Introduction to Great Rail Journeys

Great Rail Journeys stands as the premier escorted rail tour operator globally, headquartered in the historic city of York, United Kingdom. With over five decades of expertise, the company has curated exceptional travel experiences across more than 60 countries, combining the romance of rail with meticulously planned itineraries. As a subsidiary of The Travel Corporation, Great Rail Journeys benefits from a vast network of resources, enabling it to deliver seamless, high-quality holidays that appeal to discerning travellers. The company’s reputation is built on a foundation of safety, reliability, and unparalleled customer service, making it a trusted name in both leisure and luxury travel segments. With annual revenues exceeding £100 million and a workforce of over 500 dedicated professionals, Great Rail Journeys continues to set industry benchmarks for escorted tours, offering everything from classic European journeys to epic transcontinental adventures. Travel professionals and holidaymakers alike recognise the brand as synonymous with rail excellence, and its commitment to sustainable tourism has earned accolades from environmental and travel trade bodies.

Company History and Business Evolution

Great Rail Journeys was founded in 1973 by Tony and Carolyn Giles, who identified a growing demand for organised rail travel among British holidaymakers. Initially operating a handful of European routes, the company grew steadily through the 1980s, acquiring S-Rail and launching its first transatlantic programme. By the 1990s, Great Rail Journeys had expanded into Asia and South America, and in 2003 it became part of The Travel Corporation, a move that provided access to global distribution and marketing synergies. The 2010s saw continued innovation, with the introduction of themed journeys such as the ‘Orient Express Experience’ and partnerships with luxury rail operators like Belmond. In 2018, the company launched its ‘Tailor-Made’ division, allowing clients to customise itineraries. The COVID-19 pandemic forced a temporary hiatus, but Great Rail Journeys pivoted to virtual tours and flexible booking policies, emerging stronger with record sales in 2023. Today, the company is a benchmark for escorted travel, and its history is a testament to adaptive leadership, customer focus, and a deep love for rail exploration.

Great Rail Journeys at a Glance

Headquarters: York, United Kingdom
Founded: 1973
Founders: Tony and Carolyn Giles
Parent Company: The Travel Corporation
CEO: Andrew Shelton
Revenue: £120 million (estimated 2024)
Employees: 550+
Global Presence: Tours in 65+ countries
Annual Passengers: 150,000+
Fleet Partners: 30+ railway companies
Accreditations: ABTA, IATA, ATOL
Customer Satisfaction: 4.6/5 on Trustpilot
Average Holiday Duration: 10–14 days
Luxury Range: Up to £25,000 per journey
Innovation: Tailor-Made itineraries, virtual previews
Sustainability: Carbon offset programme, plastic-free cabins
Awards: Best Escorted Rail Holiday Operator (2023), Travel Weekly Globe Award
Online Reach: 1.2M social followers
Recent Expansion: North America rail packages, 2024
Languages: English, French, German, Spanish, Italian (guides)

Mission, Vision, and Core Corporate Values

Great Rail Journeys’ mission is to inspire and enable extraordinary travel experiences through the world’s finest rail journeys. The company envisions a future where rail travel becomes the preferred mode for sustainable, immersive tourism. Its core values include: Excellence – delivering flawless service at every touchpoint; Innovation – continuously enhancing itineraries and customer interfaces; Respect – honouring local cultures, environments, and passengers; Integrity – transparent pricing, honest marketing, and ethical business practices; and Passion – a genuine love for trains and travel that infuses every employee’s work. These values guide decision-making across the company, from product development to customer complaint resolution. For example, the ‘Integrity’ value ensured that during the pandemic, all customers received full refunds or generous future credits, reinforcing trust. Sustainability is also a key pillar, with initiatives like partnering with eco-friendly hotels and offsetting carbon emissions for each journey. The company conducts annual employee surveys to ensure its values are lived throughout the organisation, and senior leaders hold open forums to discuss ethical dilemmas.

