These terms and conditions contain legal obligations. Please read these terms and conditions carefully before purchasing your Tickets online.
Quaytickets (Agent) sells tickets on behalf of The East Lancashire Railway
Policies are set by The East Lancashire Railway in regard to exchanges or refunds after a purchase has been made or for lost, stolen, damaged or destroyed tickets. When you receive your tickets, please keep them in a safe place. Please note that direct sunlight or heat can sometimes damage tickets. When buying tickets via The East Lancashire Railway or its Ticket Agents (Quay Tickets) we reserve the right to limit the number of tickets you can buy for each event.
Ticket terms and conditions –Santa Specials
Terms and Conditions
The child’s age/gender will need to be provided at the time of booking.
Adult (18 years+) and Children (3 – 15 years old).
*Children under 3 years old can travel on the service free of charge on the lap of a parent/guardian, no seat or gift will be provided, unless you purchase an Adult with and Under 3. Children aged 3+ must have a ticket to travel.
No dogs (except guide dogs) are allowed on these services.
Please arrive 20 minutes before departure time.
This service is pre-booked with seat allocations. NO On the day tickets will be available.
ELRPS Tickets ATOC Cards, HRA passes are not applicable for this event.
Carer tickets are available for our Santa Specials these can only be booked over the phone. Via our call centre on 0333 320 2830 If you have purchased a free carer ticket you will need to produce one of the following forms of ID at the Booking Office: Personal Independence Payment (PIP) Document, Disability Living Allowance Record Book, Attendance Allowance Book, Invalidity Benefit Book, Visual Impairment Registration Card (BD8).
Booking Cancellation Policy – Santa Specials
- Any bookings cancelled OVER 3 weeks before the date of the booked event – 100% refund (minus original booking fee) to original payment method
- Any bookings cancelled between 1 week and 3 weeks before the booked event – 100% refund via gift voucher OR 75% refund to original payment method (minus original booking fee)
- Any bookings less than a week but more than 3 days before the booked event – 50% refund via gift voucher (minus original booking fee)
Bookings cancelled less than 3 days prior to the event will not entitle any refund.
Ticket terms and conditions – main
All tickets sold to you are sold by the East Lancashire Railway or its Ticket Agents ( Quay Tickets)
This ticket remains the property of the organisation ( The East Lancashire Railway) for whom Quaytickets has sold the ticket.
Tickets are non-refundable or exchangeable except in the event of cancellation by The East Lancashire Railway. Quaytickets/East Lancashire Railway, Refund Protection/ and transaction fees are non-refundable in all circumstances
The East Lancashire Railway reserves the right at their sole discretion to refuse admission and in this instance a refund may be offered at the sole discretion of the East Lancashire Railway
This ticket can only be purchased for personal use only, and not purchased as part of any form of business or commercial activity, the ticket may not be resold or offered for resale by anyone whether at a premium or otherwise.
Payments made online and in person at Bury Bolton Street Station are processed via our Ticket Agents (Quay Tickets) reservation system and will show on your bank/card statement as being paid to Quay Tickets/Lowry Centre. It will not show as the East Lancashire Railway on your statement.
Resale or attempted resale at a price higher than face value is grounds for cancellation without notice or refund.
The East Lancashire Railway may enforce these terms in accordance with the provisions of the Contracts (Rights of Third Parties) Act 1999 (the Act). Except as provided above, this agreement does not create any right enforceable by any person who is not a party to it under the Act, but does not affect any right or remedy that a third party has which exists or is available apart from that Act.
It is your responsibility to ascertain whether an event has been cancelled and the date and time of any rearranged event.
If an event is cancelled it is the responsibility of the East Lancashire Railway to provide Quaytickets (Agent) with requisite funds to refund the face value of tickets. Quaytickets (Agent)/East Lancashire Railway booking, and transaction fees are non-refundable in all circumstances. Quaytickets (Agent) will refund customers on behalf of the East Lancashire Railway within 28 days of receiving the relevant funds. In the event that funds are not received then Quaytickets will direct customers to contact the East Lancashire Railway directly to arrange refunds. This does not affect your statutory rights.
