North Yorkshire Moors Railway Avis 33

Had a lovely day travelling up and down the line. a very busy day as some trains was cancelled no problem it happens but my gripe is the dog owners who think it is o k to have a dog on a seat and put nibbles on the table for the dog people get dressed up to go out and don't want to be sat in a seat with dog hairs still a good day

Had a super day today, goathland to Pickering return, lovely helpful knowledgeable staff. Slightly pricy but worth it for the experience.

So who finds it hard to put up a Timetable for the Diesel Gala that is due to take place in 10 days. When you go on the website to book tickets it says to download the timetable from the website. So you go to the website and the timetable is not able to be located.

Someone can put the information onto the website ticket page but not the part were it is needed most so only 2 stars I am affraid, Learn to use technology now as it is the future even though your re creating the past.

We had a wonderful day out. Upon booking we thought it a bit expensive but it was a birthday.
At the end of the day we both agreed that it was actually fabulous value for money. We booked the Sunday lunch pulman dining experience. We were on the triain for 2 1/2 hours, the three course lunch and coffee with a chocolate was plentiful, fresh, hot and restaurant quality. (best roast potatoes I have had in a long time). The staff were lovely and sunny.
Might go again next year.

It’s fantastic to have volunteers to help run this railway
I have one complaint and feel bad about saying it but it was mentioned a few times by other travellers as well on the journey that the windows on the carriages where absolutely filthy
While we were on the train at Pickering Station thinking that the windows were a bit grubby, a chap arrived on the platform with a dirty wet cloth and rubbed down the windows which made them even worse
It’s a shame when there is such beautiful scenery to see, it did ruin the journey somewhat

Probably the best preserved steam railway in the UK. Really well run, links to mainline so decent engines can visit and there are nice places to visit.
The recent 12.month revisit ticket is a real bonus and we have used it a few times since purchase.
Suprised to see the Santa Special in January which was an added bonus.

Our first time on the Pullman dining. What a fantastic experience. The staff were so helpful and friendly. The food was absolutely beautiful, we will definitely be going on this again

We took the train from Goathland to Grosmont then walked back along the Rail Trail.

The tickets cost £12 each, which we found very expensive for such a short journey.

Had a lovely day on the train to Whitby and back the steward (rob) was very knowledgeable and so concerning to our dog crumble he made space at the crews table for us he kept checking on her and bringing water and treats credit to him and all the other volunteers for the work that they do thank you again rob we will be back Mark bev and crumble

A great day out but did think that £45 per person (no concessions ) was a tad expensive. However this gives you an annual pass that you can use as often as you want within the year. We used it for 2 days so not bad value, but since we're from South Wales doubt that we will come again during the year. Was a bit disappointed that you have to pay each time for a dog (£3)..they're not covered in the annual pass.

I run a social group in York and seven of us decided to go on the steam train from Pickering to Whitby for a day out.

My social group is web-based, and I posted information about the trip several weeks ago together with the price of £22.50 for a day ticket and £45 for an annual pass, as per the website. Because the website is so very complicated and difficult to manoeuvre. I decided to collect money from everyone and buy our tickets on the day.

When I arrived at the station 2 of our party had not arrived and so when I got to the front of the queue for tickets I requested 4 tickets and swiped my card, I was then handed a timetable with the receipt attached. The late arrivals then arrived, so I bought 2 more tickets, swiped my card and a further timetable complete with receipt was passed to me. I have to add here that several people in the queue were complaining about the complexity of the website, even the man behind the desk said it was too complicated!

We then boarded the train and it was only at that point that I realised we had purchased annual passes, which we did not want.

I contacted your office first thing Monday morning in order to obtain the necessary refunds and was told that not only were all tickets for a day £45, but also the annual passes could only be used when I was present as I was the holder of the barcodes!

The whole situation has got totally out of hand, I am now extremely out of pocket as understandably the members of my group do not wish to pay twice the amount that was requested of them, your website is dire and does not give accurate and clear information and to make matters even worse the customer service representative said that it would not be possible for everyone in my party to have individual passes and it will be necessary for me to travel with them throughout the year, which is verging on ludicrous.