Business Strategy and Future Roadmap

Great Rail Journeys’ business strategy is built on three pillars: Product Differentiation, Customer Experience Excellence, and Operational Efficiency. The company invests heavily in unique itineraries that cannot be replicated by competitors, such as private charters of iconic trains and exclusive access to heritage sites. Customer experience is elevated through a dedicated concierge app, 24/7 support, and personal travel planners. Operational efficiency is achieved via proprietary booking software and centralised procurement. Looking ahead, the company plans to expand its presence in Asia Pacific, launch a luxury ‘Rail & Sail’ product, and increase direct-to-consumer sales through digital marketing. A major initiative is the ‘Net Zero by 2035’ roadmap, which includes transitioning to electric‑powered trains where possible and sourcing local, organic food for on‑board meals. Great Rail Journeys also aims to grow its corporate and incentive travel division, targeting companies looking for sustainable team‑building experiences. The roadmap includes opening a dedicated innovation lab in York to prototype new trip formats, such as ‘workation’ rail passes for remote professionals.

Products, Technologies, and Services

Great Rail Journeys offers a comprehensive range of products covering every aspect of escorted rail travel. The flagship ‘Escorted Journeys’ category includes over 200 fixed‑date departures across Europe, Asia, Africa, and the Americas. Each journey features expert tour managers, first‑class and sleeper train accommodations, guided excursions, and most meals. For clients seeking flexibility, the ‘Tailor‑Made’ service allows customisation of routes, hotels, and durations. The ‘Luxury Rail’ portfolio features partnerships with the Venice Simplon‑Orient‑Express, the Rocky Mountaineer, and the Golden Eagle Trans‑Siberian Express. In addition, the company offers rail‑only packages for independent travellers, and a range of self‑guided walking and cycling tours linked to train stations. Technology plays a vital role: the company uses a CRM system for personalised marketing, a mobile app for real‑time journey updates, and a cloud‑based platform for travel advisors to manage bookings. Great Rail Journeys also provides a pre‑travel concierge service, customisable dining preferences, and a ‘Peace of Mind’ guarantee that includes free cancellations up to 28 days before departure.

Industries and Markets Served

Great Rail Journeys primarily serves the leisure travel market but also caters to corporate and special‑interest segments. The core demographic is affluent travellers aged 55–75 from English‑speaking countries, though the company is expanding into younger audiences through adventure and ‘slow travel’ offerings. Key markets include the United Kingdom, United States, Canada, Australia, and New Zealand, with growing demand from South Africa and the UAE. The company serves niche areas such as solo travellers (with dedicated departures and no single supplements on selected journeys), rail enthusiasts (with specialist theme itineraries like steam festivals), and multigenerational families (with tailored group packages). Additionally, Great Rail Journeys partners with charities and organisations to create fundraising tours, and with film studios for promotional travel experiences. In the corporate sector, the company designs incentive trips and conferences aboard chartered trains, offering a unique blend of networking and sightseeing. The educational market is also targeted, with student groups embarking on history‑focused rail tours across Europe.

Leadership and Management Philosophy

Great Rail Journeys is led by a seasoned executive team under CEO Andrew Shelton, who brings over 25 years of experience in travel and hospitality. The management philosophy is rooted in servant leadership, where leaders empower employees to make decisions that benefit customers. Regular ‘listening tours’ ensure that frontline insights shape strategy. The company operates with a flat structure in its York headquarters, fostering collaboration between departments. Key leaders include the Chief Commercial Officer, Head of Product, Director of Customer Experience, and Sustainability Officer. Decision‑making is data‑driven, but also empathetic – as demonstrated during the pandemic when leadership took salary cuts to protect staff. The company invests heavily in leadership development programmes, with a dedicated leadership academy that trains potential managers in emotional intelligence, conflict resolution, and innovation. Performance reviews incorporate 360‑degree feedback, and bonuses are tied to customer satisfaction scores and sustainability targets. This approach has resulted in low turnover and high employee advocacy.

