FAQs

How can I buy tickets?

All tickets must be purchased online. Tickets cannot be ordered by phone or in person at the railway. We accept all major credit and debit cards, and payments are securely processed via Stripe.

Can I spread the cost of my tickets?

Yes! We’re pleased to offer Klarna as a payment option, allowing you to spread the cost of your tickets.

How much do tickets cost and what dates and times are available?

Our full range of times, dates, and their prices can be found by clicking the link below.

View Dates & Prices

How are seats arranged?

Our carriages feature seating arranged in groups of four around a table, as well as pairs. Seating is allocated by our customer service team.

Please note: seating layouts are for illustrative purposes only and may change for operational reasons.

Download Seating Example

Please note: we reserve the right to allocate seating as required. If your booking is not made in groups of four, you may be seated at a table with another family.

What are the carriages like?

Our carriages are heritage stock and each one is different. Photos and videos are for illustrative purposes only, and we reserve the right to change carriages at any time for operational reasons.

How can I sit with another party?

If you are looking to make multiple bookings and you wish to be seated together, please use the link below. However, we can never guarantee bookings can be sat together, so we recommend making a single group booking to have a greater chance of ensuring your group is all together.

Please note though, if your single booking consists of multiple families they may be split across tables. E.g. If you make a booking for 6 people but this is 2 families of 3 you would be sat 4 around one table and 2 on another. In this case we would suggest making separate bookings but we could not guarantee you will be sat with 2 tables together.

Please be aware if you make an additional purchase these are not attached to your original booking, you must contact us by the linked bookings form in order to link these bookings together, or if you wish to add an additional member to your party please contact customer services directly

Link my booking

Please note: we reserve the right to allocate seating as needed. If your booking is not made in groups of four, you may share a table with another family.

Do you offer a carer discount?

We are happy to offer a discount for a carer ticket to passengers who need an extra carer with them in order to enjoy the experience. If you are in receipt of the highest rate of Disability Living Allowance (DLA), ADP, CDP, or enhanced rate Personal Independence Payment (PIP) benefit or you have an access card with a +1 shown, we offer a 50% discount on the carer’s ticket.

What are the requirements to qualify for a carer discount?

The following requirements are needed to receive a carer discount:

Highest Rate of Disability Living Allowance (DLA), ADCP, CDP, OR
Enhanced Rate Personal Independence Payment (PIP) OR
An Access Card showing +1

How do I apply for the discount?

Firstly, purchase your tickets on the website at full price.

Contact Customer Service on the link below with your booking number and proof of entitlement. Our elves will then refund you 50% of 1 ticket minus the compulsory £3.00 booking fee.

Please note there must be at least 1 full paying adult on the booking in order to claim a carers ticket.

Contact Us

What proof do I need?

We accept the following as proof of entitlement:

A photo of full official letter dated in the last 12 months from the Department of Work and Pensions OR
A photo of an Access Card (both sides) clearly showing the photo and number.

We DO NOT accept

Blue badges
CEA Cards
Bank Statements
Doctors / Medical letters

Are there any exclusions?

We are unable to accept carers discounts for the following:

In conjunction with any coupons or discounts already on performances or when applied to at the checkout.
There MUST be at least 1 full paying adult.

Is there a cut-off date for applying the Carer discount?

Please note that the Carer discount cannot be applied to bookings after 30 December. All requests must be submitted before this date.

Can we get the carers discount if we buy tickets through a third-party seller?

Unfortunately, the carers discount is only available for tickets purchased directly through us. Tickets bought via third-party sellers are not eligible.

Large Group Bookings

If you are booking more than 32 tickets, please click the button below. This allows our team to review your requirements and help arrange seating for larger groups, ensuring the best possible options for your party.

Contact Us

Smaller Group bookings

If you are booking fewer than 32 tickets, please use the button below to book as normal. Your booking can be completed online, and tickets will be allocated through our standard reservation system.

Book Tickets

Can I protect my tickets?

We are pleased to be able to offer ticket protection through our 3rd party partner, Secure My Booking.

Ticket Protection allows you to re-coup 100% of the paid ticket price if you are unable to make it to your event for a number of covered reasons, including illness, travel delay, adverse weather conditions and more.

To see what is covered please see the Secure My Booking link.

What is covered?

Who provides the ticket protection?

Ticket protection is offered through our 3rd party partner, Secure My Booking.

You can see details here:

Visit Secure my Booking

Who decides if Ticket Protection covers my situation?

Ticket Protection is provided by a third party company Secure My Booking and their Terms and Conditions are final. They will make the decision if your situation is covered or not. We do not have the ability to override this decision.

How do I add ticket protection?

Ticket protection MUST be added at the time of booking. We cannot add it at a later stage. You will be shown the option to add protection when booking. All tickets must be covered or non at all.

Is ticket protection refundable?

The Ticket Protection is non-refundable in any circumstance. You are covered from the moment you purchase tickets.

How do I claim using ticket protection?

If you have ticket protection, you can make a claim using the link below.

Make a claim

Please be aware, Secure My Booking's decision is final and we are not able to change this.

Pyjamas of course! We encourage our guests to wear pyjamas and robes just as the characters did in the film! However, because it is winter and partially an outdoor event we ask guests to bring a warm coat, a brolly and wear sensible sturdy shoes. No slippers please! We are a working railway with some uneven floors and it can get a little muddy, we would hate for you to ruin your bunny rabbit slippers!

Yes, the train does move. You will be on-board for approximately 1 hour. 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.

