Hi there TTT1_19, This is a very upsetting review to read, with being a small community ran heritage railway we pride ourselves on the service provided by our strong team of volunteers, so I am very saddened to read such a review. The fish and chip service is a popular service we provide year on year after countless fantastic bookings. The service is provided by an events management company who we work together with and they also pride themselves on their service. I am sure this feedback will sadden them. The fish and chips are provided from a local chip shop in Duffield as we work together with our local community. The dining coach you speak of is a separate booking and is used for fine dining services such as afternoon tea and Sunday lunches. You can see these options online at www.E-v-r.com. Your Granddad would be more than welcome to take a tour of the steam engine with the team when it arrived back to Wirksworth, you would only need to approach one of the very many friendly volunteers on site who would have been more than happy to assist - on this I can assure you as this happens every time we run services. The engine itself also has ‘run around’ time at Wirksworth and is able to view from either platform 1 or the north end of platform 2. There is ample time to view and get pictures so I am again, saddened to read you missed such an opportunity. Our steam team are always more than happy to show people the engine and even encourage pictures and time to chat. If you’d kindly provide your booking details to us, we will look into this further for you. If you send an email to ticketoffice@e-v-r.com. Please provide full name and booking details when emailing us. With thanks, Helen

Wow, thank you so much for letting us know! Our staff, the performance team and fantastic volunteer work force, work all hours in all weathers (Wirksworth winters can be wild!) to give the best experience possible on the 12 days of Christmas trains. It means the world to us all to know it all went so well and we can’t wait to see you next time 🙂

Hi there D4267NBsb, I am so sorry to read the experience was not what was expected. Can you tell me when it was you visited, what the trip was for and what went wrong? I want to resolve this for you as it’s so sad to read that you felt it wasn’t worth the money.

Hi there Katie! I am so sorry to read that the experience was not what was expected and that you felt the Christmas cheer was not present. Our wonderful Railway volunteers and performance team worked very hard to bring the station, and Santas station, to life for the 12 days of shows and all worked hard to ensure the event was a success. As they do year on year. I am also saddened to know that you felt our after care was not what was expected, I have checked the systems and seen we responded right away to your complaint, and even discussed this with our performance team, who were also keen to set this right for you for next time. We do our utmost to provide a great experience for the community, our customers and the volunteers. If you’d be happy to email me again, or call our ticket office direct, we will do our utmost to ensure this is resolved for next time.

Malcolm, thank you so much for letting us know and leaving us such a wonderful review. It means the world to us all to know it all went so well and we can’t wait to see you next time 🙂