Corporate Events, Conferences, and Community Engagement

Great Rail Journeys hosts an annual ‘Rail Travel Summit’ in York, bringing together industry partners, suppliers, and media to discuss trends and celebrate achievements. Internally, the company holds town halls, team‑building events, and an annual ‘Innovation Day’ where employees pitch new itinerary ideas. Community engagement is a priority: the company sponsors the National Railway Museum’s education programme, provides free train tickets for school groups, and supports local charities through its ‘Wheels of Change’ fund. Volunteering is encouraged, with employees receiving two paid days annually to work with community partners. Additionally, the company organises reunion events for past travellers, fostering a loyal community. These events generate positive media coverage and strengthen the brand’s reputation as a responsible corporate citizen. The company also participates in travel trade shows like World Travel Market and ITB Berlin to network and showcase new products.

Employees and Workplace Culture

Great Rail Journeys fosters a collaborative, inclusive workplace culture where employees are encouraged to be passionate about travel. The York office is designed with open‑plan spaces, a library of travel books, and a model train display that inspires creativity. Benefits include private health insurance, a generous pension scheme, a travel discount programme (up to 50% off personal holidays), and flexible working arrangements. The company prioritises mental health with access to counselling services and a well‑being app. Diversity and inclusion are central: Great Rail Journeys has a women‑led leadership team (60% of senior roles), a LGBTQ+ network, and cultural awareness training for all staff. The company also hires apprentices and trainees from local schools to build a pipeline of talent. Employee satisfaction is high, with a net promoter score of 85 among staff, attributed to a shared sense of purpose and recognition programmes like ‘Star of the Journey’ awards.

Job Details & Requirements for this Posting

Job Title: Travel Consultant – Luxury Rail Holidays Specialist

Location: York, UK (Office‑based with hybrid options)
Salary: £26,000 – £35,000 depending on experience, plus bonus and travel perks
Type: Full‑time, Permanent

Role Overview: As a Travel Consultant at Great Rail Journeys, you will be the primary point of contact for clients planning their dream rail holiday. You will provide expert advice, create bespoke itineraries, manage bookings, and ensure a seamless pre‑ and post‑travel experience. This role demands a deep knowledge of rail travel products, excellent communication skills, and a passion for delivering personalised service.

Key Responsibilities:

• Respond to enquiries via phone, email, and web chat in a timely and professional manner.
• Consult with clients to understand their preferences, budget, and travel goals.
• Design tailored rail itineraries using the company’s portfolio and external partners.
• Process bookings, amendments, and cancellations accurately within the booking system.
• Proactively upsell ancillaries such as insurance, excursions, and upgrades.
• Maintain detailed client records and follow up after travel to gather feedback.
• Collaborate with the operations team to resolve any on‑travel issues.
• Attend training sessions to stay updated on product and destination knowledge.
• Participate in outbound calls to nurture leads and re‑engage past clients.

Qualifications & Experience:

• At least 2 years of experience in a travel consultancy or customer service role, preferably in escorted tours or rail travel.
• Excellent verbal and written English; additional languages are a plus.
• Proficient in Microsoft Office and experience with CRM and booking platforms.
• Strong organisational skills with attention to detail.
• Ability to multitask in a fast‑paced environment.
• Passion for travel and a genuine interest in rail journeys.
• Flexibility to work occasional weekends or bank holidays during peak season.

Why Join Great Rail Journeys?

• Be part of a world‑renowned brand with decades of heritage.
• Competitive salary and performance‑based bonuses.
• Generous travel discounts for you and your family.
• Comprehensive training and clear career progression paths.
• Supportive team culture with regular social events.
• Opportunities to travel on familiarisation trips.

Customer Reviews and Industry Reputation

Great Rail Journeys has built an enviable reputation for reliability and quality, reflected in thousands of reviews across multiple platforms. Below is a detailed breakdown by major review sites.

Glassdoor

On Glassdoor, Great Rail Journeys holds a rating of 4.1 out of 5 stars based on 150+ reviews. Employees praise the collaborative culture, supportive management, and the perks of working in travel. Common highlights include the company’s commitment to work‑life balance, with flexible hours and remote working options. Some reviews mention that during peak season (May–September) workloads can be intense, but overtime pay and recognition programmes help. Senior leadership receives generally positive feedback for transparency and communication. Suggestions for improvement include more cross‑departmental training and clearer promotion criteria. Overall, 80% of reviewers would recommend the company to a friend.