This ticket is issued subject to the Rules and Regulations of the East Lancashire. Breach of any of these Rules and Regulations or any unacceptable behaviour likely to cause damage, nuisance or injury shall entitle the East Lancashire Railway to eject you from the venue.
Every effort to admit late arrivals for departing trains will be made, but admission cannot always be guaranteed.
Latecomers not admitted are in no way entitled to a refund; always allow sufficient travelling time to the East Lancashire Railway
It is your responsibility to check your tickets; mistakes cannot always be rectified.
We will not be responsible for any tickets that are lost or stolen.
Tickets are sold subject to the East Lancashire Railways Terms and Conditions and has the right to alter or vary the event/experience due to events or circumstances beyond its reasonable control without being obliged to refund monies or exchange tickets.
The East Lancashire Railway accepts no responsibility for any personal property. Food and drink/alcohol policies vary depending which station you are at so please contact us in advance for guidance
The East Lancashire Railway reserves the right to provide alternative seats to those specified on the ticket at their discretion.
Occasionally authorised external filming maybe taking place across the railway. Please check with the event organizer or the Passenger & Customer Service Manager at the event if this would present a problem to you as the customer.
Tickets will usually be sent on the next working day after you have booked. In some cases, tickets are not sent until two weeks before the event depending on the volume of tickets requiring dispatch.
No parties shall have any further liability beyond the face value of the ticket.
Refunds are processed within 28 days of request.
Amount refunded will be the total value of your seats/event admission price.
Non refundable elements of your orders are Postage and Secure My Booking fees / or any prior charges levied before cancellations.
Ticket Price – £10.00 / Secure my Booking £3.75 / Postage £2.00 Total paid = 15.75
Total refund for this order would be £10.00
Secure my booking (refund protection)
This is an opt in service and not a mandatory element of your booking and is not provided by or underwritten by The East Lancashire Railway. This is an opt in extra provided/sold by our ticket provider Quay Tickets. Any disputes related to the sale of this must be directed to our ticket agents Quay Tickets or by lodging a dispute or complaint with the provider (securemybooking.com)
Dining with distinction – terms and conditions
Full payment must be made at the time of booking for groups of 19 or less. Groups of 20 or more can choose to pay a £10 deposit per person when making their booking, with final payment due no later than 6 weeks before travel.
Children may only travel on our Mid-Week Luncheons, Lancastrian Lunches, Festive Lunches and Afternoon Teas. Child tickets apply to children aged 5 to 17 inclusive. Children under 5 are not permitted to travel on our Dining with Distinction train.
Our evening Dining with Distinction trains are for over 18’s only, including Wine Tasting Dinners, Gin Tasting Dinners, Whisky Tasting Dinners, Premium Nights, Comedy Dinner Shows, Murder Mystery Nights, Red Rose Diners, Burns Night, Valentine’s Diner and Festive Diners.
All Dining with Distinction trains depart from, and return to, Bury Bolton Street Station. The train cannot be joined at any other station.
A corkage fee of £7.50 applies per bottle of Champagne and wine brought onboard our Dining with Distinction train. Spirits, beers, ciders, ales and soft drinks are not permitted to be brought on board by a customer but will be available to purchase from our onboard bar. This does not include drinks purchased from The Trackside bar before travelling.
Every effort will be made to ensure that steam locomotives haul our dining services. However, should a steam locomotive be unavailable, the East Lancashire Railway reserves the right to substitute a diesel locomotive without prior notice. We reserve the right to suspend, reschedule or cancel services if operational circumstances or safety make this necessary.
Each of our Dining with Distinction experiences has a set menu as displayed on the website, unfortunately dishes cannot be swapped. Menus for vegetarians are available and can be found at www.diningwithdistinction.co.uk or call 0333 320 2831.
Food may contain or have come into contact with peanuts, tree nuts, soybeans, milk, eggs, wheat, shellfish or fish. Please ask a member of staff about the ingredients before ordering. If you require a vegetarian option or need us to make provisions for special dietary requirements (vegan, dairy free*, diabetic, gluten free, halal, kosher etc.) please ensure you let us know when booking as these are not available on the day and must be pre-ordered at least seven days before travel. We will confirm any specific dietary requirements on your tickets. *Not available on Afternoon Tea services.
