A tour operator expressed strong dissatisfaction with a popular heritage railway attraction in the UK due to the poor condition of its carriages. Andy Lamb, the owner of Wales Outdoors, criticized the Snowdon Mountain Railway (SMR) for last-minute cancellations and subpar customer experiences on the historic train.
After venting his frustrations online, Lamb received mixed reactions from commenters. While some mocked his expectations of modern amenities on a heritage train, others showed sympathy for his concerns.
Established by professional mountain guide Andy over three decades ago, Wales Outdoors offers various excursions, including trips to the summit of Yr Wyddfa (Snowdon) via the mountain’s rack-and-pinion railway. However, Lamb announced that his company will no longer recommend the SMR to clients, as reported by North Wales Live.
Following a recent incident involving his clients, Lamb sent a detailed complaint to the railway company. He mentioned that despite assurances from SMR staff, his guests were informed at the station that their journey might not reach the summit due to high wind speeds. Despite the offer of a full refund, the party decided to proceed, only to be stopped partway into the journey.
Lamb described the conditions on board the train as steamy and wet, with windows leaking water. He expressed disbelief at the state of the carriages, highlighting instances where passengers had to deal with wet seats and poor visibility due to the leaking windows.
While some passengers find the rugged experience part of the charm of a heritage railway, others like Lamb demand better customer service and communication. In response to feedback, SMR plans to enhance customer support during weather-related disruptions and upgrade its IT systems for improved group bookings and communication.
Despite SMR’s efforts to improve passenger comfort and safety, Lamb remains critical of the railway’s management and has decided to sever ties with the company. The railway emphasized that safety is their top priority and that they are committed to providing a safe and enjoyable journey for passengers.
As part of ongoing improvements, SMR is partnering with Vennersys to streamline operations and enhance the overall visitor experience through modern ticketing and management systems. This move aims to provide a more personalized and efficient service for passengers.
Although Wales Outdoors may have parted ways with SMR, the railway continues to invest in maintaining and upgrading its rolling stock to ensure a safe and memorable journey to the highest point in Wales.