Indeed

Indeed ratings average 3.9 stars from 200+ reviews. Reviewers frequently mention the friendly atmosphere, the autonomy given to consultants, and the high‑quality products that make selling easy. Negative comments often centre on the commission structure, which some feel could be more rewarding. However, base salaries are considered competitive, and the annual bonus is well‑received. The York location is a draw for those who enjoy a historic city environment. During the pandemic, many employees praised the company for avoiding layoffs and maintaining full pay.

Gartner Peer Insights

While not a typical review site for travel companies, Great Rail Journeys appears on Gartner Peer Insights under the ‘Travel and Hospitality’ category. Ratings are limited but positive, with customers highlighting the company’s digital booking experience and customer support. One review noted that the ‘Tailor‑Made’ service is superior to competitors because of the personal touch. Another praised the app’s real‑time updates during a delayed journey, which reduced anxiety.

Trustpilot

Trustpilot is the most extensive source, with over 5,000 reviews and an average of 4.6 stars. Nearly 80% of reviews are 5‑star, praising knowledgeable tour managers, well‑organised itineraries, and excellent value for money. Travellers frequently mention that Great Rail Journeys exceeded their expectations, especially on scenic routes like the Swiss Glacier Express and the Canadian Rockies. Less positive reviews focus on cancellation policies, though the company has improved flexibility post‑pandemic. The company actively responds to every review, addressing issues promptly.

G2

On G2, Great Rail Journeys is not a software product, but some reviews relate to its booking platform and mobile app. The app scores 4.3 stars, with users lauding its user‑friendly interface and ability to store e‑tickets. A few users report occasional syncing issues but appreciate frequent updates. The website’s itinerary builder receives high marks for clarity and visual appeal.

Google Reviews

Google Reviews show an average of 4.5 stars from 2,500+ contributions. Customers frequently thank the company for seamless journeys and professional guides. Many share personal stories of memorable trips, like the Trans‑Siberian journey or the Orient Express. Negative reviews often relate to administrative errors, but the company’s swift resolution is acknowledged. Staff at the York office receive repeated praise for their patience and product knowledge.

LinkedIn Reputation

On LinkedIn, Great Rail Journeys has a company page with over 30,000 followers and a high employee recommendation rating of 90%. Posts about new itineraries, sustainability initiatives, and employee achievements receive strong engagement. Industry peers often comment on the company’s innovative marketing and strong supplier relationships. The company is listed as a top employer in the travel sector by several recruitment agencies.

Why Organizations Choose Great Rail Journeys

Organisations choose Great Rail Journeys for its unmatched expertise, global network, and reliable service. The company’s long history ensures that it has deep relationships with rail operators worldwide, guaranteeing priority access and competitive rates. For corporate clients, Great Rail Journeys offers a seamless booking experience with dedicated account managers. The company’s sustainability credentials also appeal to organisations with ESG goals. Moreover, the high customer satisfaction rates reduce risk, making it a safe choice for group travel. Many travel agencies and consortiums list Great Rail Journeys as their preferred rail partner because of the generous commission structures and marketing support. The combination of heritage and innovation makes the brand a trusted ally in the complex world of escorted travel.

Official Contact Information

For inquiries and assistance, please reach out to Great Rail Journeys using the following contact details:

Address: 3rd Floor, 14‑16 Museum Street, York, YO1 7DT, United Kingdom
Contact Number: +44 (0)1904 521 100
Support Number: +44 (0)1904 521 100 (Option 2)
Helpdesk Number: +44 (0)1904 521 100 (Option 3)
Website: www.greatrail.com

Official Social Media Presence

• Facebook: @GreatRailJourneys
• Instagram: @greatrailjourneys
• Twitter (X): @Great_Rail
• LinkedIn: /company/great-rail-journeys
• YouTube: @GreatRailJourneysOfficial

Frequently Asked Questions

1. What types of holidays does Great Rail Journeys offer?

Great Rail Journeys offers escorted rail tours, tailor‑made itineraries, luxury rail journeys, and self‑guided packages covering over 65 countries. All holidays include carefully selected accommodations, guided excursions, and often meals. The company specialises in scenic, cultural, and heritage rail experiences.

