.
Went on Xmas lunch trip 2024 , had one song played to our table ,one magic trick.had to listen to train driver on his way home for 2 hours talking to his son on next table ,after complaining to manager the son was told of my complaint by a member of staff and we received a torrent of abuse from him. Lunch was only ok would not go again.P.S. Company did not reply to my written complaint and there was no steam train!
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The train service was launched in 2000, after careful restoration by Venice-Simplon Orient Express.
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