I have written to the railway and received a less than adequate response.

I have to say at this point that failure to come to a satisfactory conclusion will leave me with no alternative but to contact Trading Standards for misrepresentation.

Be aware the afternoon tea-not refundable even though changes are made by nymr with little notice.

We have booked and paid for the pullman dining afternoon tea steam locomotive costing £220.00 for 2 people.

I have just been informed at very short notice of the change from a steam to a diesel locomotive due to weather conditions which are out of the customers control. This is not what we paid for ....not what we booked.... this change has lessened our excitement for the trip it was our highlight of yorkshire visit this is now we feel expensive trip for a diesel locamotive. The change has altered the experience we booked. For it to be changed is hugely disappointing and not what we paid for. We feel we no longer wish to go due to the changes. Read the terms ***they will not refund you.....regardless*** this is customer service at its lowest customer satisfaction is clearly not a priority to them if changes are made which are out of the the customers/nymr control it should be made refundable we have now paid for a trip we no longer wish to attend due to changes made by nymr as it alters the experience we wanted and booked but now have a choice of going on an expensive afternoon tea which is not what we booked or paid for and are no longer looking forward to due the the changes made or losing £220.00. This was a special treat  which I now regret booking. I would neverhave paid £220.00 for a diesel locamotive......Customer service is clearly lacking.

***Nymr have refused to refund us. So please be aware any changes that nymr make which alters the experience you booked are not refundable. Expensive mistake made by myself I will not be booking again and will not be recommending to friends feel totally ripped off***

After speaking again to customer services we have been given the choice of going on the diesel or losing our £220.00 ..... although it does state in the small print that they can change engines and as the customer services stated she also stated it doesn't advertise a steam engine pulled carriges when booking it however on there website they advertise carriages been pulled by steam engines in all advertised photos so there you think you are booking a steam engine not diesel......also why would we be contacted informing us that they have changed the engine from steam to diesel if we hadn't have booked a steam engine...... also in the e mail was that it could notrefunded as the food has already been made - 3 says in advance of the booking ....
Customer service is shocking
Had I have known it will be a diesel engine for 220.00 I would not have booked as this in my view is extortionate..... the option of cancel and refund should be available to customers when changes are made by nymr .... I was told by the customer services that although the engine has been changed it will not alter our experience and it is still the same I beg to differ there a great deal of difference between a diesel and steam locamotive..... .... it alters the whole experience itis a diel engine not steam.....
I/we are more than dissappointed which is a massive understatement at the way nymr treat customers who have paid alot of money for an experience nymr are not providing. Although we understand the reasoning why the change has been made there policy needs to be updated with the added options of refunds/rebooking in the event of changes out of the control of the customer so customers are not ripped off.

This has made a special experience and occasion not so special anymore.

Revised

Spoke again to a very pleasant customer services who has taken on board our concerns. Although this does not change or alter this visit.

The food was good-although concerned after the email recieved, the staff were amazing and attentive the carriage was beautiful, the route well planned and yorkshire countryside stunning BUT it still was not a magnificent majestic steam engine ..... and you could tell this in the carriage too so yes it altered the experience.... that part was a let down although understand the reasons why still feel nymr policy should still be altered accordingly.
***reluctantly went on this trip ..... diesel engine.... not impressed sounded like you were taking train to London .... train horn all the time. Big difference between a diesel and steam locomotive very apparent on the trip. Not the horn of a steam locomotive - big difference ..... to say there were no steam trains allowed due to risks heard plenty of them out an about throughout our stay just not on our trip. Food was nice carriage was beautiful staff accommodating........ still expensive not what was paid for no steam locamotive. Would not book again at the risk of not getting what was paid for ***

A brilliant experience. Wonderful staff, great service and first class experience. Helpful staff with my elderly mother. Made her day. Thank you.