Northern Belle Reviews 

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

I was yesterday informed by email and text that my booking at the beginning of July has been cancelled. While I understand that unexpected disruptions like line maintenance can occur, the way this was handled has been truly appalling.

There was no apology at any stage—not in the cancellation email, not during the phone call, and not in the acknowledgement of my follow-up email. The tone throughout was cold, dismissive, and completely lacking in empathy or basic courtesy.

The cancellation message bizarrely described the suggested alternative trip as “exciting news,” which was frankly tone-deaf. I had booked the original journey for my 70-year-old mother’s birthday specifically because it did not require leaving the train due to her mobility issues. The suggested alternatives involve hours off the train and extend the day significantly, making them completely unsuitable.

I called the number provided by Northern Belle “for help”, which I did not receive. The representative told me that he had no authority to cancel the booking, and that this had to be done in writing. When I asked if this could be done over the phone, I was told flatly that this was “company policy.” Unhelpful, inflexible, and unnecessarily obstructive.

I then emailed to cancel and complain about the poor customer service, as instructed. Ironically, the same representative who told me I had to email was the one who responded—simply stating my request had been “passed to Head Office” and that I should allow 28 days for a response. No confirmation, no indication of timelines, and still no apology.

I’ve been left feeling as though this is somehow my issue, rather than a situation entirely caused by Northern Belle.

To top it off, the cancellation email mentioned a gift card if I didn’t switch to another trip, but said nothing about my right to a refund or compensation despite these being clearly outlined in the company’s own terms and conditions.

So now I’m left with no trip for my mother’s birthday, little time to arrange an alternative, and no clarity on when I’ll receive a refund or the compensation I’m owed to enable me to make other arrangements.

From a company that markets itself as a premium experience, this has been anything but. A situation that could have been entirely avoided by adherence to the most basic of customer service standards. Not good enough and recommend avoiding. I am incensed!

This was my fifth trip on the Northern Belle train and yet again it was superb! You are greeted by your stewards on a red carpet to board the train. Seats very comfortable and windows huge for the amazing views. The stewards cherish you from the moment you climb onboard. Food and drinks are incredible. I’ve been on the steam trip from Chester/ Wrexham to Carlisle four times and up to The Royal yacht Britannia once. Nothing is too much trouble. For a trip of a lifetime or in my case, my yearly trip, you cannot beat this experience. Highly recommended.

The whole day was a disappointment !
Poor cramped seating , dodgy food ! We were promised champagne and got Prosecco instead !
I would not feed a dog or cat the food !!!
I want some kind of monetary refund for our misery !
Add insult to injury NO Steam train

Went on Xmas lunch trip 2024 , had one song played to our table ,one magic trick.had to listen to train driver on his way home for 2 hours talking to his son on next table ,after complaining to manager the son was told of my complaint by a member of staff and we received a torrent of abuse from him. Lunch was only ok would not go again.P.S. Company did not reply to my written complaint and there was no steam train!

HAD A BAD EXPERIENCE 3 MONTHS AGO WHERE STAFF WERE INEXPERIENCED BAD MOUTHING MANAGMENT AND THE OWNER. WE WERE DELAYED FOR NEARLY 2 HOURS AND COULD NOT GET A DRINK AND STAFF HAD NO IDEA WHAT TO DO. OUR CARRIAGE WAS FREEZING AS WE WERE NEAR THE DOOR OPENED FOR PASSENGERS TO ALIGHT WHILST WE WERE STOPPED. WE FINALLY GOT A COMPLINTARY GLASS OF CHAMPAGNE ONVE WE HAD SET OFF. I HAVE COMPLAINED SEVERAL TIMES TO THE OPERATIONS MANAGER. WE WERE TOLD BY THE DUTY MANAGER CHLOE THAT WE WOULD BE OFFERED SOMETHING THE NEXT DAY. WE ARE STILL WAITING . OVER £400 EACH FOR WHAT WAS MEANT TO BE AN EXPERIENCE OF A LIFETIME. I UNDERSTAND THINGS GO WRONG IE DELAY BUT IT SPOILT OUR EXPERIENCE BECAUSE IT WAS NOT HANDLED PROPERLEY AND THERE HAS BEEN NO CONTACT BACK WHICH HAS MADE THE CUSTOMER SERVICE NON EXISTENT. WE WERE NOT ASKING FOR THE WORLD BUT COMMON COURTESY AND MAYBE DISCOUNT TO GO AGAIN TO EXPERIENCE WHAT SHE SHOULD HAVE AFTER LESSONS HAD BEEN LEARNT. MAYBE THEY WILL NOW READ THIS AND TRY AND SORT SOMETHING THAT COULD HAVE BEEN RECTIFIED WEEKS AGO.

