Northern Belle Anmeldelser 36

It could have been great. Second time on the hull to Edinburgh trip. Cold food , cold train, staff not trained, what’s worse is no reply to any emails ever. Even the director on companies house doesn’t reply. Such a shame. It’s far from 5 star in everything but price xx

Christmas lunch from Glasgow.

This was my 2nd trip on the Northern Belle. The 1st trip was great the 2nd time it was very disappointing.
The customer service afterwards was very unprofessional.

To start our trip the toilets were blocked. There were no hand towels to dry our hands after washing them.

I had ordered a cocktail about 1.5/2 hours before getting off the train, as we were advised the bar would be closing. I never received my cocktail.

I also asked for a bottle of water which I never received. 

By the time the staff arrived at our carriage the cheese board was half empty. I had asked for some Peakland Blue cheese and was told rather rudely that, by the time the cheese board had been to the other 5 carriages this was all that was left. With no apology!

We didn't even get to eat the cheese board, as we were advised that the train had already arrived at Glasgow Central and we had 7mins to exit the train before it continued it's journey to Edinburgh!

Therefore we also never received any tea/coffee or Petits Fours.

This caused great disappointment as the trip was a special birthday treat.
The service was not good. It definitely wasn't the' Most Luxurious train journey' as advertised.

Overall experience was very disappointing. Advertised as a 9.30am - 7.30pm trip from Chester to Chester. The train only arrived at 11.15am and then missing out the Wrexham stop completely leaving passengers standing on the platform. Return time was 11.45 pm - 4+ hours later than advertised. There was little or no customer support provided to keep passengers updated. The steam train part didn’t happen at all. Staff on the train itself were helpful, food was mediocre, the stop in Carlisle was cut from 3 hours to 1 hour and we were then left waiting on the platform for the train again for another hour. Overall the experience was like the train equivalent of Fawlty Towers. Definitely not the luxury trip advertised and very poor value for money.

What should have been a magical pre Christmas dinner experience combined with a luxury train journey as an early Xmas present from my partner, turned out to be a terrible experience with sub standard food, service and value for money. A meal that defied the trade descriptions act and subsequently a complete disregard for customer service, with non existent responses to my complaint on the 18th December, other than a generic "If you could please allow up to 28 working days in order to receive a response."
The 28 days has passed and no response and despite promises of a call yesterday and today the 27th January none have been forthcoming. Northern Belle treat customers with distain and do not deserve to be in business

Food was awful for Christmas dinner advertised with golden orb potatoes but with one golden orb and mashed potato block. No fresh veg on plate. Cheese board slopped on plate. No answer to emails sent since December, guess they won't answer us as per the previous review. Poor show for a 1350 quid trip for four

I would like to cover a trip we had in November of last year. It was the Christmas lunch experience from Glasgow. The reason i write now is that despite multiple attempts to engage with the company on the issues seen, they have chosen to IGNORE every attempt i have made to contact them via email & phone. I have had emails acknowledged with promises of feedback, nothing, ive left vms's -nothing. Ive talked to 2 people who stated that they would have someone call me, again nothing. We had 2 seats booked on the Glamis carriage for a fine dining experience. Overall our experience started very well and we enjoyed the experience up until the last 30 minutes. Early on in the journey the toilet in our carriage broke down which caused queuing issues but this was not a major issue. The staff started out as very nice, accommodating and helpful. The service was slow and there as a long wait between courses, this again was no issue as we assumed this was normal. However as we came towards to end of our trip the cheese board arrived. Firstly I was told that today they had no blue cheese on the train today? Not good as it was advertised but made worse when 5 mins later I talked to a passenger (awaiting the toilet in a queue that passed my seat) from several seats away who had said that he had been given the last of the blue cheese – so it was available. I accept things run out but I do not expect to be lied to regards this. This issue was compounded when within a few minutes of being served our cheese it was announced we would be arriving in Glasgow in the next 10 minutes. No one around us had eaten desert at this time and we were told that the turn around was “approximately 8 minutes” and we needed to get off the train. At this point we had food and drinks still with us, no coffee or petit four were offered or received. The staff were becoming more and more harassed due to many complaints and dissent. One member of staff commented that they were understaffed for the trip.

Overall it was a trip that started well and ended very poorly. This has been compounded by the total lack of customer focus by ignoring all attempts to find a resolution to the issues seen. I am not a serial complainer but this was an expensive luxury experience that ended up with an incomplete service and demands from staff to “Get off the train”.. A very sour end to our day.

This company is unprepared, unprofessional and unresponsive. PLEASE think twice before booking any trips with them.

