Customer Care Policy
YORKSHIRE HERITAGE, YORKSHIRE HOSPITALITY
Elsecar Heritage Railway exists to preserve the railway heritage of the local area. We delight in visitors learning about and enjoying our heritage trains. Based in Yorkshire, we are proud of our local hospitality and strive to make all visitors welcome to our station and on board our trains. Whether visiting to watch the trains, for a cup of tea, to ride on the train, for an event, for a footplate experience course, or to volunteer, we will make you welcome. All of our staff are volunteers so remember to give them a smile too as they work hard to keep the railway running.
IN THE STATION
Our Customer Hosts are available in the station to answer enquiries, sell you tickets and serve in the shop and buffet. Please ask a Customer Host for any help you require.
A TRAIN RIDE
We rely on ticket revenue to keep our trains running, therefore every visitor must have a valid ticket, obtainable from our station, before joining a train. Our Porters and Train Guard are present to help you board and leave the train and the Guard is responsible for your safety during your journey.
We welcome all. Customers with disabilities or using a wheelchair are welcome. Please ask one of our station staff for assistance to board the train. As our carriages are from the 1950s they do not have wheelchair accessible doors, however on most services we are able to offer a ride in our Guard’s Van, through the wide parcels doors, and we have a ramp to make access easy with a Porter to assist you. Please phone 01226 746746 in advance to check that we are able to accommodate you on the day you wish to travel. A wheelchair accessible toilet is available on the station.
We welcome children of all ages (0-99!) and love to see the excitement of a child seeing a steam engine for the first time. Please ask our footplate crew to show you the coal and fire. Children must be under adult supervision at all times when on site to ensure their safety, especially on the platform, footbridge and when boarding trains. We stock a range of Children’s gifts in our shop and provide colouring sheets and crayons to keep young ones entertained during their train journey.
ON A COURSE
All course delegates will receive a safety briefing, be offered protective clothing and be given refreshments before joining the engine. Guests will be cared for by our Customer Host during the course. Delegates will receive a course completion certificate.
We welcome photographers and you are encouraged to take pictures of any of our trains and staff. Please respect the privacy of fellow visitors. We do not offer line-side passes as a public footpath runs alongside our line from which photographs may be taken. If you would like access to a non-public area, please ask a Customer Host and, if staff are available to escort you and it is safe to do so, we will try to oblige. When posting your photos online please tag with Elsecar Heritage Railway!
We welcome dogs in the station and on the train. Please keep your dog on a lead at all times. Please ask our Customer Host if you need drinking water for your dog.
We welcome feedback on your visit, so please feel free to make suggestions to our Customer Host, or you can drop us an email to email@example.com
PROBLEMS AND REFUNDS
Should any problem occur during your visit please immediately inform a Customer Host or the train Guard who will attempt to quickly resolve the issue. If necessary, they will bring the matter to the attention of our Responsible Officer who is in charge of running the railway on the day. We are not able to refund any ticket price when we have operated the train or provided the goods or service advertised.
PLEASE COME AGAIN AND TELL YOUR FRIENDS
We are delighted to see you at Elsecar Heritage Railway and do hope you will pay us another visit. We trust that your visit has been enjoyable, informative, hospitable and we have cared for you well. Please tell your family and friends and encourage them to come and visit us too. The money you spend with us directly helps us keep the railway running and to invest in growth, so the more people who visit us, the more we can do.
Elsecar Heritage Railway is a charitable trust. Why not become a member of the railway which helps support the work we do? Please ask a Customer Host for more details.
All our staff are volunteers, who give up their time and skills to make the railway a success. We are delighted to welcome new people, so if you would like to get involved, please let the Customer Host know. Operations roles do need safety and specialist training, with qualifications, so a regular commitment will be essential to progress to those.
Elsecar Heritage Railway Ltd. © 2020 – Charity No: 1101564 – VAT No: 895 4988 38 – Registered Company No: 4457467
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