Overall a dissappointing experience that did not live up to expectations of the brochure. The carriages are beautiful, although a little cramped, be aware you are stuck at your table the entire trip there is no space to walk around. Staff were generally good, some perhaps a little inexperienced. At the start of the journey you felt they were attentive but this deteriorated as the journey progressed I imagine as there were not enough staff to carry out all the duties and serve food etc. they all looked a bit harried as the day progressed. What started out as a personal service later become akin to a bad budget airline or a school trip. Everything felt poorly managed including the meal and waiting times between courses which was long, until the end when everything was rushed and you barely had a chance to have coffee (luke warm at best) before it was time to get off at your stop. Petite fours, were two non descript truffles that were thrown on the table in a takaway box after the coffee as you were leaving. The food was by far the biggest let down. It was pretty tasteless and poorly presented. No thought or creativity had gone into the menu and what was served was poorly executed. It's a mystery how everything could be so tasteless. By no stretch of the imagination was it the fine dining experience it claimed to be. The canapes and blini were already on the table when we boarded half an hour or so before departure and it was a while before we were served any drinks. They didn't feel very fresh, they were dried out but soggy at the same time. Starters were obviously served straight from the fridge rather than room temperature. The vegetarian starter was particularly poor, a lump of stodgy, soggy puff pastry with a tomato and pieces of onion on top. The main course was served cold, maybe barely warm with the chill taking off it which was very bizarre as it was a traditional Christmas type main course. Far too much salt in the soup, everyone commented how salty it was and the alternative had no taste at all. The cheese was the best tasting course, although by the time it got to our table it did all look a bit of a mess.
It was an unforgettable experience, just unfortunately not for the right reasons. I certainly would not go again it just does not live up to the hype and overall the meal is substandard for any type of dining experience let along what is suppoed to be fine dining.

Pretty carriage but food generally nothing special. Paid for KRUG class but this seemed only to upset nearby group who demanded we shared champagne and as one got drunker,that we should buy them wine. Train staff only able to suggest a move away from supposedly superior Glamis carriage. Overall a very expensive and depressing journey. This is not what I call luxury travel

On the 26th October 2024 we travelled on the Northern Belle from Nottingham to Carlisle. A big thank you to the Chef and staff for their excellent menu, hospitality and service, especially for their Apple cinnamon and yogurt done it was of a 5 star standard. Also a big thank you to all other staff and big shout out to Barry and Zaina for making the day extra special for our Autistic Grandson. From the Parker-Fox family.

EXCELLENT
Trip to Edinburgh starting from Huddersfield. Barry's team looked after everyone on this long trip which the time passed quite quickly with champagne, lovely food for both the gluten free and vegetarian guests. everyone very bubbly and nothing we asked for was a problem. Return trip was very entertaining with the musicians through the carraiges, again the food and drinks were superb and all passengers had fun. Would go again PDNR

Boarding the glorious Northern Belle to Ascot from Manchester Victoria. Standard £1400 for two. Staff upon Arrival,Service and departure were Amazing. Food was Fantastic excellent quality Train seats were comfy and stunning inside.Couple of negative points that for the money spent these things should never happen and shocked me. I requested last year my wife had an allergy to shell fish. Shrimps were Served to her. She wasn't the only one.These are really serious issues and need addressing. People in our carriage were fantastic. The Trip back was awful apart from the food and Staff The heat in the carriages was unbearable (Harlech) for 6 1/2 hours travel. Arrived home 0120. Need to make passengers comfortable it's 2024. There was Also a competition for best dressed lady which none of us were aware off. Who Chose the winner.?information should be given before or upon Arrival. I would use again but not in the summer. Or Ascot.