Still waiting a reply after 3 emails sent, very disappointing as over 2 hr delay and no apology although staff on train very nice along with the food. For an expensive trip ,the courtesy of a reply would be very welcome

Steer well clear of this train. We paid £400 ahead to wait for 2 hours on the platform, food was rushed , canapés were dry and stale , main course warm but not hot, wine arrived mid way through the main course , chutneys arrived we had finished the cheese and the desserts were not fresh. Made a formal complaint but after 4 weeks still haven’t had a response from the company ! It’s an absolute rip off. Next step for us is the rail ombudsman to recover some of the costs .

My companion on this trip
Lives with MS and has poor mobility.
When we went to embark there was no ramp available to enable her to board on her mobility scooter. She had to be physically pushed and pulled aboard. This took several minutes during which time one of the guards at the station was openly annoyed, stating at one point that the train had to leave immediately although one of the helpers was still aboard and not a traveller on the train. This experience was unsettling and need not have happened had there been a ramp available.
Once on board, the atmosphere was completely different. The team looking after us was Arwen, Tommy and Callum. They were attentive and engaging throughout. Food and wine were delicious and beautifully presented. We were sat with delightful travelling companions which added to the journey.
My companion and I had been seated close to toilet due to her mobility issues. However the toilet closest to us went out of service early into the journey.
We asked for it to be opened towards the end of the journey so that my friend could use it, which it was.
At this point special praise for Callum. He assisted my companion in the most caring and sensitive way. He made practical suggestions to her which proved extremely helpful. He reassured her that she was safe. His patience was endless. It was admirable to see these qualities in such a young person.
These two challenging experiences suggest that as a company Northern Belle need to be more sensitive in how they manage travellers with mobility issues.
Although they need to be mentioned and addressed they by no means spoiled our overall experience. It was a luxurious and indulgent adventure and one which we would love to repeat.

The customer service from this company when things don’t go according to plan is appalling. I have travelled with Northern Belle before and thoroughly enjoyed the experience, but on my last trip we turned up at the station in good time for a 7.10am departure. On arrival we were told by the Northern Belle representative that the train would not be stopping here and we needed to take a taxi ( at our own expense) to another station or rebook the trip . We were at a very small station and the only information we had was from the representative, the place was deserted other than the 22 confused and somewhat annoyed passengers ,it was around 7 in the morning the company office doesn’t open until 9.30 so we went home intending to rebook
Since then I have had communication with Northern Belle and whilst they have refunded us in full, there stance is that it was our own fault we didn’t wait at the station (as they claim that the train did arrive an hour later ) and their representative didn’t tell us any of the above ! Wow I didn’t expect that from a so called prestige experience . I so wish I had exchanged details with some of the other passengers and recorded the events on my phone. I have seen a review on here from someone who I think must have been on the same trip as her recollection matches mine , I guess we both must have been hallucinating!

Not the luxury experienced promised and they have not even bothered to reply to my email of complaint. It’s a shame because it was a 60th birthday experience for my wife which has been tainted

Absolutely excellent trip on the Northern Belle from Glasgow to York on 28th November, 2025. The food was delicious, the attention to detail outstanding and the staff were wonderful. A really memorable experience.

I booked the northern belle from York to Edinburgh on 15/11/25 for my wife's 70th birthday and paid £1400, we had lovely seats and the food was great but the whole experience and surprise for my wife waiting for the locomotive to pull in the station was completely ruined when an old diesel engine trundled into the station pulling the carriages, this completely ruined the day and was not what I paid for, a total rip off from what was advertised and what I paid for.

Well what an absolute farce this has been this morning!

Arrived at Swinton train station for today's trip, Myself and my friend were not even on the list of passengers to be checked in, the man who was checking us in said that wasn't a problem as I had our tickets, but I wasn't happy that we weren't even listed.
We were then told there was a 2 hour delay, that no one had been notified about, due to planned repair works on the train line running over. We also found out that the return journey would not stop at Swinton due to planned repair works that night, some passengers had been notified of this and advised they would need to get off at Sheffield, myself and others were not notified of this.
We were then advised the train would not stop at Swinton and would go straight to York from Sheffield so we had to arrange our own taxis to York to get on the train there, this was unacceptable as we would have to pay for them and Northern Belle should have put transport on for us all to get to where we needed to be.
However, some passengers did do this at a cost of £67 per taxi, at their own expense.
We were told we could either get a taxi or transfer our trip to one next year!
We asked for Northern Belle to arrange and pay for the taxi transfers to York, we were initially told they didn't think they had enough money on their card to pay for them, then they booked 2 taxis. When this was confirmed they advised the train was stuck at Sheffield and didn't know when it would be able to leave and there are congestion delays at York.
At this point myself and my friend decided to go home. (many had already left before)

This has been ridiculous, no notification to my email or phone number about anything, the delays, the returning journey not stopping at Swinton. The expectation for us to make our own transfers to another station, at our own cost. and how much time in Edinburgh would have been cut short to accommodate the delays.
Absolute Disappointment!

