Saphos Trains Reviews 54

What a difference this was from a previously enjoyed, relaxing ‘Classic Steam Experience’ with Saphos Trains.
Firstly we had no information regarding on which station platform the train would arrive, although once on board a sheet containing this was handed to us. The booking literature clearly states there is only a maximum 2 minute stop at each station, so we needed to know which of Temple Meads 13 platforms to be on. Station staff had no knowledge of the train’s arrival, as it was not on the timetable and it took (increasingly anxious) enquiries with 5 different personnel to discover where it would be. Next there was a problem with the locomotive, due to steam haul us from Bristol to Shrewsbury. We fully understand problems do unexpectedly occur and while we were promptly advised of this and that as a result of being diesel hauled, we would arrive at Shrewsbury almost an hour earlier than scheduled, the journey was not the relaxing, luxury trip anticipated. It certainly was ‘not as described’! The ancient diesel rattled and shook us (and the crockery on the tables) through the possibly beautiful Welsh Marches, with no chance to enjoy the views as the demonic driver hurtled through the countryside, at white knuckle speeds. Clearly ‘on a mission’ he got us to Shrewsbury an additional 30 minutes early, which resulted in a wait outside the station for half an hour before we were able to reach a platform and disembark. Thankfully the return trip was more in line with expectation, as the steam loco was so much smoother and the driver less committed to breaking World Speed Records.
As on our earlier trip, the on board staff were superb; professional, yet friendly and smiling throughout, despite the obvious stress of having to deliver our meals safely to our table (rather than our laps) while having less time to do so on such a meteoric, rough journey.
I emailed Saphos details of the trip 3 weeks ago, but have not even received an acknowledgement. Surely I am entitled to the courtesy of some kind of reply, especially given this is not a cheap day out - it’s cost being similar to a currently available all inclusive week in Spain, but Saphos have my money, clearly I am of no further interest!
To summarise, full marks to the staff, not so much the Company - maybe next time we want something different, we’ll go for the week in Spain.

Booked on lakelander trip 1st July 2023 wife take seriously ill two days before and taken into hospital phoned SAPHOS and was just told you know the cancellation clauses so your just have to claim on your travel insurance or give the tickets away to someone, day trips are not covered on most travel insurances so lost £700 have even emailed them and they couldn’t even have the decency to reply thanks SAPHOS

This is was our second trip to the English riveria . I thought your policy on these trains especially first class no shorts. Your policy allowing young man to board wearing shorts and trainers . He was allowed to put his feet on seats with dirty trainers and we observed six stewards approach to serve at this tablet and not one requested that he remove his feet from the seat. Other people commented on this behaviour commenting on how standards had appeared to have slipped. Will you please reply as I would like to book for next year and thinking of booking double table to allow us to put our feet on the seats. Once standards are allowed to start slipping this becomes a downward spiral.not good practice disappointed at standards allowed on this journey.

THE ONE STAR IS FOR THE DECOR IN THE PREMIER CLASS, we have been on many of these steam days out with other companies and Sophos do not come anywhere near the others. Mainly due to 'greed' on behalf of the company, trying to serve too many people, both breakfast and dinner took over 4 hours, even asking us if we wanted coffee when actually leaving the train at 9pm when they had started serving us at 4.15 in the afternoon. The young staff were badly trained, to say it was silver service was a joke the only thing one young man did each time was to try and give an empty plate held with 2 forks! he had more than one accident. The dishes were served on the plates, some were cold, others frozen solid so were given a knife to cut a mousse which would not cut it! It was definitely not a leisurely day out and went far too fast making you dizzy to look out of the windows and unable to have a drink or eat!! all timings were poor, said in the leaflet we would have a drink as soon as we got on, but nothing for half an hour and then another half hour in between the breakfast courses, a very long wait over an hour which they said was due to a lightening strike on a signal (everyone in our carriage said that was not true). then again we were thrown about because of making up speed, we were even going faster than the motorway beside us at one point! so less than an hour in Shrewsbury, had to be back at required time ready for food and drinks to be thrown at us from 4.15 - quality of food very poor too!

