FREQUENTLY ASKED QUESTIONS
Tickets must be booked online via our website – simply click here to begin your journey. Please note that tickets cannot be purchased by phone or in person at the station. We accept all major credit and debit cards, with secure payments processed via Stripe. For added flexibility, we also offer Klarna, allowing you to spread the cost of your booking – making this magical experience more accessible for families.
Your tickets will be sent to you by email immediately after your booking is confirmed, to the email address provided at checkout. If you do not receive your tickets within a few minutes, please check your junk or spam folder.
THE POLAR EXPRESS™ Train Ride will depart from Edinburgh Waverley Station, EH1 3EG, with the check in point being located on Platform 2.
Our First Class carriages are arranged with tables for four, alongside select tables for two and individual seats opposite – making them ideal for groups of five or six. All First Class seats are positioned at a table for a more comfortable, social experience.
In Standard Class, a limited number of table seats for four are available, with the majority of seating arranged in a traditional airline-style configuration (pairs of seats).
When selecting your seats, we recommend that larger groups (four or more) choose table seating where possible before selecting seats across the aisle. To ensure as many families and groups as possible can sit together, we may adjust seating arrangements accordingly.
You will be able to select your preferred seats at the time of booking.
Please be careful when onward planning especially if you plan to take a train home after the event. Whilst we plan for you to be on board the train for approximately an hour, we anticipate you being at the experience for 1:30-2 hours in total. However, should a delay happen whilst on board or before we can depart the train, this could increase so please be mindful when planning your journey home. We are at the mercy of Network Rail and its operational changes.
Refund Protection allows you to re-coup 100% of the paid ticket price if you are unable to make it to your event for any number of covered reasons, including illness, travel delay, adverse weather conditions and more. Full details of the Refund Protection coverage can be found here: https://www.xcover.com/en-us/help/partners/tt Please ensure the policy meets your needs before purchase.
Refund Protection is provided by a third-party company, XCover, and their Terms and Conditions are final. Refund Protection is non-refundable in any circumstance. Refund Protection can only be purchased when making a booking. It cannot be added retrospectively.
Yes – we are committed to making THE POLAR EXPRESS™ Train Ride Edinburgh accessible to all guests. Our trains include dedicated wheelchair spaces with companion seating, as well as an accessible toilet on board. For full details and to help plan your visit, please refer to our Accessibility page.
Due to limited space within the carriages, pushchairs and car seats cannot be taken on board. We recommend leaving these in your vehicle where possible. Further guidance on storage options at the station will be provided ahead of your visit.
There are many public car parks and public transport links near and inside the station. We suggest you leave plenty of time for travel when planning your journey to us, as public transport and parking locations can be very busy in Edinburgh around Christmas time.
For THE POLAR EXPRESS™ Train Ride Edinburgh, we plan to operate using Mark 3 carriages, chosen for their comfort and accessibility – particularly for guests with additional requirements. On rare occasions, and due to circumstances beyond our control, an alternative train may be used to ensure the experience continues to run smoothly. All services will be hauled by diesel locomotives to maximise reliability throughout the event.
We plan to travel along the line from Edinburgh Waverley and there may need to be movements backwards and forwards due to caribou or frozen lakes. Whilst we attempt to run the event as close to THE POLAR EXPRESS™ Train Ride experience as possible we may need to, at short notice and due to technical or mechanical problems, make operational changes to enable the event to continue to run. This may include substituting a locomotive or running the show on a static train.
Unfortunately timings are extremely strict due to us running on the main line. If you are heading to the event and likely to be late, just keep coming and we will do everything we can to help you, however, even if the train hasn’t left the platform we have strict cut-offs where the doors are locked and cannot be unlocked to allow for late arrivals, just like a normal train.
Bags may be subject to searches and large bags / rucksacks will not be allowed on board. NO SUITCASES under any circumstances will be allowed on board.
Dogs and other animals are not permitted on board. Registered assistance dogs are very welcome to join us and must remain with their owner throughout the journey, seated on the floor and not obstructing aisles or walkways.
Please note that therapy or emotional support animals are not recognised as assistance dogs under UK law and are therefore not permitted on board. To ensure the safety, comfort, and enjoyment of all guests, we reserve the right to refuse entry to any animal that does not meet these requirements.
If you or a member of your party has any allergies, please contact us at support@edinburghthepolarexpressride.com. Due to the scale of the event and the volume of guests, we are unfortunately unable to offer alternative options for our cookies or dairy-free substitutes for hot chocolate. Please note that our products may contain, or come into contact with, common allergens including nuts.
We encourage our guests, young and young at heart to wear pyjamas, just as in the book, with a dressing gown for good measure! Immerse yourself in THE POLAR EXPRESS™ Train Ride, children love it and why not Mums, Dads, Granny and Grandpa too? The atmosphere in the train comes alive for a truly magical experience!
For the safety of our guests, we ask that they wear sturdy, closed-toed shoes and not slippers, open-toed shoes, flip-flops etc. The British winter weather is not kind to fluffy slippers.
If you need to contact us please do so by clicking here. Our elves aim to respond to all queries within 3 working days. Please remember to check your spam boxes for our reply.
Please see our Terms and Conditions here.