We’ve put together our most frequently asked questions, but should you have a question that’s not covered, please get in touch with us.
Are the carriages suitable for wheelchairs and mobility equipment?
Due to the nature of our heritage carriages, we do not have the facility for wheelchair boarding. Please contact our booking office before making a booking if boarding assistance is required.
Do I have an allocated seat?
Yes, you have a seat allocated to you for the whole of the excursion. The seat that you are allocated for your outward journey is yours for the duration of the excursion. Whilst you can request forward facing, please note this will only be applicable for one part of the journey; on the other part you will be facing the back of the train – this is because the locomotive reverses at the destination; so hauls the train from the other end on the homeward journey.
The exception will be on circular tours where you will remain seated in the direction you first started in.
What type of seats are there?
We have four types of seating:
Standard Class – with tables for four aligned with picture windows on either side of the carriage;
First Class – Wider, more comfortable seats, with extra leg room at tables for four on one side of the carriage and tables for two on the other side. There is a supplement per person at tables for two. If you are seated at a table for two, you will both have a window seat.
First Class Plus – As First Class seating with light refreshments (tea/coffee & Danish Pastry/Cookie/Cake) served through the day.
Premier Dining – As First Class seating with a glass of fizz served after boarding, followed by a Full English Breakfast with all the trimmings served at your table. Elevenses follow later and on the return journey there is a silver service four course evening dinner with a complimentary ¼ bottle of wine; followed by tea or coffee and chocolates. On occasion a light lunch will be served on the outward journey in place of Elevenses.
Can I book a window seat?
Yes, you can book a window seat at a table for two, for which a supplement is payable.
You can request a window seat if you are travelling on your own at a table for four, but it cannot be guaranteed.
Will we be seated together?
Yes, we always seat parties together.
Parties of two at tables for four will have one window seat and one aisle seat.
Parties of three are usually allocated two window and one aisle seats.
Parties of four will have two window seats and two aisle seats – one window seat and one aisle seat will face the direction of travel and the other pair will be backwards facing. If the locomotive is turned at the destination the situation will be reversed, but on some occasions the direction of travel will be the same on both legs of the journey.
Parties of three will often have a fourth person seated with them at the table. It is possible to pay a supplement to secure the seat so you don’t have another person joining you. Please contact the Booking Office.
Parties of six in Standard Class will have a table for four on one side of the carriage and two seats on one side at a table for four on the opposite side of the carriage. In other classes you will be allocated a table for four and a table for two (at nil cost, but subject to availability) on the opposite side of the carriage.
Do I have to pay when I book?
Yes, all bookings must be paid for at the time of booking. If you choose to pay by cheque it will be banked 3 weeks prior to the excursion date.
If you are booking a multi-day excursion a non-refundable deposit is payable at the time of booking and the balance is due six weeks before the departure date.
Can I choose what I eat in Premier Dining?
No, a fixed menu is served. Special dietary requirements can be catered for as long as we are notified at the time of booking. However, we are not able to guarantee that food will be completely free of allergens. If you have special dietary requirements please contact the Booking office prior to making your booking.
Can children travel in Premier Dining?
Children are able to travel in Premier Dining, but we do not recommend it for under tens because of the Health & Safety issues from the constant service of hot food and beverages on the moving train.
When will I receive my boarding pass?
Your Boarding Pass will be posted to you with confirmed timings 3-5 days before the excursion.
Can estimated timings vary?
Advertised timings are estimated and can vary by up to one hour in either direction. Network Rail provides confirmed timings in the week before the excursion. In light of this, we would strongly advise that you do not book travel or hotel accommodation that is non-refundable. Travel insurance is also highly recommended.
What should I do if I have any issues on board?
If you have any issues, please immediately speak to a carriage Steward privately, so that the matter can be rectified. Should the matter not be resolved to your satisfaction, please request a complaint form for completion and return to the Booking Office within two weeks of the excursion date.
Can I be seated with a passenger who has already booked?
Requests to sit with another passenger(s) should be made at least 2 weeks before departure. You will need to provide their name and booking reference and/or postcode.
Can I cancel my booking?
Yes, but we ask that any cancellations are made in writing by email or post to avoid any mis-understanding
Refund requests will be considered in accordance with the following scale for day excursions, expressed as a percentage of the total value of the booking: over 28 days before the date of running – 90%, between 14 and 28 days before the date of running – 75%, between 5 and 13 days before the date of running – 50%, within 5 days of the date of running – nil. All refunds will be made by credit note, which can be used in payment for future excursions.
Any change made after a booking has been made and confirmed may attract an alteration fee of £10.
What age does 'Junior' cover?
Junior Boarding Passes are for ages 5 to 15 years inclusive.
Under fives can travel free of charge providing they sit on the lap of a parent or guardian and do not occupy a seat on their own.
Can under 16s travel alone?
No, under 16s need to be accompanied by a responsible fare paying adult.
Should I tell you if I have any special dietary requirements?
Yes, please make a note in your booking form if you have any special dietary needs such as food allergies / intolerances / special diets / food preferences. We will then, if appropriate, send you a dietary form to complete and return to us in order to comply with current food safety requirements.
How late can I book seats?
Details of each tour remain on the website until it has taken place. However, as most of our excursions run at the weekend we have to finalise numbers beforehand, so the links to our booking system have to be closed on the Thursday or Friday prior to the date of running.
If you would like to travel with us, but on-line booking has been closed you can call the Booking Office (01453 835414/834477) to find out if there are seats available and, if there are, you can join the train on the day by going to buffet car and speaking to the Stewards on board. Payment has to be made in cash because the internet signal is not reliable enough for card payments.