Unfortunately had to give one star! Told to go to wrong station after phoning twice to check. Booked a pullman carriage which was very costly but supposed to be luxury. Herded on train like cattle! Permanently stained cups, food not up to standard, hard sour dough toast you couldn't cut, bacon and salmon so salty inedible. Unwell staff coughing and runny noses. Delay after delay, change of route, 45 mins in Worcester (closest shops were 15 mins walk away). Supposed to have 3hrs in Worcester, only had 15 minutes. An absolute joke of a trip. Wrote to London office recorded delivery, two weeks later still no reply. Phoned number on leaflet and told to email letter to Crewe as London is the "accountants". Received a substandard reply accusing us of getting the station wrong. Stating that the change of route was beyond their control even though they were aware several days before the trip. Insinuated in reply that because a bad review had been left they were basically not interested! Had to write another letter as no answers regarding all the issues they did have control over like hygiene. AVOID
UPDATE telephoned Crewe office. Spoke to Justin. Will not release name of person who deals with complaints as they speak for the whole company! Exact words were I may or may not get a reply. Then when questioned about this was told I am putting words into his mouth. Did not receive a reply or apology, dreadful company. You have been warned. ⚠️

The one star is purely for the service and staff on-board the train. The journey itself was a complete nightmare. Below I have paraphrased my letter to Saphos and provided their recent response. I hope this is helpful to people considering a trip on this train. No compensation has been offered to date:

My letter:

For my mums 70th Birthday celebration, I decided that I would try the Saphos steam train journey from Shenfield station (Essex) to Worcester on Saturday 8th April.

Firstly, let me start off with the good. All the staff we met onboard the train were absolutely wonderful and I would not want this complaint letter to be seen as detriment to them. The food and service on the train was exemplary.

My complaint can be broken down into 4 areas:

No communication regarding a change of route

When I originally booked the train journey, the literature informed me we would get 3 hours in Worcester to look around the area. However, when we boarded the train and looked at the revised timings, it became immediately obvious that the amount of time we were to have in Worcester was actually about 90 minutes. This was due to a re-routing of the journey due to the Oxford Viaduct issue. I understand this is not in Saphos’s control, but why was it only once we were on the train that we were informed of this? Then due to a number of delays on the journey, when we actually arrived in Worcester the amount of time communicated to us, to see Worcester, was approximately 40 minutes. Which was not enough time to get to the Cathedral and back. Then once returning in 40 minutes, we were informed of yet another 30 minutes delay due to it taking longer to get the locomotive ready. How could they have not foreseen this when we arrived? If we had known we would have more like 70 minutes in Worcester we might have made it to the Cathedral.

No clear direction at the boarding station

We boarded the train at Shenfield, but on arrival train staff had no idea that a steam train was due to arrive, we were actually informing them for the first time. We therefore had no idea what platform to stand on, where to stand on the platform.

No opportunity to see the steam locomotive (the reason for the trip)

I booked the trip for my mums 70th Birthday, she is very fond of steam trains, so imagine my shock when throughout the day there was no opportunity to take a photo of the locomotive.

No communication throughout the day, poor timing information

There was sadly very little in the way of communication, prior to the journey or on the journey itself. Let me break down where the communication issues arose.
1. As mentioned earlier no communication regarding the change of route prior to the trip.
2. No communication as to the delays we were experiencing, we felt we had to constantly stop staff to ask them what was happening. This should never be the case, staff either in person or over the tanoy should be informing the paying guests.
3. No communication that when we departed Worcester, it would be from the opposite platform to the one we arrived at.
4. No communication at Worcester as to the 30 minute delay

Saphos response

Thank you so much for contacting us regarding your recent journey on ‘The Cotswold Explorer’ to Worcester. We offer a sincere apology that the trip didn’t live up to your expectations but unfortunately numerous events entirely outside our control, and which could not be predicted, resulted in the train running late and being re-routed for part of the outward journey.

A couple of days prior to the tour we were advised by Network Rail that a viaduct between Didcot and Oxford had been damaged resulting in the main line being closed to all traffic so our train was diverted via Swindon and the scenic Golden Valley through Stroud and whilst this is a slightly longer journey than the original route through Evesham we would still have had a break of around two hours in Worcester.

The operation of steam trains on the modern rail network is very complicated and occasionally things outside our control can go wrong as they did on 8th April and we offer a sincere apology on behalf of Saphos Trains to you our valued customer.

Now people can make up their own mind.

But you won't see me on one of these again!

