What a great experience. A day on the Northern Belle, great service, excellent food and drinks. Travel by rail in style!

Went on a circuit of Cumbria on 23rd September. Was originally meant to include a return leg through the Dales on the Settle-Carlisle line, but had to be changed due to engineering works on the line. For us, the alternative route down the coast was even better and so we were very happy with the change.

Throughout the whole journey the attentive staff were outstanding and the food and drink to genuine fine dining standard. The carriage was beautifully presented. Yes, it is expensive, but you don't mind if the experience exceeds all expectations as this one did. Strongly recommended.

Awful customer service, no one responds to you and if they ever do it is the worst kind of media trained, politician like word salad!

“We take complaint’s seriously, thank you for your feedback blah blah blah”

We went on the Historic York trip from Ipswich.

We will NEVER be using you again and will warn anyone we can about your customer care!

1st problem - the email regarding timings was wrong - they corrected this with another email

2nd problem - we were told that we would have to bus from Ipswich station as the lines were closed - this adds considerable time to our trip and to our getting up time (which was 04:45) to arrive in time for the replacement bus but we didn’t want to cancel as it was a special trip on a special date for us.

3rd problem - on arrival we were met by a gentleman who was the representative of Northern Belle. He did not have our correct names (we were down as Senior and Senior?!) my name is the same as my fathers so I put Ronald frith senior and Ronald frith junior!

4th problem - on arrival to our table the ladies sitting opposite were kindly given a card thanking them for their many bookings. My father and I have also booked several times previously- we got nothing! If they are going to thank guests for booking again, do it for everyone or not at all.

5th problem - this is the largest and most serious of all

Upon arrival at Norwich station there was no representative anywhere to be found! Our replacement bus had crashed into a bollard so was unable to take us home to Ipswich! The driver seemed in shock and could give us no information regarding getting home, the rail staff didn’t know how we could get home as the buses the railway were using were already full

We had no person from your company to call on or to help so 45 of your guests were dumped unceremoniously at Norwich station then totally ignored, no representation of Northern Belle whatsoever, no answer from your phone lines either.

How did we get home? Well, we had to catch a taxi from Norwich ( after three taxis simply refused to take us to Ipswich as it was “too far”) and after recruiting another 4 of your disappointed and desperate “guests” we managed to split the cost of a £120 taxi fare

I had a taxi waiting at Ipswich station at 23:30 to take me and my elderly disabled father home. We caught it just in time, no thanks to you or your company

I am disgusted and furious that a “luxury premium” excursion such as you pretend to be should end in such a way and it ruined the entire experience for us and for many others.

It is disgraceful to unceremoniously just dump 45 people that have paid a large amount for a “luxury” experience

This was far removed from any such thing