We regret that due to the age and design of our Dining with Distinction carriages, passengers must be able to board the train by foot and make the small walk to their seat. We can provide a narrow ramp during boarding and offer priority seating near the door. However, we cannot board passengers in a wheelchair, nor can they travel onboard in their wheelchair. Assistance dogs can travel under your table, ensuring staff have a hazard free path through the carriage. Please let us know if you require any assistance, or if you will be bringing an assistance dog, at the time of booking. We can accommodate assistance dogs, but please note they will need to travel under your table to ensure our staff have a path through the carriage. Details must be provided at the time of booking.
Any person who the company has reasonable grounds to believe is intoxicated and/or likely to act in a riotous, disorderly, disruptive, unsafe or offensive manner may be refused access to, and/or may be required to leave, the company’s trains, stations and/or other premises.
In-date Vouchers can be refunded in full, up to a month after the date of purchase, to the person who made the original booking only.
Due to the fluidity of the COVID situation , our contractors have very graciously changed their cut off point for final orders down to the minimum time of 48 hours before the service is due to depart . This means any cancellations outside 48 hours of travel will receive a full refund. Food items and staffing have already been sourced within 48 hours and so cancellations within this period will be subject to the charges stated below:
A) Premium Nights, Tasting Dinners, Murder Mystery Nights and Comedy Dinner Shows, Guest Engine Diners, Valentine’s Diner, Red Rose Diners and Festive Diners and Theme Nights will be charged a fee of £24.00 per person.
B) Lancastrian Lunches, Festive Lunches and Afternoon Teas will be charged a fee of £19.50 per person.
C) Mid Week Luncheons will be charged a fee of £14.50 per person.
Cancellation charges are levied to cover the costs incurred to us in the preparation and staffing of the service.
Notification of cancellation or non-attendance must be made before the event has started. Notification after this point will not be considered for a refund or exchange.
Refunds may take up to 28 days to process.
Dining with Distinction add-ons can be purchased up to 7 days before travel. These are non-refundable after this point.
English Law governs all of these terms and conditions.
Bury Bolton Street Station is fully accessible for visitors in wheelchairs and provides disabled toilet facilities. We regret that due to the age and design of our dining carriages it is not possible to travel in your wheelchair whilst dining. A ramp will be available during boarding to aid those with mobility problems; however carriages cannot be used to transport wheelchairs or wheelchair users on board. Please contact us for further information on 0333 320 2831.
How to book
Pre-booking is essential for all dining services and early booking is recommended. To make a booking simply choose your preferred date and select one of the following options:
- Book Online (postage fee applies)*
- Telephone: 0333 320 2831 (daily 9am – 9pm)
- Pop into our Information Office at Bury Bolton Street Station, Bolton Street, Bury, BL9 0EY (daily 10am – 4pm)
Payment can be made by credit or debit card or cash. Cash payments can be made at Bury Bolton Street Station only. If paying by card, please note that the payment will show as “THE LOWRY CENTRE” on your bank statement.
Postage is charged at £2.00 to cover ticket print, postage and packaging.
Ticket prices are stated exclusive of postage fees but all extra charges are displayed in an open and transparent way before you confirm your booking. We use online booking to ensure that we can provide you with a 24-hours service that suits your needs. If you use our online booking channel we’ll assume that you are happy with the extra charges.
Special dietary requirements
- Vegetarian options must be pre-ordered when booking as it is not possible to change meal choices on the day of service.
- We can cater for special dietary requirements (vegan, dairy free, diabetic, gluten free) except for our Cream Teas and Afternoon Teas which cannot be made gluten free.
Drive a train experience days
Participants and all guests attending the guided tour must:
- Disclose any medical and/or mental health conditions and treatment/medication that may affect mobility, concentration, dexterity, co-ordination, consciousness and ability to understand and follow instructions.
- Be physically fit and aged over 18 at the time of the experience. Our risk assessment process requires that a doctor’s letter be provided confirming that participants aged 75 or over are medically fit and are able to participate in the Drive A Train Experience Day. This must be made available to the railway at least one week prior to the day of the activity.