We will offer an alternative hot chocolate and a snack free from many allergens, but unfortunately, we may not be able to accommodate all possible allergies or dietary requirements. Please speak to a member of staff on the train if you require an allergy friendly alternative.

You are welcome to bring an alternative with you for members of your party who have allergies if you prefer.

Nestle Alegria hot chocolate

Sugar, Skimmed Milk Powder (13.9%), Glucose Syrup, Fat Reduced Cocoa Powder (10.4%), Coconut Oil, Thickener (E415), Flavouring, Anti-Caking Agent (E551), Acidity Regulator (E340), Stabilisers (E331, E452), Salt [Sodium Chloride, Anti-Caking Agent (E535)].

For allergens: see ingredients in bold.

Options Vegan Belgian Choc

Fat reduced cocoa powder¹ 23%, glucose syrup, maltodextrin, Belgian Chocolate 10% (sugar, cocoa mass¹, fat-reduced cocoa powder¹, flavouring), sugar, fully hydrogenated coconut oil, gluten-free oat flour, refined coconut oil, thickener (guar gum), salt, emulsifiers (E322, E47), modified starch, hydrolysed pea protein, sweetener (aspartame²), stabilisers (E340, E340(i)), anti-caking agents (E551, E341 (ii)), flavouring (vanillin), colour (E160a).

MAY CONTAIN: MILK

² Contains a source of phenylalanine.

Rainforest Alliance Certified

Vegan/Gluten/Nut free biscuit

Ingredients; Flour Blend (Rice, Potato, Tapioca, Maize, Buckwheat), margarine (palm oil, rapeseed oil), sugar, Chocolate chips [sugar 58.5%; cocoa mass 33.0%; cocoa butter 8.0%; emulsifier: SOYA lecithin <1%; natural vanilla flavouring <1%], cornflour, rice flour, water. Allergens in BOLD. May contain wheat.

Milk chocolate cookie

WHEAT flour (with calcium, iron, niacin & Thiamine). Sugar, salted butter (12%) (butter(MILK) Salt); Vegetable margarine (palm oil, rapeseed oil, water, emulsifier, mono- &di-glycerides of fatty acid); OATS, milk chocolate chunk (6%) (sugar, whole MILK powder, cocoa butter, cocoa mass, Whey powder (MILK), emulsifier; SOYA lecithin, vanilla extract; Brown sugar (sugar, Cane molasses), golden syrup, rapeseed oil, baking powder (raising agents: sodium acid pyrophosphate and sodium bicarbonate)

Due to limited space on our heritage carriages, pushchairs and car seats are not permitted on board. For everyone’s safety and comfort, we kindly ask that these items are left on the platform.

Our trained marshals will look after them for you during the journey, and you can collect them again when you return. Thank you for your understanding — this helps us ensure a safe and enjoyable experience for all guests.

Our THE POLAR EXPRESS™ Train Ride gift shop is available before and after the Train Ride and is for ticket holders only. A lot of the merchandise in our gift shop is event exclusive and will not be on our online store.

Online Gift Shop

We also operate our online shop North Pole Trading where you are able to purchase a range of THE POLAR EXPRESS™ Train Ride items throughout the year.

North Pole Trading

Returns / Faulty items / Refunds

We are sorry you wish to return your items / your item is faulty. Please contact our customer services who can assist with this. We will require your receipt number in order to process this.

Customer Services

Your e-tickets will be sent to you 7 days before your visit. Please take a moment to check your junk or spam foldersjust in case the email has ended up there. You should be looking for an email from ETIX.

If you have any trouble finding your tickets, please don’t hesitate to get in touch with us — we’re happy to help!

Customer Services

Will I receive a Golden Ticket?

Golden tickets will be given out on the day of your event to ensure everyone has them on board and can join in with the fun activities.

What is the cancellation / refund policy?

We are unable to offer any cancellations, refunds, or reschedules therefore please be sure you can attend on the dates/times selected when you book. The train can depart in rain and snow. In the unfortunate event the train is unable to operate, you will be notified as soon as possible and given a refund of your Tickets or, if possible, the opportunity to reschedule.

As the event takes place in winter, please plan appropriately for the road conditions. Remember, this is England and the weather can vary dramatically, however, this event is not affected by the weather and will run no matter the weather conditions even in rain and snow. PNP Events is not liable for any road closures or delays.

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

Booking fees and Ticket Protection are not refundable in any circumstance.

There is a £20 fee for any changes to the order (Including but not limited to Name, Address, Date, Time etc) up to 60 days before your event date and time.

If you sell your tickets to a third party, the £20 admin charge needs to be paid by You to change the name and address.

There will be NO changes to any tickets within 30 days of Your event date and time.

If you decide to cancel your order for any reason the following charges apply. We will take extenuating circumstances into account.

Before 60 days prior to Your event date and time – £20 charge

Between 60 days and 30 days prior to Your event date and time – 25% charge of your entire booking.

Tickets cannot be resold, raffled or used for a competition without approval from Us. Any unapproved transactions may result in tickets being cancelled.

In order to request a refund or exchange please contact us on the link below. Refunds shall only be made to the person who purchased the Tickets and, when possible, be made using the same payment method as was used to purchase the Tickets.

These Terms and Conditions do not and shall not affect your statutory rights as a consumer. For further information about your statutory rights contact Citizens Advice, Consumer Direct (http://www.consumerdirect.gov.uk/) or the Department for Business Innovation and Skills.

Contact Customer Services

Can we get a refund if we bought tickets through a third-party seller?

Unfortunately, we cannot issue refunds for tickets purchased through third-party sellers. Any refund requests must be directed to the original seller.