FAQS

Your E-tickets will be sent out to you two weeks before you’re due to visit us.

If you selected to receive your Golden Tickets via post, available during checkout, these will be posted in November. If they don’t arrive, you will be able to collect them from Customer Services on the day.

Our carriages are arranged in tables of four, with two seats facing two seats across a table. Each carriage has 64 seats or 16 tables of 4. This year, you will be asked to select your exact seats and carriage when booking.

We recommend that, when seating your party, you fill the tables before spilling across the aisle if your party is larger than 4 people, or your seats may be rearranged in this way in order to maximise the possibility of smaller parties being able to sit together. 

There is also a divide in the middle of the carriage, so we also recommend not picking your seats across the middle of the carriage if you are a larger party.

The train ride itself lasts approximately 1 hour, but we ask guests to arrive at the platform by the check in time shown on your ticket. This gives passengers enough time to get checked in and ready to board the train. Guests are usually with us between 1.5 and 2.5 hours.

You will not board immediately as train times are subject to change, by up to an hour, due to network rail and is, unfortunately, out of our control. 

NOTE: When planning your journey home we recommend you do not plan a journey home less than 3 hours after check-in time. 

Ticket 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 Ticket Protection coverage can be found here: https://securemybooking.com/make-a-claim/uk/ Please ensure the policy meets your needs before purchase.

Ticket Protection is provided by a third-party company Secure My Booking and their Terms and Conditions are final. The Ticket Protection is non-refundable in any circumstance.

Ticket Protection can only be purchased when making a booking. It cannot be added retrospectively

Please see here for information regarding our guests with disabilities.

Unfortunately, due to the limited space on our heritage carriages, neither pushchairs nor the car seat sections are allowed on board. 

*subject to availability and extra charge.

We do offer a carers discount of 50% off of the carers ticket for anyone on the highest rate of DLA, SDP, enhanced rate PIP, or if you have an access card with a +1 shown on it. Just email our elves with proof you have one of the previously listed allowances and they will refund you 50% of one ticket. 

Due to the heritage nature of the carriages used, we cannot accommodate wheelchairs or pushchairs of any kind on board, so passengers will need to be able to step up into the train and make their own way to their seat.

*subject to availability and extra charge.

Unfortunately due to the popularity of THE POLAR EXPRESS™ Train Ride event we are unable to offer any cancellations, refunds, or reschedules less than 60 days prior to your event starting, therefore please be sure you can attend on the dates/times selected when you book. In the unfortunate event the train is unable to operate, you will be notified as soon as possible and given a refund or the opportunity to reschedule.

We are happy to cancel / refund / reschedule where possible your tickets, as long as you contact us more than 60 days prior to your event date, subject to an admin fee of £15 for all changes made.

Changes less than 60 days prior to your event are at our discretion only and subject to an admin fee of 25% of your entire ticket value.

You are only liable for a refund should we fail to to run the event. There will be NO refunds for guests missing the train or arriving late or who miss the train due to but not limited to, illness, poor weather, vehicle breakdowns, public transport, acts of God and anything covered in the Events Outside Our Control.

There will be NO changes to any tickets later than 30 days prior to your event date.

SERVICE CHARGE / BOOKING FEES AND TICKET PROTECTION ARE NON-REFUNDABLE IN ANY CIRCUMSTANCE. WE WILL NOT REFUND ANY POSTAGE COSTS OR ITEMS THAT HAVE ALREADY SHIPPED.

What if the weather is bad and travel will be difficult?

As the event takes place in winter please do prepare for the road conditions. No refunds will be given if you can’t get to us and the experience runs.

PNP Events LTD are not responsible for the winter weather or your transport arrangements to us or any road closures or delays or cancellations on your journey to us. Please leave plenty of time to travel safely to us. 

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 diesel locomotive or running the show on a static train.

All bags will be subject to searches and large bags / rucksacks will not be allowed on board. NO SUITCASES under any circumstances will be allowed on board.

*subject to availability and extra charge.

Unfortunately, dogs and other animals are not allowed on board. Service dogs are welcome to join us but will need to sit under the table for the duration of the journey.

We do not allow Therapy Dogs/Emotional Support Dogs or other animals on board THE POLAR EXPRESS™ Train Ride.

An assistance dog is legally permitted to accompany its client, owner, or partner, at all times and in all places, within the United Kingdom. A therapy dog/emotional support dog is not legally recognised in the UK. Emotional support dogs in the UK are not considered to be assistance dogs – this is because an assistance dog is trained to perform specific tasks (such as a Guide Dog or Hearing Dog) to help a disabled person and are usually qualified by one of the charitable organisations registered as members of Assistance Dogs UK. These dogs are trained to be in environments that are busy and loud. An emotional support dog does not have this training and as such is considered a pet under UK law. We do not allow any animals other than registered assistance dogs on board and reserve the right to refuse admittance to the event.

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.

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