- Be able, in the event of an emergency evacuation; to climb on/off the locomotive from ground level unaided, this may be up to a 3 metre (10 feet) vertical climb with steps at up to 0.6M (2 feet) spacing. Participants must also be able to cope with discomfort, variable temperatures, weather and lighting, heights (viaducts and bridges), darkness (tunnels), noise and vibration.
- Be able to read (with glasses or contact lenses, if necessary) a car number plate from a distance of 20 metres.
- And must be able to hear and understand verbal instructions in noisy surroundings.
The Drive A Train Experience Day and guided tour may not be suitable for those with some disabilities, particularly where
these affect mobility, concentration, dexterity, co-ordination and ability to understand and follow instructions. The East
Lancashire Railway advises you to contact us prior to booking one of our experiences if you believe this may affect the
participant and/or guests and to ensure the activities are suitable. The East Lancashire Railway reserve the right to terminate
without refund, your Drive A Train Experience if it is deemed unsafe on the day for the participant to take part in the
experience by the Footplate Experience Manager or by a member of our staff.
In addition to the above requirements, please note that we cannot permit anyone with the following medical problems to take part in our Drive a Train Experience days:
- Any episode of fainting in the 3 months prior to the date of the experience.
- Epilepsy sufferers who have had a seizure within 12 months prior to the date of the experience, with or without medication.
- Dizziness due to side effects of medication or conditions affecting balance e.g. Meniere’s Disease within the 12 months prior to the date of the experience.
- Anyone who has suffered a stroke, brain haemorrhage, or been diagnosed or treated for a brain tumour within the 12 months prior to the date of the experience.
- Any heart condition diagnosed within the last 3 months, or not adequately controlled on treatment for the 3 months prior to the date of the experience.
- Anyone who has diabetes requiring insulin treatment, or who has started or changed treatment for diabetes requiring tablet treatment within the 3 months prior to the date of the experience, unless they have a letter from their doctor or diabetes nurse that they are fit to take part.
- Anyone who has commenced or changed treatment for any mental health problem within the 6 months prior to the date of the experience.
For those who have autism or any form of learning difficulty, we would need to arrange to meet the applicant to assess their
abilities against the criteria above, before deciding whether they would be able to take part. This may involve us taking advice
and writing to you after the meeting.
Guests: It is only possible for you to bring two guests per participant onyour experience day.
If your guests wish to have lunches or tours, these can be provided for an extra charge, these should preferably be included with
your booking and certainly advised to the Footplate Experience Manager no later than two weeks before your Drive a Train
Experience Day. Please note that the East Lancashire Railway cannot guarantee a lunch to extra guests arriving on the day
who have not been confirmed as booked in.
Children/Dogs – Children/dogs are not allowed on the footplate, in the cab or on the guided tours but are permitted to travel in the coaches behind the locomotive when driven by the drive a train participant. Dogs are not allowed in areas where food
or drinks are being served with the exception of guide/assistance dogs.
Clothing & Footwear – Participants must wear stout shoes or boots (preferably steel toe cap boots) and avoid wearing
polyester or nylon trousers. Overalls and gloves are provided for participants to wear on the footplate and high visibility vests
for use when participants and guests are on the guided tour.
Guided Tours – The guided tours are over rough ground and involve a fair amount of walking (approx. 2 miles) whilst visiting the
Locomotive and Carriage works and Bury South Signal Box. Only guests wearing sensible walking shoes will be allowed to
participate in these tours for their own safety (this means wearing flat walking shoesor boots not canvas pumps/sandals or
fashion shoes). The East Lancashire Railway reserves the right to refuse inclusion on guided tours to anyone not wearing
Dietary Requirements – If you or your guests have any special dietary requirements, please advise at the time of booking,
(Vegetarian, cœliac etc.).
Alcohol & Drugs – Participants and guests must not attend the Drive a Train Experience Day under the effects of alcohol, or any
drugs which may affect their vigilance,whether medically prescribed or not, or consume such while on the Drive a Train
Experience Day. Meals are taken in our Activity Centre on Platform 2 and Drive a Train Experience participants and guests are
not permitted to consume any alcoholic refreshments until the day’s experience has finished. The East Lancashire Railway
reserves the right to terminate, without refund, your Drive a Train Experience Day if our staff believe you or your guests to
be under the influence of alcohol or drugs.
