West Coast Railways Reviews 27

Went on the Scarborough Spa trip on 27/8/25. It was the most disappointing experience I've had travelling on a steam excursion....and I've done many!
I paid for First Class seats for my husband's and I 14th anniversary. Our carriage was not the first class quality we expected. Uncomfortable seats, a drab grey colour and not even a little lamp at the window! It had damp marks all over the walls
The carriage next to ours had sumptuous red comfortable seats and a little lamp. To top it all off it was empty apart from staff having a snooze! I asked if we could possibly move into this carriage and was told they 'would get back to me'....they didn't!
In all the years I have been traveling First Class with various steam companies, I have always had an enjoyable, value for money trip and have never felt the need to complain... untill now!
I think I'll stick with Statesman Rail etc in future.... assured to receive what you pay for.
I would not recommend WCR as I really feel I've been ripped off.
Yes I did send an email but they really didn't care.

Absolutely ripped off and steam engine cancelled days before with a 10% refund offered. Make sure terms and conditions are read when booking because they dont care about customers.

Do not book to go on the Dalesman. Expensive any not worth it, likely won't even have a steam train.

Not worth the money, paid for first class, the seats were comfortable with plenty of room.
Windows were dirty, only the seats facing forward got a clear view of the viaduct. It was so hot as windows could not be opened, no standing allowed to get better pictures. We did get a hot drink and biscuit on both journeys. There was a 20 min stop not mentioned in details on the way out. Far better to take local train service and or drive to viaduct to get better pictures. Cold drinks were not chilled

Jacobite Train: Fort William to Mallaig – A Disappointing Experience

As a proud Scot, I was deeply embarrassed by the standard of service on this journey, particularly in front of the many tourists from Germany and the USA who had come expecting a memorable experience.

From start to finish, the service lacked pride and professionalism, seeming more like a money-making venture rather than a showcase of Scottish heritage. In contrast, the Isle of Man Steam Railway demonstrates how such an experience should be managed—with well-maintained stations, staff dressed with care, and a genuine commitment to excellence.

Onboard the Jacobite train, the staff wore yellow vests and shouted instructions at passengers rather than offering a welcoming and informative experience. There was no professional tour guide to enhance the journey, leaving visitors with little insight into the scenic route they had paid to enjoy.

First-class service was particularly underwhelming. Expectations of a premium experience were shattered—passengers requesting a simple coffee top-up were charged extra, which felt far from the service one would anticipate in first class.

Many of the tourists had made an effort to dress up for the occasion, expecting something special. Unfortunately, the reality did not match their expectations. Frankly, this experience needs serious review. Given the poor service and lack of care, I would not recommend spending the money on this journey—better views can be enjoyed from the roadside or regular train .

Awful service. We had a steam train package booked. They cancelled a week before with no explanation. No alternative offered. Staff rude when I called them asking for an explanation. 2 months on we are still waiting for a reply from their complaints team who the booking team sent my simple request for reason for the late cancellation. Shocking service. Would give 0 stars if that were an option. And they have had the audacity to send us Christmas greetings, thanking us for our custom!!!

What a great experience worth every penny would do it again tomorrow all staff very helpful and knowledgeable. We had the afternoon tea probably wouldn't again only because maillag has a couple of lovely tea rooms and a chip shop
Would give this trip 5/5

We travelled on the Jacobite ‘steam’ train from Fort William to Mallaig on 11 August 2024, something we had booked several months for a special anniversary and were very much looking forward to based on the beautiful photos and description on their website.

Unfortunately, it was a massive disappointment! The train we were on was not the steam train we had booked and the whole experience was totally different. We were advised AFTER the train had set off that the locomotive in use that day was a diesel engine, not the steam engine we had purchased tickets for. The reason given was that the engine in question was undergoing scheduled maintenance which by definition means it was known in advance that the steam locomotive would not be available for that particular trip and yet we were not made aware of this prior to our trip. Looking at Jacobite train Terms and Conditions they reserve the right to use a replacement diesel engine in case of failure of the steam engine which was not the case in that instance.
To make matters worse, passengers were not allowed to stand near the doors to take photos and because the windows were very dirty on both sides it was not possible to take any pictures throughout the journey.
To add insult to injury, the ventilation throughout the carriages was non-existent and the lack of an opening section on the windows made it difficult to breath at times as the sun made the air inside the carriages very hot. To top it up the engine broke down on the way back and the train remained stationary for about ½ hour. The whole situation was laughable (some people around us were trying to calm their children down who were crying) and my husband started feeling faint after a while because of the lack of air. One of your crew members had to help!
The whole experience was not at all what it was supposed to be based on the information provided on the Jacobite train website (including the lovely pictures of a steam engine …). In essence, along with many other people on board that train (some with children who had travelled from abroad for the ‘Harry Potter experience’), we felt completely let down and critically, misled in believing we were purchasing tickets for a different experience altogether, e.g. “Described as the greatest railway journey in the world”.
We contacted West Coast Railways to express our disappointment and try to obtain some logical explanation as to why we were not made aware of this planned changed before our trip (the option to cancel with a refund would seem like the right thing to do). Based on the conversations around us that day, we strongly suspect many others would have done the same things. Sadly, the response was (not entirely surprisingly) very disappointing. Basically, some additional clause provided a way out of the whole thing, none of the points we had raised (totally inadequate ventilation, filthy windows, engine breakdown) other than the switch of locomotive were addressed leaving us feeling like they were washing their hands off it with no offer whatsoever of some form of compensation even perhaps towards a future trip to soften the blow.
This was never worth the money we paid for our tickets that day and we would warn people to check before you book that you will indeed get what you are led to believe you will get. Based on other similar and recent reviews West Coast Railways seem to knowingly continue doing this!

