Introduction
On the day of the tour all reasonable efforts within our control will be made to ensure that the train runs as planned, but we cannot accept any responsibility for delays, mishaps, alterations or curtailment of the tour as a result of situations beyond our control.
Every effort will be made to operate the advertised locomotive and coaching stock on the tour on the route and on the timings advertised. However, we reserve the right to change locomotives, alter, postpone or cancel trains. In the event of locomotive failure, network or other restrictions, cancellations by third parties, adverse weather conditions or high fire risk, we reserve the right to substitute locomotives as necessary. This may mean using a diesel locomotive in place of or to assist a steam locomotive and no refund or compensation will apply.
We cannot accept any responsibility for any events or circumstances under the control of third parties and are only required to return passengers to the station at which they joined.
Refund policy
You may cancel your booking but the following policy will apply:
- 49 days or more prior to travel, 75% refund will be given.
- 32 days to 48 days prior to travel, 50% refund will be given.
- Less than 31 days, NO refund will be given.
Due to potential fire risk in extreme hot weather, Network Rail may require us to add or substitute a diesel locomotive, in this event no refund will be offered.
If Vintage Trains Cancels a Tour
If we cancel or alter the date of a tour, customers will have the option either to transfer to the postponed date, receive a full refund or credit note.
No refund or compensation will exceed the total amount of money paid to us.
You should consider taking out travel insurance to cover any eventuality of your being unable to travel on a train booked with us. If you have booked and subsequently become ill for any reason or are self-isolating, we will not refund or credit your booking, other than in conjunction with our cancellation policy (which does not provide for any refund less than 31 days of travel).
Private Charters & Group Bookings
A 25% non-refundable deposit is required at the time of booking.
The remaining balance is refundable if the cancellation is made at least 31 days before the scheduled event.
No refunds will be issued for cancellations made within 30 days of the event.
Non-Refundable Items
Gift vouchers, promotional tickets, and special event tickets are non-refundable unless otherwise stated.
Covid Restrictions
In the event Government re-introduces restrictions which directly prevent you from travelling, we will either refund your booking, issue you with a credit note or re-book you on a subsequent tour.
Third Parties
We will not offer refunds in lieu of external events, attractions or services which cancel or downgrade their operation and/or service at destinations mentioned in/or on our website or any promotional material.
How to Request a Refund
Refund requests must be submitted in writing via email to [email protected].
Please include your booking reference, full name, and reason for cancellation.
Refunds will be processed within 10 business days of approval.
Transfers
We are pleased to accept requests for transfers of existing bookings (subject to availability) onto tours of an equal value (no refund in lieu of the difference), prior to 31 days before the tour. An administration fee of £15 will be applicable.
Dining – all meals provided will be from a set menu. We offer a vegan, vegetarian or gluten free menu options please notify us no less than 7 days prior to the date of your tour. Unfortunately, it is not possible to cater for any other dietary specification.
Children
Child fares (ages 5 to 15 years inclusive) apply on certain trains unless a different age range is specified for a train or series of trains.
Children younger than 3 years of age may only travel free of charge in Tourist, provided that the child does not occupy a seat with a maximum of one such child per adult.
Children under the age of 3 are not permitted to travel in Pullman on any of our trains.
Children’s buggies are permitted on all trains.
Pets/Bicycles
We do not permit the carriage of pets and bicycles.
Mobility and E-Scooters
We have limited wheelchair facilities and do not have disability-friendly toilets. Our Pullman Coaches are not able to accommodate passengers who are confined to a wheelchair, but we can accommodate a maximum of 2 passengers in our Buffet Coach but please call our booking office who will be able to confirm availability. We can only accommodate standard designs of wheelchair and mobility scooters as prescribed in government regulations covering public transport (700mm wide by 1200mm long). E-scooters, e-skateboards, e-unicycles and hoverboards are not permitted on our trains.
On the Train
Passengers may not under any circumstances block or occupy vestibule space, doorways and gangways with, in particular, portable chairs, large bags or suitcases, camera stands etc. Regulations require us to ensure that these areas are kept clear at all times. We reserve the right to remove such items immediately and without debate.
We reserve the right to refuse access to, or remove from the train, any person or persons considered by the Train Manager to be using inappropriate behaviour, affecting the safety of the train and its passengers, spoiling the enjoyment of other passengers on the train or failing to comply with any reasonable requests made by a member of our staff.