SAPHOS TRAIN TRAVEL LTD t/a SAPHOS TRAINS
Conditions of Booking & Travel
Tickets are issued subject to the conditions below and your booking constitutes acceptance of these conditions
(i) All tickets must be booked and paid for in full, in advance.
(ii) Each customer is allocated a reserved seat and tickets are only issued when full payment for the tour has been received.
(iii) On-line bookings will receive a transaction number upon completion – this will be followed by an email confirmation which you should print off and keep for your records.
(iv) Bookings made by telephone will be acknowledged by written confirmation.
(v) We are regrettably unable to accept bookings where payment is by cash or postal order.
(vi) Special seating requests are welcome and we will endeavour, where possible, to meet the requirements specified.
(vii) We endeavour to ensure that tickets and confirmed timings are dispatched, approximately 7 days before the tour, however we cannot send tickets without confirmed timings and we rely on third parties to supply these. You are advised to check the ticketing information thoroughly upon receipt and ensure you are at your departure station in good time.
(viii) Unless specified in Saphos Train Travel Ltd. literature, your ticket price does not include transportation or entry to other attractions.
(ix) We do not accept ‘pay on the day customers’, nor do we offer part fares for any tours.
2) Refunds & Cancellations
If the customer wishes to cancel the following refund policy will apply: 43 days or more prior to travel – 75% refund will be given. 31 to 42 days prior to travel – 50% refund will be given. Less than 31 days’ notice – no refund will be given.
All requests for refunds must be made in writing to our office. In the unlikely event of a tour being cancelled by Saphos Train Travel Ltd. all monies will be refunded but no other liability shall be incurred.
We will be pleased to accept requests to transfer existing bookings (subject to availability) prior to 40 days before travel; however an administration charge of £20 per passenger will be levied.
On steam hauled tours every effort is made to run with the advertised locomotive however, in times of difficulty such as high fire risk, locomotive failure or restrictions imposed by Network Rail or other third parties Saphos Train Travel Ltd. reserve the right to substitute locomotives as necessary, including substituting a steam locomotive with a diesel locomotive. This will only be considered as a last resort and no refund will apply.
Saphos Train Travel Ltd. reserves the right to refuse access to, or remove from the train, any person or persons who are considered to be using inappropriate behaviour, affecting the safety of the train and its passengers, spoiling the enjoyment of other passengers on the train, or failing to comply with any reasonable requests made by a member of the train’s staff.
Neither pets (except guide dogs) nor bicycles can be conveyed on our trains.
Due to the relaxed nature of our tours and out of respect for other guests, we request that mobile phones should not be used in the passenger seating areas, but only if absolutely necessary in the entrance vestibules.
In compliance with UK law and for the comfort and safety of everyone on our trains we operate a strict ‘No Smoking’ policy, including electronic cigarettes. This also includes all station platforms whether covered or uncovered.
All luggage, cameras and personal effects are carried at your own risk and Saphos Train Travel Ltd. accepts no liability for any loss or damage.
If you have any issues during the tour please bring them to the immediate attention of the on-train management so that there is an opportunity to rectify the situation. If the problem is not resolved, then please put your complaint in writing to arrive in our office no later than 10 days after the completion of the tour. We will acknowledge receipt of your complaint within 3 working days, investigate and respond within 10 working days. Customer feedback forms are available on all trains.
7) Dining Options
Meals are provided to a set menu and we can offer a vegetarian option to our dining customers providing the request is made to our office at least 7 days prior to the tour. It is not possible to request vegetarian options on the day of travel. Regretfully we are unable to cater for any other special dietary requirements. It is not possible for guests to bring on board their own alcoholic drinks for consumption in Premier or Pullman class.
In the interests of other customers our Premier Dining carriages are not considered a suitable environment for children under the age of 12 years and we are therefore unable to accept bookings for such. However, we accept bookings for children in Standard and First Class.
9) Dress Code (Premier Dining)
Smart Casual attire should be considered as only the minimum suitable requirement, by avoiding clothing such as ripped denims, baseball caps, sports trainers, collarless or sleeveless T-shirts and shorts. We reserve the right to ask guests not suitably attired to change before boarding.
On the day of operation, all reasonable efforts will be made to ensure that the excursion runs as planned, but Saphos Train Travel Ltd. cannot accept any responsibility for any events or circumstances outside our direct control and we are only responsible for returning passengers to their joining stations, nor can we accept any responsibility for missed connections as a result of late running.
11) Wheelchairs & Mobility
Due to the age and construction of our train it is not possible to board whilst seated in a wheelchair, however we will be pleased to convey disabled passengers whenever possible provided they can step onto the train from the platform and move to their reserved seats with the help of an able bodied carer as our staff are regrettably unable to assist, the wheelchair then being folded and stored at the end of the carriage. Some of the platforms on our tours are much shorter than our train which may necessitate walking through a number of carriages when boarding or alighting, in addition the platforms at some remote stations are rather low or accessible only by a footbridge. These points should be borne in mind for guests who may have mobility issues. We are unable to convey motorised scooters, buggies or electric wheelchairs at any time.
12) Train Timings
The departure/arrival times shown in any publication or website are ‘provisional’ being an approximation based on the best information we had when the tour was first planned, however you should be aware that these can vary considerably when the confirmed timings are received from Network Rail and we are unable to offer a cancellation or transfer due to the confirmed timings being different to provisional ones previously advised.
13) Important Information
All details about our tours are offered in good faith and whilst we endeavour to run our tours to the proposed routes, timings, rolling stock, locomotives, itineraries, station stops and options in place, we reserve the right to alter these at any time and shall not incur any liability to any person who has bought, or contracted to buy a ticket, or tickets as a result of any such changes.
14) Force Majeure
Except where otherwise expressly stated in these Conditions we will not be liable or pay you any refund or compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to, war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, adverse weather, sea, air, ice and river conditions and all similar events outside our or the supplier(s) concerned’s control.
The copyright of material used on our website and publications belongs to ‘Saphos Train Travel Ltd’, all rights reserved. Except solely for your own personal and non-commercial use, no part of our website or publications may be copied, adapted, modified, distributed, transmitted, displayed, performed, reproduced or published without the prior written permission of ‘Saphos Train Travel Ltd’. Any prohibited and unlawful use of material on our website or publications will result in legal action.
16) Conditions of Carriage
All our trains are operated by Locomotive Services (TOC) Limited, the conditions of carriage for which can be found at www.lsltoc.co.uk