GUESTS WITH ADDITIONAL NEEDS
A little background
We want everyone to feel welcome when visiting our experience at London Euston station. Please take a moment to read the information below.
Large crowds
We welcome a large number of guests at each departure, with approximately 500–1,000 people attending at any one time. As a result, some areas may become crowded, particularly as London Euston station is especially busy during the Christmas period.
Each train consists of 10 carriages, with around 64 passengers in each carriage. In addition, the event operates from London Euston, a fully functioning mainline station, meaning passenger numbers on the platforms can increase significantly at short notice.
Boarding
Over the past five years of running our event, we have found that asking passengers with disabilities to board first can unintentionally place pressure on them to hurry while other guests wait.
To address this, we have updated our boarding process. Passengers with disabilities now have the option to board last, allowing them to take their time and board at a pace that feels comfortable, without any sense of urgency.
We have also found that many passengers with disabilities prefer to be seated near the doors, as these areas offer easier access and are often quieter. By boarding these passengers last, we can ensure that once they are seated, they are not disturbed by other guests moving through the carriage.
Please speak to a member of our staff if you have any questions or concerns about boarding the train.
Loud Noises
Our experience includes music, actors using microphones, a large train, and large crowds, all of which can produce loud sounds at times. For guests who are sensitive to noise, many have found it helpful to bring ear defenders for certain parts of the experience.
Please also be aware that, by its nature, the station itself is a busy and noisy environment, with frequent train movements and a high volume of passengers.
Flashing Lights
Lighting on the carriages is synchronised with the show to enhance the overall experience. As a result, there will be some flashing lights used on board the train and in areas around the experience. These lighting effects are designed to complement the performance and are not strobe lights.
Guests who are sensitive to flashing lights may wish to be aware of this in advance and take any steps that help them feel comfortable during the experience. If you have any questions or concerns about the lighting, our staff will be happy to assist.
Walking
For guests who experience difficulty walking, we will always do our best to accommodate your needs, while working within the limitations of operating an event on a heritage railway. Unfortunately, due to the design of our heritage coaches, we are unable to accommodate wheelchairs on board the train.
Carer's Discount
We offer a carer’s discount, providing 50% off one carer’s ticket, for guests who receive the highest rate of DLA, SDP, the enhanced rate of PIP, or who hold an Access Card showing a +1.
To claim this discount, please email our elves with proof of one of the above allowances. Once verified, we will refund 50% of the cost of one ticket.
Please note that, due to the heritage nature of the carriages, we are unable to accommodate wheelchairs or pushchairs of any kind on board. All passengers must be able to step up into the train and make their own way to their seat.
Discounts are subject to availability and may incur an additional charge.
FAQS
Are there disabled toilets available?
Yes, accessible toilets are available on site for our disabled guests. If you need to use the facilities, please speak to a member of staff, who will be happy to guide you.
Please note that there are limited toilet facilities available on board the train.
Can wheelchair users board the train whilst in their wheelchair?
Unfortunately, due to the design of our heritage coaches, we are unable to accommodate wheelchairs on board the train. However, if a wheelchair user is able to step up into the carriage and walk a short distance, our staff can assist with boarding.
Any wheelchairs will be transferred to the arrival station and will be ready for use when you disembark.
Is there any parking for guests with disabilities?
There is parking at the station however this can get busy, we ask all guests to plan ahead in advance.
Official Merchandise
Official THE POLAR EXPRESS Train Ride merchandise is available to purchase from North Pole Trading.