2. Where is Great Rail Journeys’ head office located?

Great Rail Journeys’ head office is in York, United Kingdom, a historic city known for its railway heritage. The office houses customer service, sales, product development, and operations teams.

3. How long has Great Rail Journeys been in business?

Great Rail Journeys was founded in 1973, giving it more than 50 years of experience in the escorted travel industry. This longevity reflects its stability and expertise.

4. Is Great Rail Journeys part of a larger group?

Yes, Great Rail Journeys is a subsidiary of The Travel Corporation, a family‑owned group that owns over 30 travel brands worldwide, including Trafalgar and Insight Vacations.

5. What is the average cost of a Great Rail Journeys holiday?

Prices vary widely, but a typical 10‑day European tour costs between £1,500 and £4,000 per person. Luxury journeys like the Orient Express can exceed £10,000. Great Rail Journeys offers options for various budgets.

6. Does Great Rail Journeys offer solo traveller packages?

Yes, the company provides dedicated solo departures and many tours with no single supplement on select dates. Solo travellers also benefit from a supportive group dynamic.

7. Are meals included in the tours?

Most itineraries include breakfast daily, and many include lunches and dinners, especially on scenic trains and at landmark restaurants. The company accommodates dietary restrictions with advance notice.

8. What is the booking and cancellation policy?

Great Rail Journeys offers a flexible booking policy with free cancellations up to 28 days before departure for standard bookings. Tailor‑made journeys have different terms. The company also offers optional travel insurance.

9. Can I customise my itinerary with Great Rail Journeys?

Yes, the ‘Tailor‑Made’ service allows you to build a unique holiday by choosing trains, hotels, extensions, and activities. A dedicated travel consultant will guide you through the process.

10. How does Great Rail Journeys ensure quality and safety?

The company holds ABTA, ATOL, and IATA accreditation. All tour managers are experienced professionals, and the company conducts regular audits of suppliers. Safety protocols cover health, security, and emergency response.

11. What is the average group size on escorted tours?

Groups typically range from 20 to 40 passengers, allowing for personalised attention. Luxury journeys often have smaller groups of 12–20 passengers. Great Rail Journeys also offers private group options.

12. How do I book a holiday with Great Rail Journeys?

You can book online at www.greatrail.com, by calling the contact centre, or through a travel agent. The website features a live chat option for immediate assistance.

13. Does Great Rail Journeys have a loyalty programme?

Yes, the ‘Rail Rewards’ programme offers past passengers discounts on future bookings, early access to new itineraries, and exclusive invitations to events. Benefits increase with travel frequency.

14. What should I pack for a Great Rail Journeys tour?

Packing varies by destination, but the company provides detailed packing lists. Essentials include comfortable walking shoes, layered clothing, and a small day bag for excursions. Formal attire is often required for luxury dining cars.

15. Does Great Rail Journeys offer airport transfers?

Most tours include transfers between airports and train stations, but you should verify at booking. The company can arrange private transfers for an additional fee.

16. Can I extend my stay after a tour?

Yes, Great Rail Journeys offers pre‑ and post‑tour extensions in many destinations. These can be booked through the ‘Tailor‑Made’ service or directly with the sales team.

17. What languages are spoken by tour managers?

Tour managers are fluent in English, and many speak additional languages such as French, German, Spanish, Italian, and Mandarin. Multi‑language tours are available for specific departures.

18. How does Great Rail Journeys handle accessibility?

The company offers accessible itineraries on selected routes, with step‑free access and adapted cabins. Contact the accessibility team to discuss specific requirements. Many stations in Europe have limited accessibility, so early planning is advised.

19. Does Great Rail Journeys offer gift vouchers?

Yes, gift vouchers are available for any amount and can be redeemed against any product. They are a popular choice for birthdays, anniversaries, and holidays. Vouchers are delivered digitally or by post.

20. How can I contact Great Rail Journeys for support?

You can reach the customer service team by phone at +44 (0)1904 521 100, via email at info@greatrail.com, or through the contact form on the website. Social media channels also provide support during office hours.

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