THE SCOTTISH steam train known as ‘Hogwarts Express’ has been blasted by frustrated passengers who have been left disappointed by the service.
Jacobite operators West Coast Railways (WCR) was slammed when customers said they were so upset that they “dreaded” their return journies back.
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The steamie attracts thousands of visitors each year, especially from Potterheads who flock to enjoy a trip over the iconic Glenfinnan viaduct which the Hogwarts Express travelled over in the hit series starring Daniel Radcliffe.
It takes passengers between Fort William and Mallaig in Invernesshire as it passes over the Viaduct in the 84-mile journey.
It is frequently described as the “greatest journey in the world” and anyone lucky enough to get a seat on the train has to make bookings months in advance.
But according to The Scotsman, it has recently faced criticism and received a host of negative reviews over the last year.
Almost a third out of its 95 reviews from 2023 on TripAdvisor rated the service just one star, with almost half of the reviews including one and a half or two stars.
And a long-time volunteer at the station revealed that many customers who used the steam train “dreaded” their return journeys.
Gone are the days when the end of the season was marked by celebrating on the platform to thank WCR for coming to Mallaig each year
Sonia Cameron
Sonia Cameron has spoken with many passengers during her 15 years as a “station adopter” at Mallaig, where she helps with maintenance.
She revealed that many have shared their frustrations about their bookings being cancelled with short notice back at the beginning of the season.
This was due to WCR failing to install new, modern updates and replacements on the carriages, including central door locks.
Others were unhappy with how “filthy” the windows were, which prevented them from taking photos of the stunning scenery along the line that features in the Harry Potter films.
The service also received complaints after it had to be hauled by a diesel instead of a steam locomotive on numerous occasions.
Ms Cameron has now called on WCR to improve its customer service, clean the windows, and rebuild trust with locals.
Writing in the West Word community newspaper, she said customers have often been “berating and complaining day after day of their disappointment in their Jacobite experience and dreading the journey back”.
According to The Scotsman, she added: “Gone are the days when the end of the season was marked by celebrating on the platform to thank WCR for coming to Mallaig each year.
“Now there seems to be little interaction between the Jacobite crew and guests, except for Tannoy announcements”.
Lochaber Chamber of Commerce supported Ms Cameron, with chief executive Frazer Coupland urging the operator to “engage meaningfully with local communities and stakeholders to find solutions”.
A WCR spokesperson told The Scotsman: “We were deeply disappointed to see the comments, given the substantial economic contribution The Jacobite makes to the Highland communities where we operate.
“The Jacobite service is a lynchpin of Scottish tourism, bringing an estimated £35 million into the sector.
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“It is central to drawing customers for local businesses, hotels and caterers in the West Highlands.
“We have published details of our 2025 season and will consider further opportunities for engagement.”