We took the northern belle from Doncaster to the royal yacht Britannia and travelled in Krug class
The food and excursion were excellent however service could towards the end of the trip have been a little slicker we didn’t get our coffee until 10 minutes before we were due to disembark and the petit fours advertised on the menu never materialised instead we were hurriedly given boxes containing 2 quite mediocre chocolates not what we expected
We were told we would receive a memorable gift on departure but we got nothing !!
My advice would be that Krug class is not really worth the extra money as all the carriages are nice and we couldn’t drink an extra bottle of champagne anyway as there is plenty to drink !

I have emailed my concerns to northern belle but they have so far ignored me and fora trip costing well over £1000.00 for a day this is simply not good enough
We would go again but we wouldn’t pay the extra for Krug class it did not live up to expectation

In 2020 our Family very kindly purchased a trip for two on The Northern Belle, for my Husband's Birthday (their Dad, Dad In Law and Grandpa), knowing that it was something both he and I were very keen to do. Then, Covid hit and so it was cancelled. The booking period was quite rightly extended significantly. Very sadly though, post covid, they put their prices up so much that the gift, which had covered the trip for my husband and myself, now only covered him + a Teddy and a pen. We're not well off and couldn't afford the vast amount that we would have needed to pay for me to accompany him, so today my husband is making the trip alone. He sent some photos and it looks as though it could have been an amazing experience...but for us it was spoilt. That saddens us both, because of the huge effort that our Family went to in providing us with such an opportunity and because we were so looking forward to it, especially as it's our Golden Wedding Anniversary this year.

I booked this for my parents, special birthday. It was a round trip involving the steam train and luxury dining experience costing £750 plus a further £90 for a table for two.

I got an email a few days later saying that although there had been availability for a table for two, there now wasn’t, and what did I want to do, trying to cancel as I felt the email was rude saying it’s better to phone them when you book, almost blaming me that they have overbooked.

From the start it was a Amazing staff was Waiting to welcome you on board
All the staff was amazing
The train is Beautiful
The food was out of this world
Thank you
Gary & Sharon Watkins

Booked for grandads 85th Birthday, on actual birthday. Cancelled 4 days before trip. Basic email, no reason given
Tried to call but office obvs. shut early or just not taking calls. Ruined his birthday, been looking forward to it for months. Shameful.

I write in relation to the Northern Belle Company and the aborted Cheltenham Gold Cup Day Train Experience March 2023. In short, Northern Belle promised to deliver a race day experience costing £695pp, which was not fulfilled. A major selling point of the experience focuses on a six course fine dining experience on the return journey. Within ten minutes of the commencement of the return journey customers were informed this was not going to occur, and they would have to alight at Reading and make their own way back to London using another train operator. There was nothing wrong with the train. There was nothing wrong with the train lines. National rail was blamed. In retrospect there was indication that the event was not going to go ahead as sold/planned. (1) Due to other trains taking priority, the journey going was delayed reducing the race day experience, (2) the table layout was set four courses light and (2) the "memorable gift on departure” was left on the table. I do question whether the company knew well in advance that the event was doomed from the start, but of course refunding a customer in full prior to the event would not have suited. By way of compensation Northern Belle offered £50pp plus 20% reduction on a future booking. In quantifying the day, £50 compensation is not acceptable. After several communications with the company, allowing the Directors six weeks to consider the true circumstances and their responsibilities to their customers, I have received no response. I therefore deduce that it would only be fair for me to share this knowledge with others who potentially may consider booking with this company. Please steer clear.