At Atlantic Rail, we understand that plans can change. We aim to provide a fair and transparent cancellation policy while ensuring that our steam train journeys can be operated safely and efficiently.
This policy is intended to comply with the Consumer Protection Act 68 of 2008 (CPA) and does not limit any rights passengers may have under applicable South African law.
- Passenger Cancellations
Passengers may cancel their bookings at any time before departure by notifying Atlantic Rail.
Cancellations made at least 72 hours before departure
Passengers may choose between:
A 50% refund of the ticket price, provided the cancellation charge is reasonable in the circumstances.
Transferring their ticket to another available Atlantic Rail trip at no additional administration charge.
Where a 50% cancellation charge would be unreasonable, a lower charge will apply.
Cancellations made less than 72 hours before departure
Passengers may still cancel their bookings. A reasonable cancellation fee may apply, taking into account the circumstances of the cancellation.
Refunds will be calculated after deducting any lawful, reasonable cancellation fee.
Atlantic Rail may consider requests to transfer tickets to another available trip.
- How Cancellation Fees Are Determined
In accordance with Section 17 of the Consumer Protection Act, cancellation charges will be assessed with consideration given to:
The amount of notice provided before departure.
The nature and operating requirements of the booked steam train experience.
Atlantic Rail’s reasonable opportunity to resell the cancelled seats.
Relevant industry practices.
Cancellation fees will not exceed what is fair and reasonable in the circumstances.
- Medical Emergencies
We understand that medical emergencies can happen unexpectedly.
Passengers who are unable to attend due to a medical emergency are encouraged to contact Atlantic Rail as soon as reasonably possible.
We may request reasonable supporting documentation confirming the circumstances, without requiring unnecessary personal medical information.
Depending on the circumstances, passengers may be offered:
A transfer to another suitable available departure date.
A full or partial refund, as appropriate.
Where a passenger cannot honour a booking because of the death or hospitalisation of the person for whom the booking was made, no cancellation fee will be charged, in accordance with Section 17(5) of the CPA.
Other medical emergencies will be considered individually and sympathetically.
- Cancellations by Atlantic Rail
Steam train operations depend on mechanical readiness, railway operating conditions, weather and safety requirements.
Should Atlantic Rail cancel a scheduled trip, passengers will be offered a choice between:
A full refund of the ticket price paid.
Transferring their ticket to another available Atlantic Rail trip.
Passengers will not be charged a cancellation or transfer fee when Atlantic Rail cancels a journey.
Any additional statutory remedies applicable to the circumstances will remain available.
- Ticket Transfers
Ticket transfers are subject to availability on the requested alternative trip.
Passengers requesting a transfer at least 72 hours before departure will not be charged an administration fee.
Transfers requested less than 72 hours before departure will be considered individually.
Any difference in ticket price will be communicated and agreed upon before the transfer is confirmed.
Passengers are not required to accept a ticket transfer instead of a refund to which they are legally entitled.
- Missed Departures and No-Shows
Passengers are responsible for arriving in time for their scheduled departure.
If a passenger fails to arrive and does not notify Atlantic Rail, a reasonable cancellation or no-show charge may apply.
No-show charges will be assessed in accordance with applicable consumer protection legislation, including any relevant statutory exceptions.
- Refund Processing
Approved refunds will be processed as soon as reasonably possible through the original payment method or booking platform, where practicable.
Passengers will be informed of the refund amount and any applicable processing arrangements.
Any legally prescribed refund deadlines will be observed.
- Contact Atlantic Rail
For cancellations, medical emergencies, ticket transfers or refund enquiries, please contact us:
WhatsApp: 082 268 6136
Please provide your booking reference, departure date and the nature of your request so that we can assist you.
- Consumer Rights
Nothing in this policy is intended to exclude, restrict or override any rights or remedies provided by the Consumer Protection Act 68 of 2008 or other applicable South African legislation.
Where any provision of this policy conflicts with applicable law, the law will prevail.