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.

THE POLAR EXPRESS™ Train Ride will depart from Euston Station, London. The station postcode is NW1 2RT. You will return there after the train ride.

Our carriages have seating arranged in 4’s around a table or in pairs. When booking you will be given the option to choose your own seating arrangements. We reserve the right to change carriage configuration and your seating arrangements at any time and without notice.

Please note all of our carriages are from heritage stock therefore they may differ in style, age and seating including wear and tear.

We ask guests to arrive at the check-in time shown on their e-ticket however you will not board immediately as train times are subject to change up to an hour due to network rail and is, unfortunately, out of our control.  You are on board the train for approximately 1 hour - 1 hour 30min.

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

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

All bags will be subject to searches and large bags / rucksacks will need to be stored in the lockers at Euston station* or elsewhere.

*subject to availability and extra charge.

There are many public car parks in and around London, however you may wish to park on the outskirts and tube in.

nfortunately 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 Euston 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.

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

All bags will be subject to searches and large bags / rucksacks will need to be stored in the lockers at Euston station* or elsewhere. 

*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 also. 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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