Cotswold Explorer trip booked as a pre birthday treat which turned into a bad day out!
Initial train was a diesel not steam. Very disappointed with not seeing the steam train at the station but advised it will be swapping over just past London.
Once at swap over point which was schedule for 20 mins the train sat in a siding with views of the industrial areas for over an hour. No view of the steam train which was also different from those advertised.
More delays due to a collapsed bridge which apparently happened 5 days previously so not able to take the scenic route as planned. Instead it was views of industrial areads, skips, warehouses and track.
Once arrived at Worcester was advised that we'd only have 30 mins and not the full 2h20m advertised. We rushed to find somewhere to grab some quick food and ended up in ASDA with a sandwich. Upon arriving back at the platform we were advised that there would be another hour delay. Had we been advised of this in the first place we'd have stayed a bit longer in Worcester to get some hot food.
Journey back was slow and tedious.
In total 7 hours on the outbound journey and 5h coming back.
Staff on board were really good with serving drinks and snacks which helped ease the journey a bit.
Lots of delays, never saw the steam engine, no scenic route, very short time in Worcester and a very tedious train ride. Complete waste of money and lack of communication from Saphos.
Book at your peril! I certainly wont be going with them again nor recommending.

Given wrong information when booking so went to wrong station and nearly missed train. Boarding was a free for all and should have been organised better. Food mediocre, sourdough toast so hard I couldn't cut it. Many delays, which although unavoidable, made for a long, tedious journey which left only half an hour in Worcester. The only saving grace was the excellent staff. Not an experience I'd care to repeat.

Wonderful Pullman dining experience, made extra special by the friendly, helpful staff on board. Highly recommend trip.

My wife and son organised an amazing trip on the English Riviera Express on the 16th July, celebrating my birthday - one of those big ones ending in a zero! It was steam hauled for the majority of the way. The service on board was exceptional as was the extensive menu, which being prepared on a rather hot day, in a no doubt somewhat cramped kitchen car, deserves a round of applause. A very special thank you to the staff serving our coach (D) Dave, Stephanie, Jan and another whose name badge I couldn't see. On the return leg, I got somewhat overwhelmed by the heat and one of the team must have had a word with the kitchen staff who improvised an ice pack from an icing bag. Many thanks to whoever sorted this. (Am looking forward to another trip already!)

We travelled to York 6th April, from the very start it all went pear shaped! The steam train was an hour late, due to problem with the diesel unit which meant there was no heating in the train and no hot water for drinks. This was resolved when the train stopped for water, but we arrived late in York and we had booked a timed tour of the Minster. Hard to believe but after being told to get the the station with plenty of time for the return journey, the train was nearly an hour late again! On the return the carriage lighting failed. We were going to book to go to Bath but based on this horror story I think we'll give it a miss.

Just had the most amazing day on the Severn Valley Enterprise trip on 8th September. Had the Fine Dining package and everything about it was amazing, including the weather!
Delicious food, lovely friendly staff, and everything had been done to make us all feel safe regarding Covid safety measures. Thanks to all the staff who served and helped us in carriage C, you made it very special.

Travelled on two of their tours recently on 3/6/21 and 1/7/21 and both have been excellent. The service onboard is fantastic and the staff excellent. Nothing is too much trouble and it seems they have been trained very well to look after the passengers. The condition of the carriages are fantastic and they have been very well restored and maintain. Here's to the next trip.

Wasn't to impressed, was let down due to in there words operational constraints. Yet still says on site fully booked, was informed on by letter post date 28th May. Yet they can't process te full refund until 3rd of June and after 3rd June can expect to see refund within 5 working days. Why wasn't the refund issued straight away as of 28th May is my question about waiting a week to process the refund.
Will see if refund happens.
I certainly won't be booking any journeys with them after this let down.
I called them 1 week prior to receiving the letter to enquire as to arrival times at the destination, nothing was said about any operational constraints despite being a booking for a table of 2 window seated. So I highly doubt it is due to Covid the constraints.
Deeply disappointed.
For there reference Booking ID 80523.
11/06/21 update: Even more disappointed and let down the afore mentioned letter stated refund would be completed on Thu 03 June, please allow 5 working days from that date for the transaction to be visible in my account. That date after 5 working days elapsed yesterday 10th June. Nothing showing from them, so called today and after Rachel checked outgoing, she refunds informed me they only process refund every other week and my refund was processed 10th June not the 3rd as letter stated.
Does this company even know what they are doing they clearly have no concept of Customer Service and the strength of there word sending out misleading letters and not honoring what they themselves stated.