Safety Information – All Participants will receive Safety Information which they and their guests should familiarise themselves
with, prior to the date of their Drive a Train Experience Day. On the day of their Drive a Train Experience, participants and
their guests will receive a short Safety Briefing relevant to the day’s activities.
Mobile Phones /Photographic Equipment – When the locomotive is in motion, participants are prohibited from using
mobile telephones/other interactive mobile devices and photographic equipment whilst Driving or Firing. Opportunities for
photographs on the footplate are available once the locomotive has come to a stand and secured by the crew.
Complimentary service travel tickets can only be used on normal services and are not valid on special events.
For Full Day Experiences – Requests to be included into specific AM or PM groups for Driving/Firing/Second Manning or guided
tours are not permitted as group allocation can be only be confirmed on arrival on the day of your Drive a Train Experience.
Due to the high cost of running Drive a Train Experience Days, the East Lancashire Railway are unable to make any refunds or
arrange alternative dates once a firm booking has been confirmed.
Vouchers with an allocated date are valid for that day only.
The East Lancashire Railway will permit you to transfer the place to someone else under the same booking conditions, but you
must advise the East Lancashire Railway of the details at the earliest opportunity.
Open vouchers for a Drive a Train Experience to be taken within one year from the date of purchase.
The East Lancashire Railway will permit you to take your Drive a Train Experience on a date after the expiry date on the voucher provided the East Lancashire Railway receives an additional payment to cover any increase in costs applicable when the Drive a Train Experience is taken.
The East Lancashire Railway reserves the right to cancel a Drive a Train Experience Day in the event of circumstances beyond the
Railways control, but will issue customers with an alternative date.
Locomotives will be used from the current fleet and cannot be specified in advance.
Memberships – The complimentary membership offered by the East Lancashire Railway Preservation Society runs until the 31st
December of the current year and is renewable on 1st January. Person’s joining after 1st October will receive membership up to
the 31st December of the following year. By accepting the free membership offered by the East Lancashire Railway Preservation
Society, you are agreeing for the East Lancashire Railway Preservation Society to hold your details on file for ELR purposes only.
Memberships begin on the date of the participants Drive a Train Experience, not at the time of purchase. Please allow up to 4
weeks for your application to be processed.
Behind the Scenes Photography Experience
• *Be physically fit and aged over 18 at the time of the experience. Our risk assessment process requires that a doctor’s letter be provided confirming that participants aged 75 or over are medically fit and capable to participate in the Photography Experience. This must be made available to the railway at least one week prior to the day of the activity.
• Be able to read (with glasses or contact lenses, if necessary) a car number plate from 20 metres.
• Must be able to hear and understand verbal instructions in noisy surroundings.
• *Disclose any medical conditions and treatment/medication that may affect mobility, concentration, dexterity, co-ordination, consciousness and ability to understand and follow instructions.
The Photography Experience Day may not be suitable for those with some disabilities, particularly where these affect mobility, concentration, dexterity, co-ordination and ability to understand and follow instructions. We advise you to contact us prior to booking one of our experiences if you believe this may affect the participant and to ensure the activities are suitable. We reserve the right to terminate, without refund, your Photography Experience day if it is deemed unsafe on the day for the participant to take part in the Photography Experience by the Experience Manager or by a member of our staff.
Guests – The Photography Experience voucher is valid for the participant only, guests are not permitted on the Photography Experience courses.
Children/Dogs – Children/dogs are not allowed on the Photography Experience course. Dogs are not allowed in areas where food or drinks are being served with the exception of guide/assistance dogs.
Clothing & Footwear – Participants must wear stout shoes or boots and suitable clothing. Parts of the Photography Experience Course are over rough ground and involve a fair amount of walking. Only participants wearing sensible walking shoes will be allowed to participate in these tours for their own safety (this means wearing flat walking shoes or boots not canvas pumps/sandals or fashion shoes). We reserve the right to refuse inclusion to anyone not wearing appropriate footwear.
