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A livid travel company boss has pledged to boycott the renowned Snowdon Mountain Railway (SMR) after becoming fed up with service issues. Andy Lamb, who operates Wales Outdoors, hit out at sudden journey cancellations and carriages plagued by "steamy, leaking windows". His online tirade, following a written complaint to the railway operators, sparked divided reactions. Whilst some offered support, others ridiculed him for demanding contemporary amenities aboard a historic locomotive featuring wooden benches and vinyl upholstery. Mr Lamb, a qualified mountain instructor, founded Wales Outdoors three decades ago, with the business subsequently earning numerous accolades. The excursions it promotes include a journey to the peak of Yr Wyddfa (Snowdon) using the mountain's rack-and-pinion railway. Read the biggest stories in Wales first by signing up to our daily newsletter here. However, following a recent outing where his tour group's locomotive failed to reach the top due to strong winds, Mr Lamb's patience ran out. Two years earlier, he alleged that 30 Dutch visitors were similarly disappointed when their service was abruptly scrapped because of mechanical problems. "Wales Outdoors have complained about Snowdon Mountain Railway before," he raged. "But this time will be the last time, as we will never send any clients their way again," reports North Wales Live. Snowdon Mountain Railway (Rheilffordd yr Wyddfa) confirmed it would be enhancing customer assistance during weather-related interruptions. A technology overhaul is in progress to improve group reservations, communications and customer interaction to deliver a "better experience" for its passengers. Mr Lamb penned a letter to the firm outlining numerous grievances following the most recent incident involving his customers. Around 45 minutes before depositing his group in Llanberis, he stated he received assurances from railway personnel that the 4pm service remained operational. Upon arrival at the station, however, his visitors were informed their locomotive might not reach the peak due to wind conditions. Despite being offered a complete refund, they chose to proceed regardless. Midway through the journey, staff confirmed the train would not ascend to the summit. Referencing Met Office information, Mr Lamb argued that wind speeds were decreasing by this point, and the earlier 3pm service had successfully reached the top in more blustery circumstances, indicating no justification existed for preventing his clients from summiting. Travellers were presented with a 50% cash reimbursement, only to discover the ticket office had shut. Mr Lamb harboured additional concerns, alleging that rainwater seeped into the carriages. Windows became too fogged for passengers to peer outside, he claimed – with conditions "so wet the driver was continually using his towel to wipe his window to be able to see the track". He continued: "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 decision, along with SMR's choice not to reach the summit, drew some criticism. Online users pointed out that safety was paramount and it wasn't uncommon for operators to pause at Clogwyn or Rocky Valley stations for a final assessment on whether to continue. The latter stop, equipped with wind monitoring equipment, leads to an exposed ridge with sweeping vistas. Travellers are informed that journeys depend on weather conditions. One passenger commented: "I've sat with a soggy bottom 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 mentioned she had once travelled up in glorious conditions only to step off at the peak in downpour so intense "you couldn't see your hand in front of you". She continued: "Coming down we didn't complain, just enjoyed the banter with all nationalities all steamed up." Mr Lamb stated that wind speeds were actually decreasing rather than increasing at that moment, and the earlier service had been permitted to continue. "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 contemporary trains, which feature completely enclosed carriages with sealed windows and doors, heritage trains were more vulnerable to the weather. Open-air carriages and some vintage designs featured floor holes for drainage purposes. Holes in seats stop water from collecting - more probable on return journeys if it's been raining at the peak and passengers are drenched. For many, this forms part of the charm. "It's a heritage railway," said one gentleman. "The steamed, leaky windows and drain holes etc are authentic from the heritage trains period." A lady concurred: "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 resolved by a tissue or an arm wipe. Another highlighted that seasonal mountain railways were expensive to operate. "Suspect they need funds for that rather than luxury carriages or fluffy towels," she said. The 4.7-mile line from Llanberis draws more than 140,000 passengers each year, attracted 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 aims to tackle this through a fresh collaboration with Vennersys, a specialist in visitor management software. This will unite admissions, seating, retail, catering, memberships and group bookings onto one single platform. Digital ticketing will enable allocated seating for both diesel and steam carriages, whilst the system will incorporate the ticket office, gift shop, café and visitor centre. The gathered information will subsequently provide the railway with enhanced operational insights, assisting in delivering a more tailored visitor experience, according to Vennersys. SMR general manager Kristian Johnson explained: "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." However, this has all arrived too late for Wales Outdoors, which boasts five-star ratings across numerous platforms for its intimate group tours and walks. Mr Lamb, a former chair of Brecon Beacons Tourism , informed North Wales Live he was severing all connections with SMR. "I have no faith in the management," he stated: "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 company emphasised that the safety of its passengers and staff is paramount. A spokesperson stated: "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."
