"Booked what was supposed to the holiday…"

Booked what was supposed to the holiday of a lifetime to Australia with part of it with Railtrail Tours. Tour was finally cancelled in January and refund for deposits paid onto an expired credit card not a live one. No sign of refund and whenever you try to contact them, by phone the person you want is furloughed. E-mail all you get back is they have sent the refunds and its your problem to sort it out with your bank!!! So no holiday & no refund, will never go anywhere near this firm again.

"Holiday cancelled 6 weeks before…"

Holiday cancelled 6 weeks before departure date. Notified by letter. No help with out of pocket expenses, i.e non-refundable advance booking hotel and train fares. Rail trail simply quoted their 'terms and conditions'. A travel company to avoid.

"Poor service on trip, little care of our concerns on return"

The tour was meant to be escorted, but our tour guide had so little care for the party that you might as well have been an independent traveller. At train changes he dashed off into the distance, not confirming which platform or where to disembark. He openly admitted that it was not his job to ensure people made the train. That is the point of the escort isn't it, to make sure people know where to go and how to get there.

When I contacted the company their attitude was that he had led many tours. I know this from my fellow travellers on this tour, who had similar experiences. Well they will not get me to use them again and we love train travel.
it is a small family business but they really don't seem to care about the client experience.

"A 5* price for a 2* holiday"

I went on holiday with this firm in September 2017, never again. The holiday was meant to be fully escorted, no help at St Pancras with checking in, no directions as to where we would find our coach. The first night we were presented with the week's menus, no choice. An effort was made to cater for dietary tastes but if you are full vegetarian don't go. We spent a lot of time on coaches when the trips could've been done by train. The day trip to Carcosonne was v disorganised. We had very little information on what to do on the off day, the hotel did not have much either. I have complained to Railtrail but they said the general feedback was good, that was not my impression, most people complained about the food and lack of choice