GUESTS WITH ADDITIONAL NEEDS

A little background

We wish for everyone to feel welcome when visiting our experience at the London, Euston Station and want to make you aware of the following.

Book Tickets

Large crowds

Many guests visit us at once, around 500-1000 at a time this can mean areas can become crowded and London Euston is espeically crowded at Christmas. Each carriage when on the train holds around 64 passengers with 10 carriages per train. We also operate the event from Euston Station, a working mainline station and therefore the number of passengers around the platforms can drastically increase.

Boarding

Over the past five years of hosting our event, we have observed that asking passengers with disabilities to board the train first inadvertently places undue pressure on them to hurry, as other guests wait to board. In response to this, we have revised our boarding process. Passengers with disabilities now have the option to board last, allowing them to do so at their own pace, free from any sense of urgency.

We have also found that many passengers with disabilities prefer to be seated near the door for easier access or because these areas tend to be quieter. By boarding them last, we ensure that once they are seated, they are not disturbed by the movement of other guests.

However, if any passenger with a disability prefers to board first, they are encouraged to speak to a member of our staff, who will be more than happy to accommodate their needs.

Loud Noises

Our experience involves music, actors with microphones a large train and large crowds, all which can, of course, produce loud sounds . For those with difficulties with loud noises, guests have found it helpful to bring ear defenders with them for the elements of the show / experience.

The station due to it's very nature is also a loud busy environment with many trains and passengers.

Chef on board The Polar Express Train Ride

Flashing Lights

There is lighting on the carriages that syncs with the show. Therefore, there will be some flashing but not strobe lights on board the train and around our experience.

Walking

For guests with difficulties walking, we do try to accommodate you as best as possible whilst also having restrictions of running the event at a heritage railway. Unfortunately due to the design of our heritage coaches we are unable to accommodate wheelchairs.

Carer's Discount

We 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.

FAQS

Are there disabled toilets available?

Yes, we have toilets on site available for our disabled guests. Should you wish to use the facilities please ask a member of staff who will be happy to guide you to them. Please note there are limited toilets on board.

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. If the wheelchair user is able to climb a step, and walk a short distance we can assist in boarding. Wheelchairs will be transferred to the arrival station ready for when you get off.

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.

View the store