UPDATE 6 July 2020
Firstly, we would like to thank you for your patience and understanding during these very uncertain times. In these unprecedented circumstances, the health and safety of our customers, Volunteers and all those employed by East Lancashire Railway is our foremost priority. Therefore, following the most recent government guidance, it is we deep regret we have to announce the continued suspension of all services until at least the end of July.
Below listed are events we have re-dated, suspended and cancelled.
We appreciate the uncertainty our customers are facing during the current global outbreak and we want to thank you once again for your continued patience and support, we are doing our utmost to resolve matters as swiftly as possible.
Passenger & Customer Services Manager
If you hold an East Lancashire Railway Activity voucher or any East Lancashire Railway Experience Voucher that is due to expire in 2020 , we would be more than happy to extend the validity of the voucher for a further 12 months. A new voucher will be issued that will be valid for 12 months from date of issue.
Activity Superstore Voucher
If you have been gifted a “Steam Train Ride for 2” voucher please refer back to Activity Superstore for any extensions or refunds.
The following services have been re-dated.
11 - 12 July and 29 - 31 August Day Out With Thomas, this has unfortunately had to be postponed, the next Day Out With Thomas event is slated to take place 24 - 25 October 2020
8th / 9th / 10th May Flying Scotsman - moved to 18th / 19th / 20th September
8th / 9th / 10th May Highland Afternoon Tea – moved to 18th /19th/20th September
8th / 9th Flying Scotsman Evening Dining Services – 18th / 19th September
Customers on the above services have been automatically transferred to the new dates. All start / departure times will remain the same. New tickets will be dispatched in due course there is no need to contact us if the dates are satisfactory to you.
Customers who are unable to attend on these dates can choose from the following options:
- Transfer to another Service
- Have your order turned into a voucher for the full amount of your order , this will be valid for 12 months
- A full refund, refunds will take approximately 28 days to process from date of contact.
All special services / events in up to the end of July are cancelled this includes :
1940’s Event ( this will return 29th -31st May 2021 )
Dining with Distinction Products
Footplate ( Drive a Train Experiences )
Rail Ale Trail
Children’s Adventure Days
Race the Train
Summer Diesel Gala
Day Out with Thomas
Passengers booked on to these cancelled services can choose from the following options
- Have your order turned into a voucher for the full amount, this will be valid for 12 months. These will emailed out to you on the same day.
- A full refund, refunds will take approximately 28days from the date you contact us and make the request.
We are asking our customers to go that extra step and take up the officer of a refund to a voucher. This will assist the ELR with the cash flow challenge it now faces, any help you can give with this will be greatly appreciated.
If you wish to have to have your order changed to a voucher or would like to obtain a full refund you can do this by :
Emailing us at email@example.com - Please include your Order Number/Event or Experience , Name and Surname and if you would like a voucher or a refund.
Calling us on 0333 320 2830 and select Option 1
Lines are open Monday – Friday 0900 – 1800
Given the high volume of people calling us an emailing us please do bear with us during these unprecedented times the ELR and our ticketing partners are operating with limited staffing are doing our utmost best to service all our customers and would like to thank you for your patience and understanding during this time.
For more information and to support East Lancs Railway, visit www.eastlancsrailway.org.uk, or follow the railway on Facebook and Twitter.
Mike Kelly, Chairman of East Lancs Railway
FREQUENTLY ASKED QUESTIONS
If you need more information, please contact firstname.lastname@example.org.
Following the government announcement that all leisure venues must close to prevent the spread of Covid-19, the East Lancashire Railway and all its pubs, cafes and other station facilities closed to the public on Saturday 21st March and will remain closed until at least the August 2020.
The decision to suspend operations was not an easy one, but we are following Government guidance and we will continue to follow the latest advice and take appropriate action.
We are continually reviewing our plans with the safety, security and wellbeing of customers, volunteers and our employees our number one priority.
- How will I know if events are cancelled or postponed?
The railway is closed until at least the 30th May 2020. If an event you have booked is postponed or cancelled, anyone who has booked a ticket will be contacted directly by our Passenger Services Department by email or phone to inform them of the changes.
- Will events be rearranged?
Where possible any events will be rearranged for a later date, please visit the event pages on the website for more details and announcements on new dates.
- If I’ve already booked a ticket will I get a refund?
Visitors whose events have been postponed will have the option to transfer their booking to the new date or claim a full refund. They will be contacted directly to arrange this.
If an event is cancelled, visitors who have already booked a ticket will be contacted directly to arrange a refund.
We would ask everyone to consider rearranging their booking where possible, or in the event of a cancellation not taking up the offer of a refund, and instead see the payment as a donation to help secure the future of ELR.
The railway is closed until at least the 30th May 2020, but due to the current uncertainty this could be extended.
We will continue to follow Government advice and update plans as and when we know more.
Please go to our website and social media pages for all up to date news on events and services.
- How can you support ELR while it’s closed?
As of yet, the Government has not offered any kind of monetary aid or support to charitable organisations. Therefore the amount the railway is set to lose over the coming weeks could threaten the continued existence of the ELR. That is why we need your support to survive.
We would ask all customers with bookings to rearrange, or if this isn’t possible, consider not taking up a refund and viewing the payment as a donation to help secure the future of the railway.
We have also set up a fundraising page where all your kind donations (however big or small) will be vital to help to keep the railway and the story of the region’s industrious past going well into the future, allowing us to try to maintain our current level of service and standard of events once the current crisis is over.
Our FAQ's are also available to download below.