Alcohol & Drugs – Participants must not come on the Photography Experience day under the effects of alcohol, or any drugs which may affect their vigilance, whether medically prescribed or not, or consume such while on the Photography Experience day. Meals are taken in our Platform 3 buffet and Photography Experience Participants are not permitted to consume any alcoholic refreshments until the day’s experience has finished. We reserve the right to terminate, without refund, your Photography Experience day if we believe you are under the influence of alcohol or drugs.
Safety Information – All Participants will receive Safety Information which they should familiarise themselves with, prior to the date of their Photography Experience. On the day of their Photography Experience, Participants will receive a short Safety Briefing relevant to the day’s activities.
Due to the high cost of running Photography Experience Days, we are unable to make any refunds or arrange alternative dates once a firm booking has been confirmed.
Vouchers with an allocated date are valid for that day only.
We will permit you to transfer the place to someone else yourself, under the same booking conditions, but you must advise us of the details immediately they are known.
Open vouchers are valid for a Photography Experience to be taken within one year from the date of purchase.
We will permit you to take your Photography Experience on a date after the expiry date on the voucher provided we receive an additional payment to cover any increase in costs applicable when the Photography Experience is taken.
We reserve the right to cancel a Photography Experience Day in the event of circumstances beyond our control, but we will issue customers with alternative date.
- Child fares apply from ages 3 to 17. Accompanied children aged under 3 travel free of charge (except for Day Out with Thomas events).
- Dogs are allowed to travel on the railway for a flat charge of £2, however must be kept on a lead at all times. Please note that dogs are not allowed into Bury Transport Museum, except official guide and assistance dogs.
- Details of other fares available on request.
- Payment can be made by credit or debit card (for purchases over £8) or cash. Payment by cheque is not accepted.
- While every effort is made to adhere to the published timetables, the company reserves the right to make changes without prior notice. E&OE.
- The company reserves the right to cancel or suspend any train without notice. All locomotives are subject to availability.
Conditions of carriage
- DEFINITIONS In these conditions the “company” means the East Lancashire Light Railway Company Limited and includes its agents and staff.
- TICKETS Tickets are the property of the company and must be surrendered on request. Tickets are not transferable. Tickets are valid only for travel on the date(s) shown thereon. The issue of tickets of any particular type may be suspended without notice at the discretion of the company.
- Any passenger making a journey to a station beyond that to which he holds a valid ticket must pay the balance of the fare to the travelling ticket inspector or to that station on completion of the journey.
- Passengers must examine their tickets and change straight away. The company will not be responsible for any mistakes unless attention is drawn to them immediately. The company is under no obligation to give change or to accept any particular method of payment.
- In the event of any special class of accommodation for which a supplementary fare is payable being provided by the company on any service, such fare must be paid by any passenger making any part of the journey in such accommodation, and tickets for such supplement are subject to these conditions as if they where ordinary tickets.
- In cases where the company issues platform tickets or other tickets for admission to any of its premises, these conditions shall apply.
- GROUP TRAVEL TICKETS Group travel tickets (whether discounted or not) are only valid when the group travels together with the ticket holder. If group members travel separately, individual tickets must be purchased at the appropriate undiscounted fare.
- DAMAGED OR MUTILATED TICKETS Any ticket which has been so torn or mutilated that any material information is defaced will not be valid and the holder of such a ticket must pay again the fare for the journey completed.
- INSPECTION OF TICKETS All tickets must be produced and handed over for inspection if requested by any staff member or agent of the company.
- The company reserves the right to refuse admission to any area of a train, station and/or other premises to any person not in possession of a valid ticket, and/or to request the person to leave the company’s train, station and/or other premises.
- Residents’ tickets, ELRPS members’ tickets, HRA passes, ATOC passes, working members’ passes and other tickets are subject to the additional requirement that any pass, permit or identification necessary for such concession shall be produced at the time of booking and on all occasions when the ticket is produced or handed over for inspection. Failure to produce the required pass, permit or identification renders the holder liable to pay the full ordinary fare, failing which they will be treated as a person not in possession of a valid ticket.
- The company’s staff members or agents may, at their discretion, withdraw any ticket, pass or permit if misuse is suspected.