We went on the northern belle from luverpool to Carlisle, the carriage was amazing the set up lovely. That's where the experience ended,I've been hanging back on this review until my complaint was dealt with which to date still no response. The staff were amazing, the food acceptable just. The experience was very flat we went over the viaduct without any knowledge over and gone no announcements at all. The carriage was cold throughout the journey ,I had to purchase boots from Carlisle in order fir my feet to be warm on the return journey. This was our second trip if it had been our first experience it would have been very disappointing. The northern belle has lost its way,no customer service to make you feel special,like the advertisement suggests very flat very disappointing very ket down. You need to rejig what you are doing and try to save face.

Our group of 24 older ladies had booked what should have been a special luxury day out on the Northern Belle from Wrexham on 20th September 2025. Sadly, it turned into a day of confusion, stress, and deep disappointment.

After waiting more than two hours, the train failed to stop at Wrexham altogether. Around 40 passengers were left on the platform with no explanation or assistance. The Northern Belle representative even left the station before the train appeared, and with the company’s phone lines closed on Saturdays, there was no way to get advice or reassurance. Some people abandoned the trip entirely, while others struggled on to Chester at their own expense and effort.

Those who eventually boarded by pure luck did not receive the experience advertised. Carriages had no heating or lighting, meals were rushed and lukewarm, and the planned three-hour visit to Carlisle was cut to a single hour. With communication virtually non-existent, what should have been a celebratory occasion felt instead like a constant battle with uncertainty and frustration.

This experience was sold as a premium, first-class treat. In reality, it fell drastically short of that standard. For the prices charged, the service and organisation were unacceptable. I could not recommend Northern Belle based on this experience.

My parents were bought a trip to Carlisle by my aunt and uncle for their 50th anniversary.
The train was delayed picking them up by over 2 hours. The lack of communication as to the nature of the problem was astonishing. At one point, it was advised that the trip had been cancelled and that guests should go home, which some did.
When the train eventually did appear, it didn't stop at the station. The 40-some passengers left on the platform were advised to board the next commuter train to Chester (by another passenger, not an official
announcement). When they eventually boarded the train nearly 3 hours late, they were met with no lighting in their carriage due to an electrical fault, and lukewarm food and drinks that they were rushed through due to the delays.
The planned 3-hour stop in Carlisle was reduced to an hour, and although they were told to be back on the platform for 3.30pm prompt, the train did not materialise until 4.15pm.
A member of staff had bought small battery operated lights for the return journey which was appreciated, but for £600 a ticket, unacceptable.
Amy and her team on their carriage were amazing, and kept the mood buoyant, but without them, this would have been an unmitigated disaster.
We realise that British Rail services take precedence over scheduled services on the network and can result in delays, but this was more than that, this was a fundamental breakdown in communication and customer service. For the price paid, it was honestly shocking.

If it was possible I would give a negative rating for this company. We made a booking for a trip on the Cumbrian Coast Steam Special for 4th April 2026 in June.
Yesterday we received an email asking if we were well and looking forward to our journey with them next year.
The next paragraph then went on to say that our trip had been removed from the schedule and was no longer running, in its place we were offered a “similar “ journey on the 18thJuly 2026.
As has been stated in other reviews this trip was for a special birthday and had been carefully selected, offering a different journey in July was not a suitable option.
Upon telephoning the reservation department we were made to feel that we were an inconvenience and that it was a take it or leave it option with no real apology or commiseration on our ruined event or even an offer of a good will gesture if we were to book this other journey.
To be quite honest I felt there was no empathy concerning our ruined celebration and felt badly treated by the company as a whole.
Upon sending an email asking for the trip to be cancelled and a refund arranged as suggested by Connor in reservations to their management team to comment on our experience this was answered by the same person in reservations who said he would forward it on to them and we would have to wait to hear from them.
No mention was made of the requested refund or when it would be made.
I am glad we have now cancelled as I have lost all faith in this company and wish that I had looked at previous reviews before I had made my booking in the first place. It appears to me that there is only one person working for Northern Belle as he answers the phone and deals with all the emails. Is there even a management department I wonder as they do not seem to deal with customers at all.
If a refund is not made in a timely manner I will be contacting my credit card company to request a chargeback for a service that has been cancelled by the company and not by ourselves.

We took the Scottish Highlands Lunch train from Glasgow on 13 July 2025. We had great experience, amazing service, very friendly, kind and genuinely helpful staff which is hard to find these days. Beautifully presented food and drinks, fell well looked after. All worth the money. The only complaint/concern - it's about the time the company got summer uniform for staff. It was incredibly hot and stuffy in the vintage train and the staff members were running all 8 hour back and forth the train carriage, they were dripping hot underneath those thick blazers. I understand you are trying to keep the brand but this is inhumane.

Very poor from the outset