“An absolutely magical experience! The Brienz Rothorn train ride is simply breathtaking from start to finish, with stunning scenery all along the way. The wooden carriages and steam locomotive give it a unique, authentic charm, it truly feels like stepping back in time. The staff are welcoming and friendly, making the journey even more enjoyable. Once at the top, the panoramic views of the Alps and Lake Brienz are absolutely jaw-dropping. An unforgettable moment that I 100% recommend!
Dhia from Canada !”
“I am writing to file a formal complaint regarding a deeply unacceptable incident that occurred on August 11th, 2025, during the last train at 17:40. This involves the behavior of two female staff members who were operating/supervising the train.
Tho the view was beautiful. We had a horrible experience.
Summary of the incident:
• We boarded a carriage with 8 seats, intending for 8 of our 10 family members to sit there. However, we were told to leave, and shortly after, two other passengers were allowed to take those seats.
• I wanted the children to sit with their mothers, but we were repeatedly separated, leaving children apart from their parents.
• There were also two empty carriages at the back of the train. The staff told us they were reserved for workers who would board after the first stop — but when we reached that stop, no one boarded at all.
• Both staff members raised their voices aggressively at us throughout the incident, while we spoke politely using “please” and “ma’am.” When one parent asked them to speak respectfully, they shouted even louder and accused us of being “disrespectful.”
• One staff member physically pushed our 16-year-old because she was near the door they wanted to close.
• Despite me explaining three times that one 11-year-old girl had a severe phobia of dogs, she was placed in a carriage with dogs. She began crying and was visibly distressed, but the staff ignored this, continued chatting, and even laughed.
• To prevent a panic attack, we had to move her by climbing over seats — which was dangerous — but the staff did nothing to assist. They even started the train while we were still struggling to help her. Only when somebody pointed out what was happening did they finally stop the train and allow her to switch carriages.
• At one point, the staff even said that if we didn’t board where they told us to, we could “just walk down with our own legs.”
• By the time the girl was finally reunited with her mother after the train ride (because they had placed her in a different carriage), she was already in tears, frightened, and emotionally shaken.
Why this is serious:
This was unprofessional, aggressive, discriminatory, and unacceptable behavior. We had done nothing to deserve this treatment, and we are paying customers who expect basic respect and dignity. The experience completely ruined our day and left emotional harm, especially for the children.”
Hello Hekmat,
Thank you very much for your review and for taking the time to share your experience with us in such detail. We deeply regret that your journey on the Brienz Rothorn Bahn on August 11, 2025, was marked by such unacceptable and distressing incidents.
Please rest assured that your feedback has been taken very seriously. We have already forwarded your report to the management of the Brienz Rothorn Bahn. They have been informed and will reach out to you directly to provide a personal response, extend their apologies, and offer appropriate compensation.
Once again, thank you for your honest and detailed feedback, which will help ensure that improvements are made.
If you have any further questions, please don’t hesitate to reach out to us.
Best regards,
Your Swiss Activities Team
“Amazing views from the top and all the way through the journey! Definitely worth it. Just one suggestion, like most other peaks, it might be a good idea in future to create a triangular trip so the ride back is not more o the same.”