- LOST, STOLEN OR MISLAID TICKETS Any passenger failing to produce and/or hand over a ticket on request will be liable to pay again the fare for the journey completed. The company will not replace or refund any lost, mislaid or unused tickets, or refund any fares paid as a result of a passenger’s failure to produce or hand over a ticket on request.
- REFUNDS Tickets are not refundable unless stated either in these Conditions of Carriage or in the specific conditions for the particular ticket type. Refunds can take up to 28 days to process.
- If a train is cancelled or delayed by more than fifteen minutes, or if insufficient passenger accommodation is available on a train, passengers holding single or return travel tickets may request a refund on the unused portion of their ticket if they choose not to travel. The refund must be requested directly from the outlet that sold the ticket (eg booking office, travelling ticket inspector, web site) and the ticket(s) must be surrendered.
- Platform tickets and other admission tickets are not refundable, other than in exceptional circumstances at the company’s sole discretion.
- Special Event tickets and Rover tickets are not refundable unless the entire event is cancelled, or may be refunded in whole or in part at the company’s sole discretion.
- DELAYS, DISRUPTION AND CONSEQUENTIAL LOSS The company’s published timetables may be altered or suspended at any time and for any reason. The company shall be under no obligation to convey passengers by train, nor by any particular type of train.
- The company will not be liable for any loss (including consequential loss) arising from: (a) the failure of any passenger to board the correct train or alight at the correct station; (b) the fact that there is not sufficient accommodation (whether seated or standing) on any train; (c) the failure of the company to reserve accommodation when requested; (d) the early or late departure of any train or any cancellation(s) or alteration to any timetable(s); (e) the failure to make any connections, whether advertised or not; (f) the failure to provide any particular facility, event or attraction, whether advertised or not; (g) the withdrawal of any ticket, pass or permit; (h) refusing access to, or requiring a person to leave, the company’s trains, stations and/or other premises.
- If disruption caused by circumstances within the company’s control leaves a passenger stranded before he/she has reached the destination printed on his/her ticket, the company will, if it reasonably can, arrange to get the passenger to his/her destination. Circumstances that are not within the company’s control include: (a) acts or threats of vandalism or terrorism; (b) suicides or accidents involving trespassers; (c) gas leaks or fires not caused by the company; (d) line or station closures at the request of the police, other emergency services or statutory authorities; (e) exceptionally severe weather conditions; and (f) riots or civil commotion.
- LOST PROPERTY The company will take reasonable care of any luggage, articles, animals or cycles which are taken into its safekeeping after being left in its trains or on its premises and will make a reasonable effort to contact the owner. The company may restrict or refuse access to retrieve any property left in its trains or on its premises if it is reasonable to do so.
- Any articles found in or on the company’s trains, stations or other premises will not be treated as belonging to the person who finds it and must be immediately handed over to a staff member or agent of the company. If property is left in or on the company’s trains, stations or other premises, the company’s staff or agents have the right to open it and examine the contents before removing it to a secure place. The company may, without being liable, remove or dispose of any property that might in its opinion cause any damage, injury or inconvenience.
- Any property taken into the company’s safekeeping which has not been retrieved within three months may be disposed of, and if sold the proceeds from the sale will be retained by the company. Items which are perishable may be disposed of earlier.
- ACCOMPANIED LUGGAGE, ARTICLES AND ANIMALS When accommodation is available the company will at its sole discretion convey accompanied bicycles, tricycles, tandems, prams, push chairs, and articles of a similar nature only in designated luggage areas of trains (and on payment of any appropriate fare). Such items must not obstruct any door, aisle or access to any train equipment.
- Hand luggage not exceeding 15kg per person may be carried in passenger compartments unless it is unduly bulky, dirty or of an offensive nature. Passengers must take care of any such items and may be liable for any injury, damage or loss if they do not take reasonable care.
- The company will only be liable for any loss or damage to luggage, articles, animals or cycles in its trains or on its premises if the loss or damage was caused by the fault of the company. The company’s liability in respect of any item will not exceed £1500 or the item’s value, whichever is lower.
