Copyright dailypost
A furious tour operator has vowed to stop sending clients on the iconic Snowdon Mountain Railway (SMR). Andy Lamb, who runs Wales Outdoors, complained of last-minute curtailments and carriages with "steamy, leaking windows". When he vented his anger online, having written to the railway, he got a mixed reception. While some people sympathised, others mocked him for expecting modern comforts on a heritage train with wooden seats and vinyl covers. Mr Lamb, a professional mountain guide, established Wales Outdoors 30 years ago and the company has since collected multiple awards. Among the excursions it recommends is a trip to the summit of Yr Wyddfa (Snowdon) via the mountain’s rack-and-pinon railway. But after a recent visit, when a tour party’s train failed to reach the summit, due to high winds, Mr Lamb lost patience. Two years previously, he claimed a group of 30 Dutch guests had also missed out when their train was cancelled at short notice due to engine failure. “Wales Outdoors have complained about Snowdon Mountain Railway before,” he fumed. “But this time will be the last time, as we will never send any clients their way again.” Snowdon Mountain Railway (Rheilffordd yr Wyddfa) said it would be strengthening its customer support during weather-related disruptions. An IT upgrade is underway to improve group bookings, communications and customer engagement to provide a "better experience" for its customers. Join the North Wales Live Whatsapp community now Mr Lamb wrote to the company detailing multiple complaints following the latest incident involving his clients. Some 45 minutes prior to dropping off his party in Llanberis, he said he was reassured by railway staff the 4pm service was still running. At the station, however, his guests were advised their train may not reach the summit because of wind speeds. Offered a full refund, they opted to continue anyway. Part-way into the journey, staff confirmed the train would not summit. Citing Met Office data, Mr Lamb claimed that, by this time, wind speeds were falling and the previous 3pm train had reached the top in gustier conditions, suggesting there was no reason why his clients couldn't have summitted too. Passengers were offered a 50% cash refund, only to find the ticket office was closed. Mr Lamb had other gripes too, claiming that rainwater leaked into carriages. Windows were too misted for passengers to see out, he said – and conditions were "so wet the driver was continually using his towel to wipe his window to be able to see the track". He added: "One client told me the seat she was on had a drain hole in it for the water from the leaking windows to drain out of. I am flabbergasted that so many see this as defensible." This, and SMR’s decision not to summit, attracted some derision. Online commentators said safety came first and it wasn’t unusual for drivers to wait at the Clogwyn or Rocky Valley stops for a final decision whether to proceed. The latter, which has a wind speed monitor, leads to an exposed ridge offering panoramic views. Passengers are made aware that trips are weather -dependent. One traveller said: “I’ve sat with a wet bum after a trip and trek to the summit in thick fog, of my own choice and enjoyed every second. If weather is unsafe to proceed then they are within their rights to limit (trips) to Rocky Valley. “It’s a mountain not a fun park, dress appropriately and pack for the trip. Enjoy the experience, it’s an honour not a privilege.” Another woman said she had once ascended in perfect weather only to alight at the summit in rain so heavy "you couldn’t see your hand in front of you". She added: "Coming down we didn’t complain, just enjoyed the banter with all nationalities all steamed up." Mr Lamb said that at the time, wind speeds were dropping, not rising, and the previous train had been allowed to proceed. “My clients witnessed the 3pm train coming down from the summit, behind them, on the track that the 4pm train was not allowed to ascend,” he said. Unlike modern trains, which have fully enclosed carriages with sealed windows and doors, heritage trains were more exposed to the elements. Open-air carriages and some older designs had floor holes for drainage. Holes in seats prevent water pooling - more likely on return trips if it’s been raining at the summit and passengers are soaking. For some, this is all part of the experience. “It’s a heritage railway,” said one man. “The steamed, leaky windows and drain holes etc are authentic from the heritage trains period.” A woman agreed: “Surely part of the attraction is that it’s a rickety old train - a smart, heated carriage would probably be out of place.” One critic suggested it was nothing that couldn’t be solved by a tissue or an arm wipe. Another pointed out that seasonal mountain railways were costly to run. “Suspect they need funds for that rather than luxury carriages or fluffy towels,” she said. The 4.7-mile line from Llanberis attracts more than 140,000 passengers each year, drawn by heritage travel and the prospect of breathtaking views . At the summit they’re joined by more than 600,000 walkers wanting to explore Hafod Eryri, Wales’ highest visitor centre. Although one enthusiast said he’d always found SMR staff to be “polite, helpful and witty”, he said Outdoors Wales was right to demand better communication and a more professional refund service. SMR hopes to address this via a new partnership with Vennersys, a provider of visitor management software. This will bring together admissions, seating, retail, catering, memberships and group bookings into a single platform. Online ticketing will allow allocated seating for both diesel and steam carriages, and the system will integrate the ticket office, gift shop, café and visitor centre. In turn, collected data will give the railway clearer insights of operations, helping to provide a more personalised visitor experience, said Vennersys. SMR general manager Kristian Johnson said: “We were looking for a modern and scalable solution that could unify all areas of our operation, from ticketing and retail to marketing and reporting, focused on delivering a better experience for our customers.” All of which has come too late for Wales Outdoors, which enjoys five-star reviews across multiple platforms for its small-group tours and hikes. Mr Lamb, a former chair of Brecon Beacons Tourism, told North Wales Lives he was cutting all ties with SMR. “I have no faith in the management,” he said: “I reiterate, £45 for a service where it is accepted you’ll see nothing and that rain is coming into the carriage and making your seat wet?” The railway stressed the safety of its passengers and staff was its highest priority. A spokesperson said: “When wind speeds exceed our strict operational safety thresholds, summit services are suspended - a decision that is never taken lightly. “This may be disappointing for visitors but safety must always take precedence. Sign up for the North Wales Live newsletter sent twice daily to your inbox “We recognise that Wales Outdoors was disappointed on this occasion. In response, we are reviewing our communication procedures and strengthening customer support during weather-related disruptions. “We continue to invest in the maintenance and enhancement of our rolling stock to improve passenger comfort and remain dedicated to providing a safe, enjoyable and memorable journey to the highest point in Wales.” See what's on in your area