Advertised Steam loco was not used Hellifield to Carlisle leg. Reason for booking ! Informed well into trip. Return marred by extreme build up of heat in carriages particularly E coach. When moving NO improvement. Ignored. Trip date the Dalesman 17th Sept '24

Staff - curt, uninformative which resulted in us missing our train due to misinformation.

As my wife has a current disability, the design of the carriages was not conducive to mobility issues.

Very poor experience, not likely to use this company for any future travel.

We purchased 4 tickets for the Jacobite steam train journey at a cost of >£200. What did we get? A diesel train and a rolling stock blue carriage!! I complained, primarily about not being told in advance that the steam train would not be running and not being offered the opportunity for a refund. The response - I should have checked my T&Cs and could have seen it wasn’t a steam engine on arriving at the platform! No offer of recompense or any indication they cared about me as a customer whatsoever. In my opinion this lack of regard for the customer runs deep in an organisation - change at the very top is required. Hot tip - consider taking a standard Scotsrail journey on the same line for a quarter of the cost. We got exactly the same experience!

York to Scarborough return. First Class.
The train arrived on time at York, huffing and puffing its way toward the platform.
Staff were helpful and pleasant checking on passengers before departure.
Yes, the carriages were a touch shabby but considering their ages you cannot expect perfection.
The carriage was clean with good size & clean windows. Seating comfortable with plenty of room. A nice touch were the small lamps at each table.
Helpful staff announcements regarding return departures, platform and times. Staff keeping tables clean several times during the journey.
4* because not quite enough steam/smoke from the engine to see out of the windows - sadly understandable in this 'green' day and age. Lack of the steam whistle tooting. I missed the sound of the old rythm of wheels on tracks but that is down to the modern tracks.
I, my friend and other friendly passengers had an enjoyable trip.

The trip on the Jacobite Express, something we looked forward to, a trip through lovely scenery on a steam train. The carriages were so dirty, difficult to see out of the windows, don't think they have been cleaned in a long time. The headrest on my seat was not fixed securely, the walls and around the seats were grimy. The lighting going through tunnels didn't work, not all the toilets were working, we were served a weak small cup of tea and 2 small biscuits on both journeys. The stewards looked bored and no uniformity in their appearance, not a very attractive image. No steam train for us as it was running only in the morning, many foreign visitors were so looking forward to that and were disappointed.
Many children thought it was a Harry Potter experience and for the many a big disappointment as the only input on that was the sale of tawdry expensive gifts. Surely more could be made of that angle.
I felt ashamed on behalf of the many foreign visitors by the very poor presentation of the coaches.
The scenery was beautiful and we are lucky to visit this lovely part of the UK.
This trip cost my husband and I £214.75.
This did in no way compare to other vintage steam train trips we have been on with other rail companies in value for money.

Unfortunately I have learnt today that my schedule trip and booking on the Jacobite Service operated by West Coast Trains from Fort William to malaig on Wednesday 17th July has been cancelled. No reason was given by the tour operator but doing my research it would seem that it is linked to the long running issue WCR have with mk1 coaches and Central Door Locks. Apparently WCR have fitted some coaches but now running short formations.

I won’t be bothering with this company anymore. I thought Avanti West Coast took some beating.

Avoid West Coat Rail at all costs.

In February we booked for a trip in August, 5 weeks before hand they cancelled our trip because of planning restrictions.

This didn't make sense, so I did a bit more research and found that:

The initial legislation on Slam Door stock was announce in 1999. Doors on vintage trains required locks that would stop people opening the doors and keep people safe (Central Door Locking or CDL). They've had over 20 years to come up with a schedule for doing the work. The cost of fitting CDL would have been about 10% of their profit for 1 year. Roughly £15 per passenger.

WCR kept getting exemptions from The Office of Road and Rail (ORR). On the 1st of December 2023, they were given a final 3 month extension on the exemption first awarded in 2019. Simply, they had to get doors fixed.