- Dogs are conveyed (on payment of any appropriate fare) provided that they are kept under control and that other passengers or staff are not inconvenienced. All dogs must be kept on a lead at all times and are not allowed on seats. No other animals may be conveyed without the express permission of the company.
- Guide dogs and/or hearing dogs accompanying passengers with disabilities are conveyed free of charge and are normally permitted access to all public areas of trains, stations and other premises.
- Please note that dogs are not allowed into Bury Transport Museum except official guide and assistance dogs.
- UNACCEPTABLE CONDUCT Any person who the company has reasonable grounds to believe is intoxicated and/or likely to act in a riotous, disorderly, disruptive, unsafe or offensive manner may be refused access to, and/or may be required to leave, the company’s trains, stations and/or other premises.
- Children under sixteen years of age are only permitted to enter the company’s trains, stations or other premises when accompanied by a responsible adult.
Conditions of sale
- The Management reserves the right to make alterations to the advertised timetable and programme; to refuse admission; to provide alternative seats to those purchased of the same or greater value.
- Tickets are purchased for personal use only and are not purchased as any form of business or commercial activity. All tickets are non-refundable. Tickets may not be resold or offered for resale by anyone at a premium or otherwise. Resale or attempted resale is grounds for cancellation without refund or notice.
- When processing your booking the Booking Office will ask your name, address, email address and telephone number. This information may be used to keep you informed of forthcoming events at the East Lancashire Railway with your agreement.
- All information correct at time of going to press.
- The East Lancashire Light Railway Company expressly disclaims all liability for any direct, indirect or consequential loss or damage occasioned by the user’s reliance on any statements, information, or advice contained in this web site.
Control of dogs etc on the east lancashire railway
- This policy sets out the conditions that owners of dogs etc must abide by when bringing their pets to the East Lancashire Railway (ELR).
- Historically, the ELR has always welcomed pets on trains, stations and into our outlets. The intention of this policy is not to stop owners bringing their pets to the railway, but to put in place guidelines to assist in the control of them.
2. When is a dog ‘under control’
- A dog is considered ‘under control’ if it is on a lead held by someone able to control the dog.
3. Control of pets on the ELR
- The ELR has no control over an owners pet and therefore the ELR cannot accept liability for the control of dogs across the network. The owner or person in charge is responsible for their pet at all times.
- It is necessary for dogs to be leashed at all times. Dogs must be kept on a lead across all areas of the ELR.
- Owners need to take precautions when bringing their dog to the ELR and ensure dogs are clear of gangways etc, it is up to them to ensure their dog is not a risk to others.
- The railway can become busy and waiting rooms can become full very quickly, the ELR reserve the right to ask owners to move to another seat (on-train) or outside (pubs, cafés etc), it is a space for all so therefore we must be mindful of other users.
- Bad weather can cause dogs to become dirty, wet and smelly. The ELR reserves the right to refuse entry to pets onto trains or outlets, should the need arise.
- In terms of allergies, the ELR advertises that dogs are welcome, visitors with known allergies to dogs are advised to take their own precautions.
- Bury Transport Museum does not allow entry to dogs, Assistance Dogs excepted.
Complaint Handling Process
Our complaint handling process is simple and easy to use. Making a complaint directly to a member of staff: If you have made a complaint, they will try to resolve this on the spot involving the immediate manager or supervisor if necessary.
Where this is not possible, the immediate manager, if appropriate, may investigate to try and resolve the problem quickly, in which case they will contact you directly. If your complaint is still not resolved it will be passed to the Customer Service team and dealt with as described in the section below.
Making a complaint to the Customer Service team
If you make a complaint using an online form or email directly the following procedure will take place.
• Our Customer Service team will then make sure your complaint is passed over to the relevant department manager.
• If you have provided an email, we will attempt to resolve your complaint by email If you agree that the issue is resolved, then at the end we will not contact you again.
• If you are unhappy with our first response your complaint will be reviewed by our Customer Service Manager upon request. We will respond to you again with a decision.
• If you are unhappy with our second response, your complaint will be reviewed and further response to with the final outcome.
We do understand that not all outcomes will be to your satisfaction, but the complaint will be handled with sympathy and dealt with in an honest and sympathetic manner.