IMPORTANT CUSTOMER INFORMATION
Our primary focus will always be the health and wellbeing of both our staff and customers, and we ask that you continue to support us as we resume some services in a phased manner, listening to current Government guidance to keep you, our team, and communities safe.
We would like to say a massive thank you for all your continued support, patience and understanding as we continue to operate safely adhering to Government guidance.
Please be kind and considerate to your fellow passengers, our team, and the local community.
We have cleaned up with Zoono!
We are using Zoono to sanitise our carriages. Zoono is a long-lasting sanitiser that provides an invisible layer of protection that lasts for 28 days. It is applied using an Electrostatic Fogging Spray machine. In addition to Zoono, our carriages are cleaned daily and key touchpoints are cleaned after every journey.
A few FAQs
Will I be required to wear a face covering? From 30th November 2021 it is compulsory for all passengers over the age of 11 years unless exempt to wear a face covering onboard the trains, in retail areas and ticket offices. Passengers are not required to wear a face covering in outdoor spaces, cafes or Museum but we do request all passengers to wear face coverings inside busy areas.
Will I be required to social distance? We ask our visitors to be considerate and give other persons not in your party some space.
If I book a carriage type and then change my mind - is it possible to change my booking? We are sorry but it is not possible to change your carriage choice once you have made a booking.
What happens if I feel unwell before my visit? Please stay at home and email us to re-schedule your visit.
Can I get on at an intermediate station? No, all intermediate stations and car parks are closed and will remain closed in 2021. Trains will not be stopping at intermediate stations.
Will the cafés be open and have indoor seating available? Turntable café (at Ravenglass) will be open for takeaway and some seating will be available inside. There are plenty of picnic benches outside on platform 1 too. Fellbites café (at Dalegarth) will be open for takeaway and you can order sit down food from the counter. There will be some extra indoor seating on the upper floor and there are plenty of picnic benches on the platform and by the river.
Can I pre order food? We have now closed our pre order service for the 2021 season. In 2022 we will have standard picnics available to pre order from both cafés, incluyding our tapas sharing boxes and luxury picnics.
An error message appears when I try to book online. Why is this? When booking a return journey, the booking will not process until both the outbound and inbound journeys have been selected. Both grey bars will turn red once completed.
Will I get a ticket? You will receive an e-ticket along with information about your visit at the time of booking. Please check your spam/junk folder if the email is not visible in your inbox.
Do I need to “check-in” on arrival? There is no need to check-in on arrival. Your ticket will have details of your allocated seating on the train you have chosen to travel on. You may go straight to your seats. Our “Covid Champions” will be on hand to help you.
Will wheelchair users and passengers with reduced mobility be able to travel? Yes, there will be an accessible carriage on each train. Pre-booking is essential. Please contact our office on 01229 717171 to arrange this.
What happens if I miss my train departure time? If you miss the train you are booked on we will try to accommodate you on a later train if it is possible to do so. No refunds will be issued if a visitor misses their allocated time.
If I have booked an open carriage can I change my booking if the weather is bad? Due to limited capacity, it may not be possible to reallocate your seats in inclement weather. Whatever type of carriage you have booked to travel in we encourage all visitors to dress appropriately and be prepared for the weather conditions that you may experience.
Which carriages can I book? Passengers are required to book a departure time and carriage type for each leg of their journey. Carriage types available are; Pullman Observation Carriage, 1st Class, fully open, half-open and closed. Please note Pullman Observation Carriage and 1st Class carriages are not available on all trains.
Can I book a whole carriage for my family group/s? Yes, you can book the Pullman Observation Carriage 'Joan' (up to 14 seats) for £150 single or £250 return or the 1st Class Carriage (up to 10 seats) for £140 single or £240 return. Please email us about our full carriage hire options.
I have a gift voucher how can I book a ticket online? We ask you to call us with your voucher details and we can book you on to a train timeslot.
I have a Cream Tea or Eskdale Belle Experience voucher, can I still come? Yes, please call us so we can book you in! If you have a voucher issued by BuyAGift or Virgin Experiences we do recommend you take advantage of the offer by these two organisations to extend your vouchers.
What stations can my return journey start from? Your departure point for the start of your return Railway adventure is either Ravenglass or Dalegarth Station.
Do you sell single tickets? Yes, single tickets are available.
Are the play areas open? Yes, both play areas at Ravenglass & Dalegarth are open.
Can I bring a dog? Yes, dogs are allowed on our trains. They must have their own dog ticket and be always on a lead. Dogs are NOT permitted in Joan Pullman Observation Carriage.
Can I bring a bike? Yes, we can now carry bikes for £4.00 per bike journey. You must call us to pre-book your bike on the train. We cannot guarantee space on the train as wheelchairs take priority.
Are the toilets open? Yes, they are, but we will have limits on the number of persons in all inside spaces. Please observe the signage.
Can I bring a picnic with me? Please do, but you must take all your rubbish home with you. Please recycle.
Am I allowed alcohol on board? Please note that you may be refused access if you appear to be over intoxicated.
Is Eskdale Mill open? Yes, but please head to their website for all information, opening times and visitor information.
What can I do on my day out at Ravenglass & Eskdale Railway? There is lots to do/see from both Ravenglass & Dalegarth Stations! Please view our day out ideas at the top of the page for some inspiration.
I have an ATOC card can I get discounted travel/discount? Yes, you can, you still need to pre-book your seats with us though so please call us on 01229 717171 or email us to book!
I have a heritage railway pass, can I get my free travel? No, we are not accepting heritage railway passes in 2021
I have a residents pass, can I still come? Yes, you will have a code to pre book tickets as a residents pass holder.
I am a preservation society member, can I still come? Yes, but places are limited daily to 4 seats on each carriage. You must pre-book a ticket online using your code at least 36 hours before the date of travel. Members have been contacted with details.
Can I get a through ticket on Northern Rail? Our 'through ticket' with Northern Rail is unavailable for the 2021 season. We will look to reintroduce it in 2022.
Are you selling joint tickets now? We have suspended ticket sales with other attractions until 2022
Is entry still free for Blue Peter Badge holders? We are sorry but we cannot accept these offers in 2021
Can I use an accommodation 10% privilege voucher? We are sorry but we cannot accept any of these vouchers for the 2021 season. We apologise for the inconvenience. We will be reviewing this situation and it is hoped that they can be reintroduced at some point in 2022.
Can I use my 50% off voucher from Ullswater 'Steamers'? No, currently we have suspended the use of these vouchers until such a time that we can return our capacity to normal. Keep hold of your voucher though and we will redeem it when we are accepting them again!
Can I use my complimentary voucher? We request you get in touch with us and we will transfer to later dates in the 2021/22 season.
Can I book train tickets through Viator, Get Your Guide and other third-party sellers? We have suspended ticket sales through third-party sellers in 2021.
I have a voucher or discount offer issued by a third party such as RailRiders or the Camping and Caravan Club, can I still use it? No, all vouchers and offers are currently suspended in 2021. We apologise for the inconvenience, and we will be reviewing this situation and it is hoped that they can be reintroduced at some point for 2022.
Can I use Tesco Vouchers? We are unable to accept Tesco Vouchers currently.