The ORR made a few unannounced inspections and this together with a number of independent reports provided to them, determined that West Coast weren't adhering to the agreed mitigation plan, and that started this current debacle of WCRC dragging out compliance with the ORR decision and subsequent court ruling in December 2023.

WCRC introduced a fleet of carriages (six passenger vehicles and a generator van, hence less passengers and trips being cancelled) with central door locking in April 2024.

The doors aren't fixed, they've pulled a pretty sneaky manoeuvre which I suspect is technically in breach of the rulebook.

Essentially the formation has been made of the the traditional 1950s Mark 1s, alternating with 1970s air-conditioned Mark 2Fs. The 2Fs have Central Door Locking. Through cables have been run down the train to permit control of the door locking throughout, and the external doors on the Mark 1 vehicles are fully locked.

There is therefore no emergency egress from the Mark 1 vehicles short of breaking a window, passengers entering and exiting from the doors on the adjacent Mark 2Fs.

My objection is that locking passenger doors (with no means of emergency release) is completely against the rules. It was deemed a contribuory factor in the 1868 Irish Mail accident under and when it was found some staff were still unofficially practicing it in the 1970s as a means of segregating passengers on sleeping car trains (it was a contributory factor in casualty numbers in the Taunton Sleeping Car Fire), BR made it explicitly clear no doors were to be locked on vehicles in passenger service in any circumstances.

WCR are sealing people into these Mk. 1 carriages with no means of escape in the event of an Emergency that required the carriage be evacuated. In the event of the train hitting something, it's possible that these cables get severed thus preventing the use of the doors as an escape route.

Couple this with poor reviews on trip advisor and trust pilot of the trains being dirty, unclean and food not being a high quality dining experience, overall it's not safe and not worth the money. There are other heritage railway providers who have gladly installed central door locking, the trains are clean, high quality and much better than WCR.

Lots of tourist destinations like Fort William and Mailag complained when the Harry Potter/Jacobite train might not run due to the exemption not being renewed...but the safety of passengers comes before profits!

Read the following Wikipedia pages to see what other breeches of safety WCR have done:

(Look under history on the following page)

West_Coast_Railways

2015_Wootton_Bassett_rail_incident

Very very disappointed with the experience I booked the trip in December for our 30th wedding anniversary.1st class with afternoon tea (£28 each for a couple of sandwiches a couple of cakes and scone with jam and cream). The carriages that we traveled in were certainly not first class dirty seats / carpets and I don’t think windows had been cleaned for weeks. I paid over £200 for the poor experience I have messaged WCR and they don’t seem bothered what customers think.

I agree with the previous review. Exactly the same experience and nobody will even answer the telephone. Disgraceful behaviour and I wonder who is in charge of the non existent Customer Service!? Obs nobody. You don't deserve the business frankly and that’s what will happen - no more business. A niche expensive service that needs to be run properly. You've completely ruined all our plans and we've heard nothing form the so called ‘Complaints Department’! Shame on you as a company….. I am appalled. On here you have a staggering 70 percent 1 star in reviews somebody needs to get at grip!!!!!

WCR doesn’t give a s#it about customers.

I bought my mum and dad tickets for the bagoshite steam train last year for their Christmas, they were booked for June. WCR cancelled a week before and kept everyones money to the day before the journey, then refunded it. The Office of Rail and Road said heritage operators, including WCR were told "several years ago" that in order to operate after 31 March, they must either have central door locking - as opposed to hinged-door carriages - or would need an exemption.
WCR's application for an exemption failed and they made a claim for judicial review.
Despite this, WCR chose to sell tickets when it was far from certain that a new application for an exemption would be granted, either in time for the commencement of services or at all. It’s greed, pure scummy greed. Keeping customers money to the last second. Keeping customers not knowing whether to cancel hotels, car parks etc.

I was booked for the 6th May on the Jacobite Train which the company cancelled at short notice. Tried to email and phone them on numerous occasions but could never get a reply to either. They have indicated that they have processed my refund but as yet no money in my account. Have emailed them again but will I get a response? I think my next step will have to be trading standards if refund is not forthcoming. Very very disappointed with the company and having been looking forward to it for so long it I am feeling very annoyed

Total rip-off so avoid disappointment. Booked myself and my partner for a love of Scotland and big-fans of Harry potter. Off to a poor start with poor information on the train station itself in terms of parking, platform and directions (keep in mind a tourist solely coming to this place for this experience). Once on board, carriage windows haven't been cleaned for years so extremely foggy looking out and full of scratches, basically couldn't take any good photos from the window at all. Carriages extremely tired, stained and uncomfortable (we bought the standard 65 per person costing us 130 total). My guess is the high-ticket price is knowing you won't go again, which we won't. Very disappointed.